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We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.


  • Profile Image

    Why are Comcast Emails not receiving Auto Respond Message ?

    Asked by zapro on October 07, 2012 at 11:16 PM

    I have been try to resolve this Comcast issues for a week or so. One of your tech guys is aware of it. I do not recieve any auto response when using any Comcast email address. I have tried the noreply@jotform suggestion, but to no avail. 

    Please help.

    -Thanks,

    -G.

    Page URL:
    http://zapromedia.com/contact.html

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    JotForm Support

    Answered by Rodjit on October 07, 2012 at 11:38 PM

    Hi,

    I have checked your form settings and your auto responder "Sender E-Mail" is set to noreply@jotform.com, please change it to your personal email address.

    noreply@jotform.com can only be used when your personal email won't work on email notifications even if that email isn't in our bounce list.

    Hope this helps.

    Thanks

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    Answered by zapro on October 08, 2012 at 04:02 AM

    The change you suggested did not work either.

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    JotForm Support

    Answered by idarktech on October 08, 2012 at 04:27 AM

    @zapro,

    I just tested your form and I was able to received the auto-response message.

    Can you try white listing JotMail IP's on your email provider side? This might help. Also, try adding noreply@jotform.com to your trusted sender's list. http://www.jotform.com/help/145-Whitelisting-JotMails-IP-Addresses

    Thanks!

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    Answered by zapro on October 08, 2012 at 04:53 AM

    When you said you Tested my form, did you use a comcast email ?  Because I have stated that the form works fine when no comcast email is used.  

     

    Is this what you are talking about ?  http://feedback.comcast.net/index.php

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    JotForm Support

    Answered by idarktech on October 08, 2012 at 05:24 AM

    @zapro

    Thanks for your reply.

    I used my own email address like how it normally works. Sorry but I'm not quite familiar with comcast, if that's an email forwarder program, try checking it's settings as I'm sure they are blocking email messages coming from JotForm, is that possible with comcast? If there's a way to white list JotMail IP's to that email provider, that would be a big help to avoid messages being caught by spam filters. You can get the IP addresses here: http://www.jotform.com/help/145-Whitelisting-JotMails-IP-Addresses

    Thanks!

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    Answered by jaydorner on October 08, 2012 at 05:26 AM

    I don't know about comcast, but none of my customers are getting auto responder emails from any of my forms at all, regardless of email address?

    Sorry to hijack the topic but my topic is not getting any answers on this?

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    Answered by zapro on October 08, 2012 at 05:29 AM

    You are not familar with Comcast Email ? They are one of the largest ISP in the USA. Owned by NBC Uninversal.  I already use the link you sent me. I sent you a link so that you folks from Jot Form can fill out and request that Comcast remove you from thier list.  http://feedback.comcast.net/index.php

     

    Thanks.

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    JotForm Support

    Answered by Rodjit on October 08, 2012 at 06:06 AM

    @jaydorner,

    EDIT: 

    My colleague has just answered your question on this thread, http://www.jotform.com/answers/136718-Auto-Responder-Emails-not-being-sent#3.

    Thanks

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    Answered by zapro on October 08, 2012 at 06:41 AM

    You folks seem to be stuck on my issue ? 

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    JotForm Support

    Answered by EduardoMendez on October 08, 2012 at 07:05 AM

    Hello There,

    The following are the JotMail IP addresses:

     

    188.138.116.138

    107.20.173.204

    174.34.57.218

    174.34.57.216

    174.34.57.214

    174.34.57.219

    208.117.50.251

    85.25.117.56

    It sounds like you need to have your e-mail administrator whitelist these addresses in order to avoid having your autoresponses picked up by their spam filters.

    Do you have an e-mail address just to check if it appears in our bounce list in order to determine the cause of delivery failure? We appreciate your input!

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    Answered by zapromedia on October 08, 2012 at 07:12 AM
    New response receivedWith all due respect ( because I love JotForm ) You keep giving me the same answers. Where do you White List these IPS ? Here ---> http://feedback.comcast.net/index.php
    I added all your Ip addresses to this form, is this the right place ? Do you know of another place for Comcast ? Two weeks ago one of your Support People
    acknowledged there was some issue with Comcast and he said he’d be keeping an eye on this. I feel like we are going round & round.
    Thanks.
    -Zapro
  • Profile Image

    Answered by zapro on October 08, 2012 at 07:16 AM

    zapptv@comcast.net

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    JotForm Support

    Answered by EduardoMendez on October 08, 2012 at 07:18 AM

    @zapro

    We are trying to help with this issue, unfortunately, I don't see that the issue resides on our end.

    I would like to further troubleshoot and that is the reason I was asking for a comcast e-mail address to which you have tried to send an e-mail.  With that I can see what was the reported issue as explained here.

    Here are a couple of other links that I found helpfull:

    http://postmaster.comcast.net/smtp-error-codes.php

    http://xfinity.comcast.net/constantguard/Support/Contacts

    I'll wait for your response for the e-mail address.  Thanks!

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    JotForm Support

    Answered by EduardoMendez on October 08, 2012 at 07:40 AM

     

    I would like to assure you we are working on it. Currently on the phone with comcast support to see what the issue could be. Here is what we have gotten so far:

    Mail-log for that e-mail address (no errors)

    /var/log/mail.log:Oct 8 04:00:24 monk sendmail[28305]: q9880Ood028305: to=zapptv@comcast.net, ctladdr=noreply@jotform.com (1002/1003), delay=00:00:00, xdelay=00:00:00, mailer=relay, pri=32847, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent (q9880O3m028306 Message accepted for delivery)

    /var/log/mail.log:Oct 8 04:00:25 monk sm-mta[28308]: q9880O3m028306: to= , ctladdr= (1005/1006), delay=00:00:01, xdelay=00:00:01, mailer=esmtp, pri=123045, relay=mx1.comcast.net. [68.87.26.147], dsn=2.0.0, stat=Sent (8Y0V1k0294iVtlJ0DY0V1Y mail accepted for delivery)

    /var/log/jotform/amazonSES.log:[07/Oct/2012:23:12:40 -0400] 22053722644145 AmazonSES Sent email to zapptv@comcast.net - MessageID:0000013a3e5c2f7f-28f431b7-3094-43ed-9635-66080006043b-000000 - RequestId:047bfdbd-10f6-11e2-9221-3d01628e29cf -----------------------------------

     

    Also, As per Comcast's tech support, our IP addresses are not on the block list. The tech support agent will be looking into it further and will contact me as soon as he finds the reason for the problem.

    Here is the link where I was able to find their contact information:

    http://xfinity.comcast.net/constantguard/Support/Contacts

    Hope this helps! I will let you know as soon as I have any updates.

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    Answered by zapromedia on October 08, 2012 at 07:45 AM
    New response receivedThank you very much. Your support is very much appreciated. My only worry is I have many accounts that
    I manage with JotForm ( about 12 ) I hope my clients are not missing any potential business. Any fast
    solution from you and Comcast would be a great relief !
    Thanks Again
    -Z.
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    JotForm Support

    Answered by EduardoMendez on October 08, 2012 at 07:47 AM

    Hello there,

    Here is the response from comcast:

    "I have checked all ip addresses in question as well as message headers from the test message you sent me.

    Nothing is being blocked from comcast. If you have any questions you can email me or contact csa. if the customer in question is not recieving messages to his comcast email address we may have to speak with him and check some of his settings "

    I would suggest to please contact them and please let us know the results!