a problem with email notification.

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    bystric
    Asked on October 21, 2012 at 07:12 AM

    Hello.

    We have a problem with email notification settings on JotForm.

     

    We have a form, and there is two email notification on it. For order@lb-electro.ru and for info@lb-electro.ru. These email are absolutly equal. This setting has been working for months. But something happened this week and we DO NOT receive notifications on the order@lb-electro.ru now but we stil receive notifications on the info@lb-electro.ru email.

    We also DO NOT receive a test emails on the order@lb-electro.ru, but receiv them on the info@lb-electro.ru.

    We asked our hosting support, but there is no problem on their side.

     

    Could you please give some advice what should we do to fix this problem? This is not convenient to receive a notifications only on the info@lb-electro.ru email.

     

    Thank you!

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    moonzkie
    Answered on October 21, 2012 at 07:20 AM

    Hi,

    It seems that your email address "order@lb-electro.ru" is in our bounce list. I have remove your email address now in our bounce list and it should be working fine by now.

    Thank you!

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    bystric
    Answered on October 21, 2012 at 07:25 AM

    Thank you for thw answer!

    I try to send a test message on the order@lb-electro.ru now, but i stil do not receive it.

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    moonzkie
    Answered on October 21, 2012 at 07:39 AM

    Can you please configure your email alerts' sender name and email to "JotForm" and "noreply@jotform.com", respectively.

    If changing Sender name and email does not help, ask your hosting provider to add these IP addresses to their whitelist:

    174.34.57.214
    174.34.57.216
    174.34.57.218
    174.34.57.219
    208.117.50.251

    Just please let us know if you need any further assistance. Thank you so much!

  • Profile Image
    bystric
    Answered on October 21, 2012 at 07:45 AM

    Thank you! I will try to do it and let you now about results!

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    moonzkie
    Answered on October 21, 2012 at 08:56 AM

    Will wait for your update. Thanks.

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    bystric
    Answered on October 21, 2012 at 10:29 AM

    Everything is ok now! Thank you very much!

    Could you please explain why the email was in the your bounce list? What should we do or what should not we do so that the problem does not happen again?

  • Profile Image
    moonzkie
    Answered on October 21, 2012 at 10:49 AM

    An email address ends up in our bounce list when the recipient server rejects the email messages sent by our servers, mostly due to very strict anti-spam measures.

    More often than not, it is a DomainKeys issue that causes the bounce/rejection. Adding our mail servers to your whitelist should rectify the problem.

    Thank you.

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    bystric
    Answered on October 21, 2012 at 11:11 AM

    Thanks!

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    fdaghmash
    Answered on October 29, 2012 at 06:11 PM

    Hello Jot Form team,

    I've the same issue with this email address: meddie@fctassembly.com
    Which I used to recive the email notification on it, then suddenly stopped. Please try to see if this added to the bounce back list.

    Let me know what other things I can do.

    P.S: I am receiving emails sent to other people in that domain

     

    Regards,

    Firas

  • Profile Image
    pinoytech
    Answered on October 29, 2012 at 06:30 PM

    Hi Firas,

    meddie@fctassembly.com is in our bounce list upon checking and this is the reason:

    Reason(s) : 5.1.2 - Bad destination host 'DNS Hard Error looking up fctassembly.com (A)= :  domain has no A record'

    I've now remove it for you and it whould be working fine by now.

    Feel free to contact us if need further assistance.

    Thank you!

  • Profile Image
    idarktech
    Answered on October 29, 2012 at 06:31 PM

    Hi Firas,

    It's indeed in the bounce list again.

    If you haven't yet whitelisted JotMail IP's please do so to avoid this from happening again.

    http://www.jotform.com/help/145-Whitelisting-JotMails-IP-Addresses

    In addition to that, please add noreply@jotform.com to your trusted senders list.

    Hope this fixes the problem. Thanks!