Significant Issues - Please resolve ASAP!

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    Asked on December 15, 2016 at 02:00 PM

    We are having serious problems with Jotform's integration with Google Drive. We are now on the SIXTH case where files are not appearing in the requested folder when users fill out the form and attach files! And now, we are experiencing issues where the files are appearing, but the email notification does not go through to any of the recipients. Our sales staff is missing orders as a result! We are losing business because of JotForm!

    Please do not tell me you "replicated" the form and solved the issue. Please do not tell me that the error is on the user's side. They are happening more and more frequently with more and more clients. Half of the time, the integration tells me that the "Folder cannot be found or the user no longer has permissions!) This is ridiculous and if it is not solved, I will expect compensation for not only your monthly fees but for missed business. Jotform is making us look like a bunch of amateurs!

    If you want the specific cases, the specific files, times, names, login access. Whatever! Just please fix this!


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    Answered on December 15, 2016 at 04:46 PM

    I have checked the threads related to your account and found others related to the problems you're describing here, for example, there is a thread where you reported a problem with the email notifications, on that thread the email addresses were found in our bounce list and removed so the email notifications should have been working. 

    Here's the link: 

    I have checked the email addresses related to the form you have provided and I cannot find none of them in our bounce list, the email log also shows that the emails are being sent properly, you can also check the email history by following this guide: How-to-View-All-Your-Form-Email-History

    I would suggest you to check on the spam or junk folders as well, may be that the emails are being sent there, here is also another guide that will help you with emails: Why-I-am-not-Receiving-Email-Notifications

    Also, you could set up your custom sender email address using the SMTP method, this way you use your own mail server info to send the emails and avoid any inconvenience because of the JotForm info being blocked, here's the guide that will help you with that: How-to-Setup-SMTP-for-a-Form

    Now, regarding to your problem with Google Drive, I have found the thread where I assisted you: 

    Upon cloning your form I was unable to replicate the problem on my end, and requested temporary access to your form so we can test, try to replicate the problem and forward it to our back-end team if necessary, but no answer was provided. 

    So in order to properly handle this issue, I would suggest you to provide us with the needed info, since this may be an isolated issue as we cannot replicate it on our end, we will be glad to test the necessary and report it to our second level support too. 

    We'll wait for your response.