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  • Profile Image

    Notification emails not being received (sent)

    Asked by zeajorge on March 16, 2017 at 03:37 PM

    Hi.

    This is kind of URGENT.

    Several form submissions have not been received via email as always.

    Is there a system outage?.

    I am missing today submission from each of the following forms:

    https://form.jotform.com/50485876304966 (last 2 submissions)

    https://form.jotform.com/50536508416959 (last 2 submissions)

    https://form.jotform.com/62824450706960 (last submission)

    https://form.jotform.com/33128965028155 (last submission)

    I see the submissions when I log in to my account at:  jotforms.com but haven't received emails.

    Any resolution?

     

     

    Thanks

  • Profile Image
    JotForm Support

    Answered by John_Benson on March 16, 2017 at 05:45 PM

    I checked your email history logs and I didn't see any email recipients in the bounce list. Here's a guide on: How-to-View-All-Your-Form-Email-History

    Please check your email spam folder section. If you find JotForm emails please select all of them and mark them as not spam.

    If the issue persists, try to use your own SMTP settings for the sender email: https://www.jotform.com/help/244-How-to-Setup-SMTP-for-a-Form 

    Related guide: https://www.jotform.com/help/364-Why-I-am-not-Receiving-Email-Notifications

    Hope that helps. If you have questions, please contact us again.

  • Profile Image

    Answered by zeajorge on March 16, 2017 at 06:10 PM

    John_Benson hi and thanks.

    It is very strange as it started happening suddenly at the time described.

    Nevertheless, I checked and no emails in my junk nor spam folders.I have jotforms sending email address as safe sender in my gmail settings.

    Cleared my cache on jotforms just in case that could work. - didn't work.

    I also checked the bounce list and didn't find my email address there. - so this is not either.

    I just did a quick test from one of my old forms ... I went to my submission and forwarded one to several (4) of my alternate accounts (all gmails) including my wife's - it didn't come through either.  No gmail accounts are getting jotform notifications .. at least form my forms (not sure if other users that use gmail are having the same issue)

    Then I did a test forwarding it to a non-gmail address (my own server) and it worked; tried an outlook.com account and it worked ... I am puzzled.

    Can you test it ... could it be a blanket block of gmail to your ip address or your sending email address? ... or are they only blocking submission from my forms and not form others?

    I can't figure this one out and I am frustrated. I don't want to have to go in a change all of my emails ... I have too many forms to do this and it will take me ages.

    Help please.

     

  • Profile Image
    JotForm Support

    Answered by Chriistian on March 16, 2017 at 09:55 PM

    Sorry for the inconvenience.

    Perhaps the issue you are experiencing is because we are experiencing a problem with our email servers. 

    "We are experiencing a problem with our email servers. So Email Notifications and autoresponders are queued and they should arrive to your inbox delayed, in the next hours. Our DevOps are working in a solution to fix the issue. We are truly sorry for the inconveniences caused to you and recommend to check the Submissions Page for new submissions, while this is being fixed."

    However, I checked one of your forms now and did a test submit (please ignore my submission) and I can see that it is received on your end by looking at the email logs.

    If you still encountering the issue, do let us know.
    Regards.