- jeffyoungAsked on April 07, 2017 at 09:32 AM
I have all of our forms set up as SMTP using firstname.lastname@example.org. My one form listed below changes back to email@example.com automatically multiple times a day and ends up putting multiple recipients on the bounce list and do not receive the notifications they need. None of our other forms have this problem. I go to Settings>email>advanced and chance the sender email a few times a day. How do I get the form sender email to stay firstname.lastname@example.org?
- JotForm SupportdavidAnswered on April 07, 2017 at 11:33 AM
If there is an issue sending via SMTP from an address, it will default back to our email@example.com address to attempt to keep emails sending. This usually only happens when the SMTP settings are incorrect.
It is odd that only one form would have issues though. Does this form receive a higher volume of submissions than your other forms? The only thing I can think of if the SMTP settings are correct is that there could be some sort of limitation on sending from that address.
- jeffyoungAnswered on April 07, 2017 at 11:49 AM
Yes this is our highest volume form. Approximately 50 forms a day. We do have limits set but we are not coming close to the limit. For this email address the limits are internally 500 emails in 30 minutes and external 200 emails in 30 minutes. All of our other forms are working with the SMTP settings, so I don't think that is a problem.
- jeffyoungAnswered on April 07, 2017 at 12:06 PM
I did receive the below notification from Jotform about this form. But if there is a SMTP configuration error wouldn't it effect all of my forms?
There was an error on your SMTP configuration. Due to that error, our system automatically changed your email sender's address for your form ID
40063922859156 to firstname.lastname@example.org to prevent issues arising from your account.
Please log in to your JotForm account (http://www.jotform.com) to correct your SMTP configuration.
- JotForm SupportdavidAnswered on April 07, 2017 at 01:19 PM
That is the only part that makes me think it might be a limitation on sending, especially due to this only occurring with your higher volume form. The error is a generic error stating there was an issue sending from that address with the current settings. If the address did not allow for sending even though the settings were correct, the error would be the same.
- jeffyoungAnswered on April 07, 2017 at 02:57 PM
Now I am finding that we are having issues with all of our forms. We are not receiving the submissions.
- JotForm SupportdavidAnswered on April 07, 2017 at 03:23 PM
I checked our logs and it seems emails sent from email@example.com are being sent to your addresses but email sent from your address via SMTP are not. The bounce recent bounce list error was as follows:
Too many IPs seen in too short a time frame
It was the same error for each account that was on the list. I am not sure it the error is related to the failed SMTP emails, but there does seem to be some tight restrictions in place by your email provider.
- jeffyoungAnswered on April 07, 2017 at 03:36 PM
Where do you see that error being logged?
- JotForm SupportdavidAnswered on April 07, 2017 at 03:38 PM
The error shows up in our admin panel when we remove an address from our bounce list. This does not show on your end. You can, however, view your email history to see which emails are failing, which addresses are bouncing emails and which are being sent successfully:
- jeffyoungAnswered on April 07, 2017 at 03:54 PM
We don't see the failed email attempt hitting our server.
- jeffyoungAnswered on April 07, 2017 at 04:16 PM
I deleted our SMTP from our account and then added the same info back in and I received a test for I sent that I was nor receiving before. We can also see it hitting our server now. I believe there is some issue on your end somewhere.
- JotForm SupportdavidAnswered on April 07, 2017 at 05:43 PM
The emails are attempting to send when sent from your SMTP address but are failing to send. This means they are triggering on our end but due to something in your configuration or server, they are not able to send. I tested with a couple different Gmail addresses and SMTP emails are sending from those without issue.
- StudioBeAnswered on April 14, 2017 at 07:02 PM
Jeff, I am having a similar issue. When the submission email fails to send (a jotform issue) your form will default back to the noreply address. Up until today, it was annoying but I was able to restore my custom SMTP sender settings and all was good until the next time it failed. However, today I noticed that none of my forms with custom SMTP settings were sending. They are still down and JF has been less than helpful fixing it. Sorry man!
- JotForm SupportKiranAnswered on April 14, 2017 at 10:45 PM
We are sorry for the inconvenience this may have caused. We have experienced a temporary issue with the emails using SMTP a few hours ago and it should be fixed by now. Please do let us know if you are still experiencing any issues. We will be happy to take a look again.