Forms URLs are broken after mandatory migration

[ShogiEngineer]

Our HubSpot account was recently migrated to a different server, within HubSpot's infrastructure, and as such our forms subdomain changed from `https://share.hsforms.com` to `https://share-na2.hsforms.com`.

`https://share-na2.hsforms.com` has been blocked by Avast antivirus and is impacting our customers.

We've reported the false positive to Avast however I can't help but think this could've been avoided by not forcibly migrating our account.

I already contacted HubSpot Tech Support who mentioned this is a known issue: if that's the case why on earth we were migrated?! It's pretty irresponsible to make a change to an account knowing there will be issues, even moreso when there was no way to stop or revert the change.

The only advice I was given was effectively "please report it to Avast and wait for them to fix it", which is not taking responsibility in any adult sense of the word.

I've already offered a solution of adding a new DNS record, which isn't blocked by Avast, and using DNS redirects to prevent old URLs breaking and fix the share-na2 issue (this is possible as HubSpot are using wildcard SSL certificates so it's, at most, a few minutes work to update configuration).

In response I was told something about internal processes and technical inertia, neither of which matter at all here.

The point is HubSpot enforced a change which broke things for us, in a way they were aware of before the change, and are doing nothing to fix it. This really isn't good enough.

[albertsg]

Hi @ShogiEngineer! While I don't have a solution to your issue (as seems to be something only HubSpot can help with), I used to be an Avast employee for 10 years and I wanted to point out how you can report a false positive. 

The best is to use the following URL: https://www.avast.com/submit-a-sample 
If you receive no answer or the URL is still blocked after a few days, my suggestion is to write about it in the Avast Community, which is supervised but many Avast employees: https://community.avast.com/ 

Hope this helps!

[ShogiEngineer]

@albertsgThank you for the advice!

> The best is to use the following URL: https://www.avast.com/submit-a-sample 

Is this typically more effective/faster than reporting through the Avast desktop application?

[albertsg]

@ShogiEngineer I don't remember if it's possible to submit URLs via the desktop application, but it should be the same as reporting it via the web I've shared in my previous post 🙂

[ShogiEngineer]

@albertsgI thought the same (they'd likely use a similar, or even the same, API), however nothing has changed even ~2 weeks after reporting the false positive.

I'll try reporting through the URL you shared.

Thank you!

[Jaycee_Lewis]

Hi, @ShogiEngineer. Thanks for your honest feedback. While our community is based on peer-to-peer support and can’t directly influence infrastructure decisions, your experience highlights an important issue that other users should be aware of. 

Best,

Jaycee

[ShogiEngineer]

Howdy @Jaycee_Lewis 

Thank you for the reply.

Sorry, I forgot to mention in the original post: Tech Support told me that posting in these forums was the best way to get a solution.

They suggested the Ideas forum but the "Create Idea" button takes me to an error page, so I posted here.

[Jaycee_Lewis]

Oh no worries. I wanted to make sure you got a reply and knew your feedback didn't just disappear into the void. I'm going to send you a DM about the error issue. — Jaycee

[ShogiEngineer]

> I wanted to make sure you got a reply and knew your feedback didn't just disappear into the void.

That's very kind, thank you!

> I'm going to send you a DM about the error issue. 

Much appreciated!