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  • Profile Image

    Not receiving test emails on a new form I've created.

    Asked by Longwood on June 19, 2012 at 12:47 PM

    Hi, I recently created a new form but when I send test messages I am not receiving them. I have checked to make sure the email address is correctly entered. (cpeet@longwoodindustries.com). My initial discussion with IT here says they are not being blocked by a filter or anything.

    Here is the jot form URL: http://www.jotform.com/?formID=21656782018154

    Here is the website page where I have embedded the form: http://www.hogpaddles.com/Contact_Us.html

    Please advise on how I can correct this issue. (Note: once this form is live it will be sending emails to different recipient email address: cpeet@longwoodindustries.com as well as sales@longwoodindustries.com).

    Thank you!

    Creighton T. Peet

    Page URL:
    http://www.hogpaddles.com/Contact_Us.html

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    Answered by pinoytech on June 19, 2012 at 01:01 PM

    Hi,

    Sorry for the inconvenience that may have caused you today. Can you please change your Sender Email to noreply@jotform.com and let us know if the my solution is working or not so we can further assist you.

    Hope this help.

    Thank you!

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    Answered by Longwood on June 19, 2012 at 02:16 PM

    Thanks for your response...unfortunately that did not solve my issue. In addition, I've had another jotform inquiry form in place for over a year and it now appears to have problems as well. According to IT here...they believe your DNS directory is not up to date. There was a change made on our end several months ago. Could this be an issue and if so, how do we correct it?

    Regards,
    Creighton

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    Answered by gori-mathew on June 19, 2012 at 03:44 PM

    Hi Creighton;

    I have cloned your form and set notification email as mentioned by my colleague above. I am able to receive the notification email in my gmail and jotform account.

    Feel free to clone and lets know if you manage to get the notification;

    http://www.myjotform.com/form/21705725531550

    You can also contact your service provider and ask them to add the following ip addresses shown on the link to their whitelist

    http://www.jotform.com/help/145-Whitelisting-JotMails-IP-Addresses

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    Answered by Longwood on June 19, 2012 at 04:14 PM

    Hi, thanks again for your reply. I am also able to receive the form emails to addresses outside of our Longwood Industries domain. I called my IT guy and he looked over a few of the "returned mail" details that came in my inbox. Jotform is whitelisted...and looking in the server folders we can see where no messages have attempted to come through today.

    Somehow, Jotform is sending emails to an incorrect IP address. Our old IP address is: 70.60.234.42 and according to the error report that is where forms are still sending. We changed our service provider about a month ago and the new IP address for mail.longwoodindustries.com is 72.242.17.18. Does Jotform manually set IP addresses or is it just not refreshing for some reason? Based on the fact that we can receive emails outside of the Longwood domain and the IP address shown in the error report, it does appear this is the root of the problem. Please advise...

    thanks,

    Creighton

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    Answered by gori-mathew on June 19, 2012 at 04:28 PM

    Please remember to counter-check and ensure you chnage the notification email in cloned form above,

    I have recieved one notification to my email hopefully from your end .Please change notification emails to your emails: cpeet@longwoodindustries.com, sales@longwoodindustries.com.

    Lets know if this works out!

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    Answered by Longwood on June 19, 2012 at 04:51 PM

    Still the same problem... I cloned the email per your instructions...reconfigured the email address to cpeet@longwoodindustries.com. After about 10 minutes I get a failed delivery notification. Once again, the error message is showing that it was sent to our old IP address.

    To be sure the email works, I also sent to my gmail account and have no problem. How can we get the form to submit to the proper IP address? That seems to be the issue.

     

    Regards,
    Creighton

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    JotForm Support

    Answered by Mike_T on June 19, 2012 at 06:41 PM

    We use Amazon SES for sending with noreply@jotform.com sender E-mail address, and our own mail servers for custom Sender E-mail adresses. I think that we can see your correct mail server IP.

    Here are some mail logs that you may check:

    /var/log/jotform/amazonSES.log:[11/Jun/2012:09:36:26 -0400] 10320603291 AmazonSES Sent email to cpeet@longwoodindustries.com - MessageID:00000137dbc28050-9a4ead46-ac2e-498d-b139-d735a43cd60c-000000 - RequestId:6ffcceb3-b3ca-11e1-bcb3-21ec1bb0efaf

    /var/log/mail.log:Jun 19 16:48:07 monk sm-mta[21014]: q5JKfHp4017787: to=<cpeet@longwoodindustries.com>, delay=00:06:50, xdelay=00:00:02, mailer=esmtp, pri=120000, relay=mail2.longwoodindustries.com. [72.242.17.18], dsn=2.0.0, stat=Sent (Requested mail action okay, completed) 

    but there are also some errors:

    /var/log/mail.log:Jun 19 14:18:01 monk sm-mta[17182]: q5JIHtkJ017179: to=<cpeet@longwoodindustries.com>, delay=00:00:06, xdelay=00:00:06, mailer=esmtp, pri=123768, relay=mail2.longwoodindustries.com. [72.242.17.18], dsn=5.6.0, stat=Data format error 

    Are you still not getting the messages with noreply@jotform.com Sender E-mail?

    Can you please post here a few examples of mentioned failed delivery notifications?

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    Answered by Longwood on June 20, 2012 at 10:38 AM

    Thanks...I've passed along your most recent reply to our IT department to see if they can find anything but no issues were identified. 

    Meanwhile, I cloned the form again hoping to get better results. Unfortunately, still getting a failed delivery message. I've pasted the text note that was attached to the error message below.

    One another NEW issue is now my form does not appear on my web page at all. The code is correctly embedded but nothing is loading. Has my form been deactivated? (Different issue all together).

     

    Return-Path: <cpeet@longwoodindustries.com>
    Received: from monk.jotservers.com ([127.0.0.1])
        by monk.jotservers.com (8.14.3/8.14.3/Debian-5+lenny1) with ESMTP id q5KE2IdR015644
        for <cpeet@longwoodindustries.com>; Wed, 20 Jun 2012 10:02:18 -0400
    Received: (from jotform@localhost)
        by monk.jotservers.com (8.14.3/8.14.3/Submit) id q5KE2IHi015643;
        Wed, 20 Jun 2012 10:02:18 -0400
    X-Authentication-Warning: monk.jotservers.com: jotform set sender to cpeet@longwoodindustries.com using -f
    To: cpeet@longwoodindustries.com
    Subject: (TEST) Hog Paddle Website Inquiry
    X-PHP-Originating-Script: 1002:PHPMailerLite.php
    Date: Wed, 20 Jun 2012 10:02:18 -0400
    From: cpeet@longwoodindustries.com
    Reply-to: cpeet@longwoodindustries.com
    Message-ID: <e7dda86f0b402a92117e62f93137c583@jotform.com>
    X-Priority: 3
    X-Related-UserName: Longwood
    X-Related-Last-Form-ID: 21714110721135
    X-Related-IP: 70.60.234.42
    MIME-Version: 1.0
    Content-Transfer-Encoding: 8bit
    Content-Type: text/html; charset="utf-8"

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    Answered by Longwood on June 20, 2012 at 10:40 AM

    Also, here is the text of the failed delivery emails I'm receiving:

     

    The original message was received at Wed, 20 Jun 2012 10:02:18 -0400 from [127.0.0.1]

     _____________________________________________________________________________________________

       ----- The following addresses had permanent fatal errors ----- <cpeet@longwoodindustries.com>

        (reason: 553 Requested action not taken: mailbox name not allowed or chunk too large)

     

       ----- Transcript of session follows ----- ... while talking to mail2.longwoodindustries.com.:

    >>> MAIL From:<cpeet@longwoodindustries.com> SIZE=3971

    <<< 553 Requested action not taken: mailbox name not allowed or chunk too large

    501 5.6.0 Data format error

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    Answered by Longwood on June 20, 2012 at 11:07 AM

    In addition, I've used this form for nearly a year and half with no problems and suddenly it will not submit email inquiries as well?

    http://www.fairprene.com/inquiries.htm

     

    Regards,

    Creighton

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    JotForm Support

    Answered by Mike_T on June 20, 2012 at 06:35 PM

    This problem is most probably related to your mail server. We send thousands of emails daily and we do not receive any similar reports from other JotForm users.

    It seems that some messages are being delivered to your email, and some are not.

    Here are fresh mail logs:

    /var/log/mail.log:Jun 20 10:58:05 monk sm-mta[9171]: q5KEnelj004825: to=<cpeet@longwoodindustries.com>, delay=00:08:25, xdelay=00:00:02, mailer=esmtp, pri=120000, relay=mail2.longwoodindustries.com. [72.242.17.18], dsn=2.0.0, stat=Sent (Requested mail action okay, completed)

    /var/log/mail.log:Jun 20 11:08:07 monk sm-mta[13869]: q5KF4vBw012002: to=<cpeet@longwoodindustries.com>, delay=00:03:10, xdelay=00:00:02, mailer=esmtp, pri=120000, relay=mail2.longwoodindustries.com. [72.242.17.18], dsn=2.0.0, stat=Sent (Requested mail action okay, completed)

    /var/log/mail.log:Jun 20 11:04:57 monk sm-mta[12002]: q5KF4tBw012000: to=<cpeet@longwoodindustries.com>, delay=00:00:02, xdelay=00:00:02, mailer=esmtp, pri=120936, relay=mail2.longwoodindustries.com. [72.242.17.18], dsn=5.6.0, stat=Data format error

    /var/log/mail.log:Jun 20 11:04:57 monk sm-mta[12002]: q5KF4vBw012002: to=<cpeet@longwoodindustries.com>, delay=00:00:00, xdelay=00:00:00, mailer=esmtp, pri=30000, relay=mail2.longwoodindustries.com., dsn=4.0.0, stat=Deferred: 421 SMTP service not available, closing transmission channel 

    Please contact your IT guys to check this out. If you get any details from your IT department that should be checked from our side, please let us know.

    Thank you for cooperation in this matter.

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    Answered by Longwood on June 22, 2012 at 08:34 AM

    Hi - thanks for your replies. It appears the issues have been resolved. Just FYI... from working with IT here, we were able to figure out that "test emails" sent while I am logged into jotform were coming from a server named "monk". For some reason those test messages headers were not showing the sender email as "noreply@jotform.com" although I had that setting selected. Our mail server had authentication issues and would reject them. However, when I put the form online and submitted an inquiry those look to come from "yen" and "yang" servers and the header settings came through correctly w/ proper authentication and solving my issues.

    Glad to have things resolved and functional. Thanks again for your replies.

    Creighton Peet

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    Answered by ruebebe on August 13, 2012 at 03:55 PM
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    JotForm Support

    Answered by Mike_T on August 13, 2012 at 07:21 PM

    @ruebebe,

    Your Email Notification seems to be fine. If the issue still persists, please create a separate thread.

    We would be happy to help.