Issues Receiving Forms with Comcast Email Addresses

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    comfortzones
    Asked on August 21, 2017 at 04:34 PM

    Since early May, we've increasingly been having issues receiving JotForm submissions on any Comcast email account. We've tried many. They do not go to the Inbox or SPAM. They don't make it that far.

    This was a new issue then. It's getting worse now, so that even JotForm Support Responses are not making it through.

    Comcast appears to be filtering or blocking JotForm emails even before they hit the SPAM Folder. They simply never make it. Whitelisting by adding JotForm Emails to the Comcast Control Panel Address Book does nothing to help the situation.

    This appears to be something between your IP Address(es) and Comcast. We've had numerous chats with Comcast to no avail. We're hoping that it can be resolved between your IT people and Comcast's, because JotForm is incredibly valuable to us. And if it's affecting us, it must be affecting many others.

    Thanks for a great product. We're hoping you can rectify the issue.

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    david
    Answered on August 21, 2017 at 05:31 PM

    We have been having ongoing issues with @comcast.net email addresses rejecting emails.  The issue according to comcast is the following:

    554 - [PTR lookup failure] Comcast requires all sending mail server IP addresses have a valid PTR record set up. This error results when the lookup failed. NXDOMAIN response. One of the authoritative servers for the relevant section of the in-addr.arpa DNS tree is saying that there is no PTR record for the given IP address.

    There are a few other users who have reported the same.  I will forward your thread to our developers as well.  As soon as we have any updates, we will let you know.

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    servet
    Answered on August 22, 2017 at 04:20 AM

    We're already working on it. I will inform you about updates asap. Thank you for the understanding and patience.

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    comfortzones
    Answered on August 22, 2017 at 11:16 AM

    Thank you so much. Your service is both appreciated and essential to us and our business.

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    david
    Answered on August 22, 2017 at 11:24 AM

    Very welcome!  As soon as we have any new information we will let you know in this thread.