- floydprAsked on January 12, 2016 at 08:57 AM
We are noticing that all of our secure forms that are embedded on our websites are not showing up. The unsecure ones are.
Can you tell me what could be the issue?
- CharlieAnswered on January 12, 2016 at 12:33 PM
Could you please share us the website page to where the forms are not being displayed? That will help us to better assess the problem. You could try getting a fresh copy of the embed code under the "Publish" wizard and try re-embedding them in your website. See if the freshly copied embed code will work.
We'll wait for your response.
- floydprAnswered on January 12, 2016 at 03:38 PM
I have done a lot of research and it appears the issue is related to the word "secure" in the url of the iframe code for the forms. I know you recently made a change where now all the forms are secure and the url no longer includes that. But that was months ago and this problem just happened overnight. Did you make any changes last night that would cause the redirect not to happen anymore?
I also noticed that the problem may be related to our network. We can see all the forms, regardless of the url in the code, from outside our network. I have inquired with out IT department as to whether anything changed with the network security overnight, but have not hear back yet.
I first noticed this on our internal website, so I cannot share any urls from that. However, here are some urls of forms on our external site:
The WOW form (without secure in url name) works: http://www.floyd.org/patients-visitors/Pages/wow-cards.aspx
The Customer Feedback form does not work: http://www.floyd.org/patients-visitors/Pages/feedback.aspx
The Contact Email form does not work: http://www.floyd.org/Pages/contactemail.aspx
Of course, they probably all show up for you because you are outside our network. But at least you can see the difference in the form urls.
- JotForm SupportBDAVIDAnswered on January 12, 2016 at 05:49 PM
Correct, the forms show in the links you provided. This problem most be related to the security in your local network. Let us know when you hear from your IT department.
- floydprAnswered on January 13, 2016 at 03:53 PM
Our It department says their Cisco Intrusion Detection System determined that the IP addresses for both form.jotform.com and secure.jotformpro.com were coming from China, so it blocked them. They have been whitelisted for now, unless Cisco determines there is a security threat.
Is this the case and, if so, have you had any other clients that had issues with this?
- CharlieAnswered on January 13, 2016 at 05:12 PM
Our forms are hosted in different regions and country. I believe the censorship of China led our backend team to have a China related IP for forms with users or customers located in China that are filling out forms.
So far, we we haven't received similar cases related to Cisco Intrusion Detection System blocking our forms. But the most likely way to resolve this is to whitelist us. We're glad it is now resolved in your end.
If you need more information on this, please do let us know.