15 Replies Latest reply: Nov 26, 2013 4:59 PM by Ian Walker

Form display / format - end User

Ian Walker Oct 30, 2013 7:28 PM

Over the past 7-10 days I have experienced problems with the display of completed forms in both Test mode and from URL. The form does not diisplay with the same format that is in the design view and consequently won't complete correctly.

This only happens within our business network and appears to be okay when accessed outside of the network. However, from an ongoing support and testing requirement, I need to be able to complete this from within our network. I have spoken to our IT support team and they have come back with the following options which I'm hoping you'll be able to provide assistance with

This is the finding about adobeformscentral.com run through our network.

I turn on web tracking and to see where the web traffic goes when ran adobeforms.

It appears that Adobefromscentral.com is hosted by 2-3 servers, to get to the form, it sometimes goes through 3-4 website before get to the form. In our work environment, when web traffic exceeds a certain number of hops, it can timeout and just display the page without the page is properly compiled.

These are the options that you have:

* Contact Adobe to find out the best practice to setup the form, so that it does not go through too many hops.

* Contact Adobe to find out the best practice to setup the proxy server

1. Re: Form display / format - end User

Josh_Corey Oct 31, 2013 3:05 PM (in response to Ian Walker)

Hi;

I just wanted to let you know I am working on investigating this and I or another employee will get back to you soon.

Thanks,
Josh
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2. Re: Form display / format - end User

Josh_Corey Oct 31, 2013 3:53 PM (in response to Ian Walker)

Can you let us know if this is happening in all web browsers, or if you have tried multiple browsers. Let us know which operating systems and web browsers you are seeing this issue with.

Thanks,
Josh
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3. Re: Form display / format - end User

Ian Walker Oct 31, 2013 5:06 PM (in response to Josh_Corey)

The prime browser I am using is IE9, both when accessing through my work network and also from my home computer. I have also tried with Firefox with similar results. Does this help?
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4. Re: Form display / format - end User

Josh_Corey Oct 31, 2013 5:13 PM (in response to Ian Walker)

So let me know if what i have below is right:

From work using both Firefox and IE9 the forms do not display correctly
From home using both Firefox and IE9 the forms do display correctly

Thanks,
Josh
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5. Re: Form display / format - end User

Ian Walker Oct 31, 2013 5:47 PM (in response to Josh_Corey)

Yes Josh, that is the case from the limited testing I have done so far. However, If I use my work laptop with a 3g connection ie bypassing the work network, it all works, so I don't think it is local device issue, more the complications of accessing through a business network.

My work IT say that nothing has changed in their settings, so wondering if this relates to any chnages at Adobe? Everything was working really well up until 7-10 days ago.
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6. Re: Form display / format - end User

Josh_Corey Oct 31, 2013 5:51 PM (in response to Ian Walker)

Thanks, that is what I had understood originally, just wanted to check on browsers and if it was with all or just IE. We'll keep looking into it and get back to you.

Thanks,
Josh
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7. Re: Form display / format - end User

Josh_Corey Oct 31, 2013 10:01 PM (in response to Ian Walker)

Can you check if you can get to this page from inside your company:
https://d2bc7ecwdl7k8f.cloudfront.net/Clients/731471/FormsCentral/html Client/images/adobeform.ico

Thanks,
Josh
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8. Re: Form display / format - end User

Ian Walker Oct 31, 2013 10:06 PM (in response to Josh_Corey)

No, I can't
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9. Re: Form display / format - end User

Josh_Corey Oct 31, 2013 10:08 PM (in response to Ian Walker)

OK - thanks, that's helpful to know, I'll have more info soon.

Josh
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10. Re: Form display / format - end User

Genevieve Laroche Nov 1, 2013 12:09 PM (in response to Josh_Corey)

Hi Ian, Josh is off today so let me take over for today. Would it be possible to send us a screenshot of your browser window when you try to access https://d2bc7ecwdl7k8f.cloudfront.net/Clients/731471/FormsCentral/html Client/images/adobeform.ico.

I want to see what you are experiencing when you say that you can get this page (what type of errror message you see).

you can add the screenshot to this thread or send it directly to me (glaroche@adobe.com)

Thanks
Gen
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11. Re: Form display / format - end User

Ian Walker Nov 3, 2013 1:24 PM (in response to Genevieve Laroche)

Hi,

I'm out of office today - 4/11 AEST, but will return on 5/11 and pick this up then. Feedback I can provide is that about 75% of the time on Friday, I and other colleagues were able to load the form correctly, so ther isn't a consistency in replicating the failure, though it was pretty much 100% in the days prior to that. I can se that forms were successfully completed and submitted over the weekend.
I'll follow this thread up with screenshots on Tuesday 5/11
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12. Re: Form display / format - end User

Ian Walker Nov 4, 2013 3:00 PM (in response to Ian Walker)

I've had the following feedback(in blue) from our IT department that may be of interest. I'm still unclear why the problem started happening, but it hasn't been occurring in the past 24 hours, but will continue to monitor.

Basically, when a user trying to reach a website, eg. Adobeformscentral.com, a domain name lookup is sent to local DNS server. If the website is an external website, in this case, local DNS server will then send the ip address of the roothints server to the user. Roothints servers are servers that resolve domain names in the root level. For example .com, .net, .au, etc.

I noticed that the list of roothints servers on our DNS servers were out of date, so I got a list of latest roothints servers from internet and updated them on our DNS servers. Since then, it resolved adobeformscentral.com and also dropbox.com.
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13. Re: Form display / format - end User

Ian Walker Nov 4, 2013 3:07 PM (in response to Ian Walker)

Spoke too soon, still getting error. Copy emailed to Genevieve
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14. Re: Form display / format - end User

Josh_Corey Nov 26, 2013 3:47 PM (in response to Ian Walker)

From our email communication I believe this issue has been resolved.

Thanks,
Josh
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15. Re: Form display / format - end User

Ian Walker Nov 26, 2013 4:59 PM (in response to Josh_Corey)

I'd say yes. There was some communication via email, but it appears that there was a Telstra link failure and a break in the paths. Once Telstra resolved that issue we haven't had a problem since.
I'm happy to have this item closed.
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