Notification Email: no form emails are sent on January 27th

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    cuccs
    Asked on January 24, 2017 at 06:40 AM
    There have been no reported issues with Microsoft's MSN email servers this past week.  Why have JotForm's servers had problems connecting with Microsoft's MSN email servers causing my email to be added to the bounce list?
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    EltonCris
    Answered on January 24, 2017 at 07:43 AM

    The most common reason why email keeps going into the bounce list is when your mail server keeps rejecting emails from JotForm. Most probably because our mail server IP is on the receiving server's blacklist. 

    If this is what you're experiencing, we highly recommend using your SMTP server to send emails http://www.jotform.com/help/244-How-to-Setup-SMTP-for-a-Form. This should not happen anymore since the notification relies on your mail server and this would likely prevent any bouncing issues.

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    cuccs
    Answered on January 24, 2017 at 09:38 AM

    Thank you for the response!  My email is where the notication email for all of my forms is sent. Can I set up my SMTP server for all of my forms or do I need to do each form individually?

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    liyam
    Answered on January 24, 2017 at 11:27 AM

    When setting up an SMTP, you just need to do it once. But you will have to modify all your email notification settings pn all forms to select and use that email address you have set up.

    If you have further questions, please let us know.

    Thanks.

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    cuccs
    Answered on January 28, 2017 at 03:35 PM

    On my forms I setup using SMTP server for my email address on Thursday and I removed my email address from the bounce list.  I did a submission on my form and I received the notification successfully so I thought the problem was resolved.

    However people submitted forms on Friday and I did not receive a notification email for any of them.  I checked and my email address was again on the bounce list.

    Why would Microsoft's MSN email servers put JotForm's email servers on their blacklist?  More importantly, what do I need to do to receive notification emails when someone submits a form?

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    BDAVID
    Answered on January 28, 2017 at 08:51 PM

    Not sure why they would reject the emails if you are using your own SMTP. According to our mail logs, all notifications have been sent now that you are using SMTP, except for one:

    I would recommend you to contact them to make sure everything is okay with the SMTP settings: https://www.jotform.com/help/241-How-to-Edit-Delete-Sender-Emails-on-SMTP-Settings 

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    cuccs
    Answered on January 28, 2017 at 09:33 PM

    Thanks!  I have received some notification emails for forms submitted today.  My forms are set up to send an Autoresponder to the submitter and a Notification email to me.  In reviewing the emails log I see that for today there is an email sent to the submitter and an email sent to me for each form.  However the emails log for Friday does not include any emails sent to my email address.  Why were the autoresponder emails not sent to me for each form submitted on Friday?

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    EltonCris
    Answered on January 28, 2017 at 10:49 PM

    You have few forms in your account. Did you ensure that all the active forms in your account particularly those with MSN email recipients are already using SMTP sender email? If one of those are still using noreply@jotform.com, your email address would still go in the bounce list when your email server rejects notifications from JotForm.

    Did you check if the form you're referring receives submissions? You can check them in your form submissions page http://www.jotform.com/help/269-How-to-view-Submissions

    Since you are already using your SMTP, you can also check the SMTP logs on your server.

    Thanks

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    cuccs
    Answered on January 28, 2017 at 11:09 PM

    Yes, I did go to the Advanced tab of the Notification Email screen on all of the forms I'm currently using and set the Sender email to my email address.  The vast majority of the submissions Friday and today are for the form https://form.jotform.com/63235796642969

    I'm happy to check the SMTP logs on Microsoft's msn.com email servers but would need instructions on how to do that and to limit what I view to my email address.

    Form https://form.jotform.com/63235796642969 was not changed since Wednesday night.  Why did JotForm not send notification emails to my email address on Friday but did send them to my email address today?

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    liyam
    Answered on January 28, 2017 at 11:42 PM

    Hello,

    I checked your email alerts history but all emails were sent properly, according to the logs. Including those submissions made on Friday. You can check your email history by following the steps from this guide and press CTRL+F key and enter the keyword 63235796642969 to highlight all email alerts sent through that form:

    https://www.jotform.com/help/293-How-to-View-All-Your-Form-Email-History

    Can you also check your spam folder for possibilities of emails landing there on those dates?

    If you are using an email client application such as MS Outlook or Eudora, you may want to check your webmail. Chances are, the emails landed on the spam folder on the webmail which prevented emails to get downloaded/synced with the email client.

    Feel free to get back to us if you have additional questions.

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    cuccs
    Answered on January 29, 2017 at 11:12 AM

    Thanks for your response including the info about highlighting all of the logs related to that form by using the keyword 63235796642969!

    So if you look at the logs with keyword 63235796642969 you will see that each time someone made a submission on Saturday an autoresponder email was sent to the submitters email address (different email addresses based upon who submitted the form) and a notification email was sent to my email address (ruthbecker5706@msn.com).  If you look at the logs on Friday you will seen an autoresponder email was sent to the submitters email address but there are no notification emails sent to my email address

    I was not getting notification emails starting about a week ago and was informed that it was because the emails were being bounced and JotForm was putting my email address onto a bounce list.  (I don't understand why after a year of everything working fine this started happening).  As recommended, on Wednesday night I changed to using SMTP to send the notification emails per http://www.jotform.com/help/244-How-to-Setup-SMTP-for-a-Form  I then did a submission on my form and I received the notification successfully so I thought the problem was resolved.

    However the email logs show JotForm did not send a notification email to my email address for the forms submitted on Friday (they did send an autoresponder to the submitters email address).  

    Why did JotForm not send a notification email to my email address for the forms submitted on Friday (and also some of the forms submitted on Thursday)?  What must I do to ensure that a notification email is always sent to my email address whenever someone submits form 63235796642969?

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    Welvin
    Answered on January 29, 2017 at 02:22 PM

    I checked your settings in form and SMTP. I've found the following that I think the caused of the problem:

    1. Your SMTP host is typed in all caps. Well, I'm not sure if this matter but I switched it to small caps.

    2. You have the PDF attachment enabled in the email settings. Please note that this feature will only work when using our default sender email which is noreply@jotform.com. I have disabled this.

     

    If you are using the MSN software to view your emails, you should have the option to manually add a sender email to your safe sender list. I have my own MSN account given by a friend, I can't access it from my current location. I will try to pull it out today and let you know how to whitelist an email address there. 

    Note that I have tested your form while the PDF attachment is disabled. That worked as far as I could see. Here's the log for my test: 

    https://www.jotform.com/emails/588e38d4cabe9b90208c44ef 

  • Profile Image
    cuccs
    Answered on January 29, 2017 at 03:04 PM

    Thanks for the response!  

    My issue is not with the JotForm notification emails being sent to a spam or junk folder on my side.  My issue is that JotForm did not send out a notification email to my email address for the forms submitted on Friday.  JotForm did send me notification emails on Wednesday night, most of Thursday, and on Saturday. JotForm not sending me notification emails is confirmed by the emails logs not showing any notification emails being sent to my address on Friday.

    Why didn't JotForm send a notification email to me for the forms submitted on Friday, and what can be done to prevent it from happening again?

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    Welvin
    Answered on January 29, 2017 at 04:44 PM

    My apologies. I've actually checked your email logs and can confirm that no emails have been sent on January 27th. It's either the SMTP failed to work or the emails are stuck somewhere in our system. I will create a ticket for this and submit it to our developers. We'll keep you updated. 

    As for ways to prevent it from happening again in the future, the changes that I've mentioned in my first reply will apply. I think that will help. I've done that already, I would suggest keeping it that way (PDF attachment disabled and SMTP details).

    I would also suggest re-creating your notification and autoresponder emails. This might help as well.

  • Profile Image
    cuccs
    Answered on January 29, 2017 at 05:06 PM

    Thanks for following up on this issue!  Although I much prefer to have the PDF attachment included with the notification email, if not including it is needed to ensure that JotForm will send out the notification emails I can live without the PDF attachment.

    Just to clarify for anyone investigating this issue, Form 63235796642969 was not changed from Wednesday night January 25th until you made changes to the form today.  Also in addition to no notification emails on Friday, a notification email was not sent for some of the submissions on Thursday.

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    Welvin
    Answered on January 29, 2017 at 06:12 PM

    I'm sorry, but the PDF attachment will only work if noreply@jotform.com is used. I would suggest adding the PDF link download in the email instead.

     

    Yes, I have noted that. I have also noted the issue on Thursday, thanks for bringing that up again.

  • Profile Image
    cuccs
    Answered on January 31, 2017 at 05:29 PM

    So I stopped receiving notification emails this afternoon even though the email logs indicate that notification emails were being sent to my email address (ruthbecker5706@msn.com).  I checked and my email address was on the JotForm Bounce List and I removed it.  I thought the fix so my email address would no longer go on the JotForm Bounce List was to use SMTP mail.  Is there an issue with Microsoft email servers having JotForm servers on a blacklist?

    What do I need to do to consistently receive a notification email whenever someone submits a form?

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    BDAVID
    Answered on January 31, 2017 at 05:37 PM

    Not really sure why it was still added to bounce list, despite the fact that you setup your own SMTP. This has been already reported to our back-end team. We will need to wait until they notified about any update on this issue via this thread.

  • Profile Image
    cuccs
    Answered on January 31, 2017 at 05:40 PM

    Thanks for the quick response!  My being added to the bounce list after going to SMTP email was a new issue for me.  I'm glad that the back-end team is investigating this along with the other issue of notification emails not being sent out.

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    cuccs
    Answered on February 10, 2017 at 09:21 AM

    Hi.  It's been over 10 days and I haven't heard anything.  What's the status of this?

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    liyam
    Answered on February 10, 2017 at 10:37 AM

    Hello cuccs,

    We have no updates from the developer assigned on this matter. However, as soon as we have updates, we'll inform you right away.

    Thanks for your patience and we apologize for this inconvenience.

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    cuccs
    Answered on March 01, 2017 at 03:57 PM

    Hi,  I will admit that when told this issue would be assigned to someone to investigate I assumed it would be addressed within about a week.  That doesn't seem unreasonable to me however I was not told how long it would take before anyone would address this issue so it appears to be a bad assumption on my part.  

    It's now been over 4 weeks and still no status... Can you please tell me when someone will address this issue?

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    BDAVID
    Answered on March 01, 2017 at 05:07 PM

    Unfortunately, there is no estimated time-frame for a resolution. I will send a message to our back-end team about this issue. Hopefully, we can be updated soon.

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    cuccs
    Answered on April 14, 2017 at 10:37 AM

    I've been patiently waiting and checking this thread once or twice a week for an update. It's now mid-April and still no update.  Can someone please let me know when someone will look into this issue?

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    Welvin
    Answered on April 14, 2017 at 12:24 PM

    We've updated the priority of this ticket, but still, we cannot give you a timeframe about it. I've also fixed your email by removing it from our bounce list.

    For the meantime, please do the following:

    1. Allow the connection made by Jotform to your SMTP settings. It's under the following options:

    Account > View Account:

     

    2. Go to Security > View Activity tabs;

     

    3. In the Recent Activity tab, you'll see Jotform connections by SMTP. You should see some option to allow it, please do so. This is where I allow Jotform and that fixed my problem with Hotmail or MSN SMTP. 

     

    I hope this helps.

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    cuccs
    Answered on April 14, 2017 at 10:54 PM

    Thanks for the response and for updating the priority of this ticket!  Since it's been over two months since this issue was assigned to the developers, I'm assuming the developers have lots of technical issues they need to investigate.

     

    Regarding using SMTP I've tried that but it did not help :-(  See the thread at https://www.jotform.com/answers/1079656

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    liyam
    Answered on April 15, 2017 at 12:16 AM

    On the case about the SMTP, we'll respond to your concern on the other thread. It would be best to keep the topic on this thread to the very issue that is mentioned on the title, otherwise the developer might have difficulty discerning the totality of the thread over mixed discussions.

    Thanks for your understanding and we apologize for this inconvenience.

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    cuccs
    Answered on April 19, 2017 at 07:43 PM

    Thanks!  I agree and didn't mean to change the topic on this thread - I was responding to the comment about SMTP settings.

  • Profile Image
    cuccs
    Answered on May 30, 2017 at 02:37 PM

    Hi,

    It's been 6 weeks since the priority was raised on this ticket and over 16 weeks since it was opened but still no one on the back-end team has been able to take a look at it??  What am I supposed to think about support for my JotForm forms?

  • Profile Image
    BDAVID
    Answered on May 30, 2017 at 04:36 PM

    We appreciate your patience, I have sent a message to our back-end team requesting for updates on this matter. Unfortunately, there is nothing we can do to expedite the resolution on this problem.

  • Profile Image
    cuccs
    Answered on August 28, 2017 at 02:07 PM

    Hi JotForm Support,

    I feel that I've been extremely patient waiting for the back-end team to address this issue.  Since I asked for an update in March, April and May, I stopped asking for an update since you requested me to be patient.  If JotForm doesn't care about this issue and isn't going to work on it please just tell me that.  With all due respect, leaving me hanging without an update for over 6 months on a technical issue seems unreasonable to me.  Please provide an update on this issue.

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    aubreybourke
    Answered on August 28, 2017 at 02:58 PM

    I will notify the development team once again. Please note that the developers will resolve problems that are a priority for them first. So we cannot promise that they will address your problem.

    However, I can see this problem looks like more of a problem for the support team. What I suggest is to try the SMTP setup again.

    1. For MS Outlook please see the post by Welvin above. You need to allow JotForm.

    2. For Gmail please try these settings:

    Email address: yourname@gmail.com (replace this with your email address)

    Hostname: smtp.gmail.com

    Port: 587

    Username: yourname@gmail.com (replace this with your email address)

    Password: your password

    Security Protocol: TLS

    This should be fully possible. If there are no mistakes in the configuration and your email provider is not blocking email it should work.

     

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    cuccs
    Answered on August 28, 2017 at 03:17 PM

    Thanks for the quick response!  There have been additional posts in this string regarding related issues but the issue this post is about "No form emails are sent on January 27th" - specifically no notification emails sent on January 27th.  There is no log entry on the JotForm servers attempting to send a notification to my email for the forms that were submitted on January 27th - see my entries above on January 29th at 11:12am and January 29th at 3:04pm for clarification.  

    There are log entries for the JotForm servers attempting to send a notification to my email (whether successful or not) for the forms submitted earlier in the week and after January 27th.  The issue is why didn't the JotForm servers attempt to send a notification to my email for the forms submitted on January 27th.

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    EltonCris
    Answered on August 28, 2017 at 04:28 PM

    Apologies for the confusion. 

    Honestly, there is still no update on this issue from the developer who is assigned to this. We also have not received updates from the dev himself. 

    However, allow me to provide some clarifications as I think this hasn't been mentioned.

    Just a recap, you have used SMTP, you made actual submissions with your form and received them with your msn email address. However, on the specified date, there were autoresponders sent to the submitters but you are not getting emails notifications. No logs were recorded.

    While I couldn't be certain about what exactly happened, however, let me please clarify that SMTP based notifications do not use JotForm email server to send the emails. They are sent through your SMTP server as soon as the form is submitted. In other words, your SMTP server takes care of the whole email delivery process. If there were no logs shown from our end, then it could mean that there was no response from your mail server or something has happened that we do not have any clue of. Some email servers are just very strict with emails. I'm not saying that it is your servers fault at all, but the history tells that your email ended on the bounce list. And the bounce list usually means a problem on the receiving server. Ex. if your server is down or we are on their blacklist, JotForm will add the email address into the bounce list to prevent further issues. We do this to protect our servers from getting listed in spam databases.

    There is also a higher chance that the dev will not be able to find anything from the logs based on the specified date because the tool we used shows whatever was recorded from the server and I'm afraid they'd get the same result.

    Since you are experiencing issues with SMTP on your msn email address, my personal advice would be to stay with using Gmail just like what you did currently. Personally, Gmail is so far the most reliable email address service for me because they're very active in resolving issues when one email servers are flagged as spam as an example. 

    Thank you!