We are not getting all of our responses sent to our email. Why?

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    asmithybc
    Asked on October 09, 2012 at 08:55 AM

    We read your forum about this issue online and had our IT department add your IP addresses to our white list and we are still only receiving some of the email responses. We have two email addresses set up and sometimes one email gets the responses and then doesn't when the other email receives them. Some are not going to either email addresses. 

    We have used JotForm for numerous things and have always had email notifications sent to more than one email address and it worked perfectly. 

    Please help!

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    NeilVicente
    Answered on October 09, 2012 at 09:07 AM

    Hello,

    Your email address is cleared on our end, which means notifications are sent successfully from our servers. Upon checking your form though, particularly the 1,000 pts form, I noticed that both notifications contain the same email, which is tl**e@y**online.com.

    You might want to check that out and configure it properly. By the way, if you are using the Test Email function, I would like to inform you that it can only send the notification message to the account owner, regardless of the new recipient address you have configured the form to send to.

    In order to test if the form sends to the new recipient address, you will need to submit the actual form. While editing the form, click the Preview button > fill the form out > then click the Submit button.

    If you're still missing notifications, you might want to take a look at your Spam/Bulk/Junk mail folders as well.

    Regards

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    asmithybc
    Answered on October 09, 2012 at 09:21 AM

    On my JotForm it shows two different email addresses. tl**e@y**online.com & tc****a@y**online.com. Can you please check again and if it's not showing you her email address then what will we need to do. 

    We also run another JotForm, which has been up for months and are not getting any responses for that as well. 

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    NeilVicente
    Answered on October 09, 2012 at 09:38 AM

    Sorry about that. It must be my bad eyes at work that's why I thought the addresses are one and the same.

    Have you checked your spam folders for the missing emails? Also, are you sure that the correct IP addresses were added to the whitelist? If so, try whitelisting noreply@jotform.com as well.

    By the way, I have just sent a test submission on your form. Can you please confirm if the notification was received on both addresses?

    ----------

    We also run another JotForm, which has been up for months and are not getting any responses for that as well.

    What is the URL/ID/name of this form, and under which account was it created?

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    asmithybc
    Answered on October 09, 2012 at 09:42 AM

    We have double checked the whitelisting and those are correct. 

    We have checked our junk mail and some are going to tc****a@y**online.com. The ones that are going to her junk mail are the ones I'm not receiving at all. 

    I tl**e@y**online.com got your test notification but tc****a@y**online.com did not, not even in her junk mail.

     

    Here is the URL for the other JotForm.

    http://www.jotform.com/form/11935706526

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    NeilVicente
    Answered on October 09, 2012 at 09:47 AM

    I have sent another test submission using a slightly different configuration for the notifications.

    Can you please check? Thanks!

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    asmithybc
    Answered on October 09, 2012 at 09:48 AM

    We both got your last notification however, there was a outside submission from our clients and I did not receive this one and she did to her regular inbox.

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    NeilVicente
    Answered on October 09, 2012 at 09:54 AM

    Did that 'outside' submission come from "JotForm", or did it have the client's name as the sender name?

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    asmithybc
    Answered on October 09, 2012 at 10:01 AM

    This is how it came in...... "James B. Test" <noreply@jotform.com>

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    NeilVicente
    Answered on October 09, 2012 at 10:03 AM

    Thank you for that information. May I ask if you're using Gmail to check your email messages?

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    asmithybc
    Answered on October 09, 2012 at 10:08 AM

    tc**** is using Microsoft Outlook & tl** is using Mac Mail

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    NeilVicente
    Answered on October 09, 2012 at 10:17 AM

    Alright. This seems to be an email client issue.

    The notifications seem to be rejected by the email client when the sender name is not "JotForm".

    Kindly follow the guide below to add noreply@jotform.com to your respective email client's whitelist:

    http://email.about.com/od/outlooktips/qt/et110505.htm

    http://email.about.com/od/macosxmailtips/qt/et121405.htm

    http://email.about.com/od/macosxmailtips/qt/et111705.htm

    Then, revert back your notifications to use "Full Name" as their sender name, if you still prefer them that way.

    Let me know how it goes from here on out.

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    asmithybc
    Answered on October 09, 2012 at 01:22 PM

    Ok we both did as you mentioned above. 

    We tested it from the website from our server and we both got it. Then we tested it from a cellphone and we both did not get it. Then I tested from the website twice after and I did not get either of them and she got both in her junk mail.
    http://form.jotformpro.com/form/22673681483966

     

    *As for the other URL I will have to keep you updated when an outside costumer requests a quote.

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    asmithybc
    Answered on October 09, 2012 at 01:26 PM

    We also looked at our submissions on the JotForm and there were two that came in recently that we both did not receive anywhere.

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    NeilVicente
    Answered on October 09, 2012 at 02:31 PM

    This issue is quite baffling, especially if you think that all kinds of whitelisting were done.

    After I sent two submissions on your form, I checked our mail logs and found the 'message sent' records for both of your email addresses.

    If the IP's are indeed whitelisted, the notifications should be received successfully by your email provider. And since the address noreply@jotform.com was supposedly whitelisted on your mail clients as well, the notifications should have been sent straight to your inbox - not missing, and absolutely not on your Junk folder.

    Would it be too much to ask your IT department for your server's email logs? I may be grasping at straws here, but I think the problem may lie at your end.

    On a related note, did you follow my advice of reverting back your notification settings to use "Full Name" as their sender address?

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    asmithybc
    Answered on October 09, 2012 at 02:54 PM

    I will talk with the IT department and get back to you. 

     

    I did not change them at first, then I did change them and that's when I did not receive anything so I changed it back. Either way we still did not receive our clients forms. We received the first test (that I sent) then it went downhill after that. 

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    asmithybc
    Answered on October 10, 2012 at 07:49 AM

    We have been working with our IT department to try and resolve this problem.  We found some of the emails that were stuck in our SPAM, however, they were listed from Jotform at different email addresses other than the ones you told us to white list.  --  Example:  @amazonses.com  AND jotformpro.com  We are hoping that adding those two addresses to our white list will ensure we receive the notification emails.  Are there any other addresses that we should watch for so we don’t miss out on notifications from our customers?  If so, please advise so we may add those to our list as well.


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    liyam
    Answered on October 10, 2012 at 09:24 AM

    Hello asmithybc.  If you change your email notification's sender address to any email address field on your form (not noreply@jotform.com), this makes the whitelisting of JotForm's IPs become necessary.  Doing this kind of setup will make the form notification use JotForm's mail servers. 

    However, if you use noreply@jotform.com, that is when you will be receiving email notifications coming from amazonses.com.

    Hope this clarifies the mystery how it appears that you receive emails from @amazonses.com. 

    Please let us know if you have other questions or concerns.

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    asmithybc
    Answered on October 12, 2012 at 07:26 AM

    Our IT guy found the logs that show the same email coming in to me and tc****. They are coming from different servers and look different. Do you have an email we can send the files to or should I just post all the script? Were not sure why they come from different servers and they were the same email, why is this happening?

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    Deygus
    Answered on October 12, 2012 at 10:02 AM

    Hi and yes could you please send those logs and any other relavent information related to the problem to Jotformsupport@gmail.com so that we can take a look at it to investigate this further. Please make sure you include your emails and forms that this problem is affecting as well.

    I am also noticing that your form's notifications on http://form.jotformpro.com/form/22673681483966 are both setup the same. It appears that this is the case for several other of your forms too, unless you prefer this type of notification setup to only show one email address and not to the other recipients on your team?

    I am thinking that even though this is not supposed to happen, it is possible that there may have been a conflict created between the separated notifications. Have you tried setting up one of your forms that is having this problem so that both emails are in one notification a Multiple Email Notification to see if this helps correct the issue.

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    guest_22853830008046
    Answered on October 12, 2012 at 01:26 PM

    I sent you the email with the logs. Please let me know that you got it.

     

    We also changed the notification(s) all to ONE notification with all our emails within. We were not aware we could do this before. So hopefully, this will help/change the issue.

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    Mike_T
    Answered on October 12, 2012 at 05:22 PM

    I have replied to your email. If you need any further assistance on this, just let us know.

    Thank you for cooperation.