Users getting error message

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    taflaten
    Asked on November 21, 2011 at 12:18 PM

    Same or similar situation to September JotForm Hack Attack is occurring from our U/W's in CA and  TN.  Here are the error messages.

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    fxr
    Answered on November 21, 2011 at 03:08 PM

    Can you provide the URL of the form you seeing this message on, please?

    also have you tried using the https://www.jotform.com/form/form_id naming format instead of https:/secure.jotform.com/form_id for you form?

    (form_id = 10 digit unique ID of your form.)

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    taflaten
    Answered on November 21, 2011 at 03:37 PM

    Here's the URL they are trying to use:https://www.jotform.com/form/1171837272

    FYI - the form has always been only 10 digits, but has always worked.  We're having intermittent issues with it not forwarding the emails through to us, although we see the request from inside the JotForm tracking System.   We now have two users who can't ge through at all though - it's the certificate error (again!) - here's a message from one of the users:

    "I am getting this error. Looks like our firewall doesn’t like your certificate"

    (Internet Explorer cannot display the web page) & (There is a problem with the website's security certificate.) 

     

     

     

     

     

     

     

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    fxr
    Answered on November 21, 2011 at 05:03 PM

    (sorry, yes 10 digits. Corrected) 

    I just cannot replicate the issue here.

    IE9 reports the form as fine. 

     

     

    We have another user reporting a similar issue at the minute, which is a cause for some concern. 

    Can you try using https://secure.jotform.com/form/form_id as you forms URL to see if that helps please?

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    fxr
    Answered on November 22, 2011 at 05:23 AM

    Having read up with the issue and conversed with our developers. 

    This is a  known bug that sometimes happens with IE7 and below. 

    Can you review this Microsoft kb article and work out if it is applicable in your case?

    http://support.microsoft.com/kb/954312

     



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    taflaten
    Answered on November 22, 2011 at 09:48 AM

    I confirmed at least one of the users with the problem is on IE7.

    I read MS article - the fix (going into client registery) is too involved.

    Do you think if they upgraded their browser to newer version, or installed a Service Pak it might help resolve the problem?

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    fxr
    Answered on November 22, 2011 at 10:01 AM

    Yes, personally, I feel the browser upgrade is the way to go. 

    If you do decide to upgrade the browser, can you please report back if it indeed it does resolve the issue with the security certificate?

    We have another user reporting this same issue, also on IE7 . It be be good to know that it is indeed an issue with that specific browser rather than our SSL certs. (which I am convinced is the case)

     

    Thanks.

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    fxr
    Answered on November 22, 2011 at 10:41 AM

    You may have some luck using https://secure.jotform.com/form/1171837272 as your forms URL. 

    These two different URLs use different SSL certificates and using https://secure.jotform.com helped resolved the same issue for another of our users.

     

    Whether that helps or not, I do think ultimately, you want to, if it all possible get those browsers updated.

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    taflaten
    Answered on November 22, 2011 at 10:59 AM

    Thanks!

     

    Happy thanksgiving.

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    taflaten
    Answered on November 22, 2011 at 01:41 PM

    FYI - the other browser was IE8 so that doesn't answer the question entirely.

     

    I am having grave challenges now getting the auto-responder to work.  Folks filling out our forms are not receiving the confirmation email anymore.  Does this have anything to do with a field change I maded in the form "(A) Loss Contorl Assignment Request"?  I added {policy} in front of "TVE Confirmation".

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    taflaten
    Answered on November 22, 2011 at 02:14 PM

    OK - I switched URL to https://secure.jotform.com/form/1171837272 as suggested.  I sent a "test" submission.  The auto-responders came back right away - but I'm still waiting for the email notifications.  I'm starting to get a little impatient.  Everything you suggest I try but only partly fixes the situation.

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    fxr
    Answered on November 22, 2011 at 03:18 PM

    These are really two seperate issues. We prefer to deal with them on seperate threads. 

    --

    Have you tried changing the sender of the Email notifications to noreply@jotform.com ?

    ( Having your mails sent with a sender from a different domain than the mail server actually sending it can cause problems with mail getting dumped into spam folders or even blocked by a mail provider completely. )

    I have, however,  checked our emails logs, and I am concerned that I see no record our mail server even attempting to send emails to the email addresses in your Notifications settings. 

    Before I do hand this email issue over to our developers; can you try changing that Sender Email to  noreply@jotform.com ?  and also as a temporary measure please add jotformsupport [at] gmail [dot] com to your email notifications. (you can just add it after a comma in the recipients area )

    And doing a test submission. If you are willing to do that, let us know when thats done. It should helps get to the exact cause of this problem quite quickly.

    Thanks. 

     

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    taflaten
    Answered on November 22, 2011 at 03:55 PM

    Good news - after correcting all four of the Return address emails to noreply@jotform.com everything worked fine.  My error for changing that in the first place.

    I couldn't figure out where to put in the support email address as you requested, but everything worked fine this time and, I hope will continue going forward.  Sorry for all the confusion caused.

    Happy Thanksgiving.