Copy of original submission never sent.

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    AgilityAssoc.Canada
    Asked on March 21, 2018 at 12:53 PM

    Hi,

    It appears a copy of this submission 3972772073623707900 was never emailed to the recipients. The gentleman who made the submission indicated when he submitted it an "error" message  appeared. The submission appears on the submissions page and it was sent to my integrated sheet.

    Today I resubmitted it and it took a long time to go to the thankyou page. There was no error and the recipients did get a copy.

    Do you possibly have any explanation for the error that I can pass on to my users?

    Best regards, Robert

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    EltonCris
    Answered on March 21, 2018 at 02:17 PM

    Since your form has email conditions, would you mind providing the specific email address that is not receiving email notifications?

    Also, please give us more details about the error message they've encountered. If you have a screenshot that shows the error, please upload it to your thread here https://www.jotform.com/answers/1421824 so we can check. If it's true that the error shows after the form is submitted, it is possible that the notification isn't processed. I'd suggest to manually send them to your customers on your form submissions page for now.

    We'll look forward to your reply. Thanks

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    AgilityAssoc.Canada
    Answered on March 22, 2018 at 11:00 AM

    Hi, 


    I cannot provide the information you need. This was a onetime error and my client never made a screen shot. All submissions since then, even his, have been working just fine. I’m sorry but I can’t be of much help.


    The people that should have received a copy are my self,  then cac@aac.ca and the person submitting in this case claudedionne98@videotron.ca

    I'm sorry I can't be of more help. With such little information I believe you cannot offer a very good explanation. I just was looking for something I could offer up to my users.

    You may get a copy of this note by email also.

    Best regards, Robert


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    david
    Answered on March 22, 2018 at 12:29 PM

    The only thing I can find in our logs was the forwarded submission.

    1521735913Capture.PNG

    I was unable to locate original. 

    For one off issues like this, it is hard to say why the email did not trigger.  The best thing to do would be to inform the user that if there is any sort of error message shown to document the message.  Even just the error text would be most helpful.

  • Profile Image
    AgilityAssoc.Canada
    Answered on March 22, 2018 at 05:40 PM

    Thanks for the advise. I will post a note to the users. 

    Although a further question, If an error occurs would it be OK to suggest submitting the form a second time?

    Regards, Robert

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    John_Benson
    Answered on March 22, 2018 at 09:09 PM

    Hello Robert,

    If an error occurs and you still receive the submission, I think you did the best way by resubmitting it so the recipient can get a copy of it. 

    It might be an internet or network connection issue. We may need further details so we can investigate the issue. Could you please provide what "error" message displayed after submitting the form?

    We'll wait for your reply. Thank you.

  • Profile Image
    AgilityAssoc.Canada
    Answered on March 23, 2018 at 09:24 AM

    Hi,

    As I indicated above;

    I cannot provide the information you need. This was a onetime error and my client never made a screen shot. All submissions since then, even his, have been working just fine. I’m sorry but I can’t be of much help.

    I think I have what I need, thank you, Robert