Why are submissions not showing up?

  • Profile Image
    wambled
    Asked on November 09, 2012 at 10:32 AM

    HI

     

    We run our site through Shopify - we're wambled.com.  We use your app for people to submit music through and in the last week we've had 2 artists tell us they've submitted and we have not received anything.  Please advise.

     

    Thanks.

  • Profile Image
    Welvin
    Answered on November 09, 2012 at 10:48 AM

    Hi,

    I went and check your form submissions and I can see 5 items, are you able to see them and are they not the submissions you are referring to? Also, I have made a test submissions, please check if it went through. 

    Thank you.

  • Profile Image
    wambled
    Answered on November 09, 2012 at 10:57 AM
    It doesn't get forwarded to the email address - info@wambled.com
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    Welvin
    Answered on November 09, 2012 at 11:16 AM

    Hi,

    I have check your mail logs and here they are;

    Current Server: 

    /var/log/jotform/amazonSES.log:[02/Aug/2012:17:00:30 -0400] 22060335600135 AmazonSES Sent email to info@wambled.com -  MessageID:00000138e923bf6d-0a011192-2adc-452d-8796-106be8cdf9f1-000000 - RequestId:1749ceff-dce5-11e1-8f67-855e943fed40

    /var/log/jotform/amazonSES.log:[03/Oct/2012:13:30:49 -0400] 22060335600135 AmazonSES Sent email to info@wambled.com -  MessageID:0000013a27ae0d05-4b57284e-6ccd-4566-a8df-f71ac9ad3887-000000 - RequestId:1257e070-0d80-11e2-bc7d-7dc60a763538

    /var/log/jotform/amazonSES.log:[05/Oct/2012:18:32:44 -0400] 22060335600135 AmazonSES Sent email to info@wambled.com -  MessageID:0000013a330f2e58-0391e192-b43c-4583-b9f6-3e8ecf4c0246-000000 - RequestId:947cd7b4-0f3c-11e2-bb61-29b9e89ae314

    /var/log/jotform/amazonSES.log:[16/Oct/2012:21:57:48 -0400] 22060335600135 AmazonSES Sent email to info@wambled.com -  MessageID:0000013a6c70deb7-a80d2cd9-9912-448f-a997-30b56cee704e-000000 - RequestId:0c76cbbe-17fe-11e2-93ce-51b4a1a5e91a

    As you could see, they are too old. Don't you received any notifications to my test submissions a while ago? Please check your mail inbox or spam folder.

    Thanks

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    wambled
    Answered on November 09, 2012 at 11:22 AM
    That is the only one I saw come through. I did a test and the other 3 submissions I have not seen
  • Profile Image
    Deygus
    Answered on November 09, 2012 at 12:02 PM

    I've checked your form and it appears that you have set it up correctly so I would like to recommend that since you have a custom email domain please Whitelist JotForm's IP's with your email service provider.

    If the problem continues please let us know.

  • Profile Image
    wambled
    Answered on November 12, 2012 at 05:46 PM
    Hi
    I never received an answer on why the submissions are not being pushed to the email account.
    Mike
  • Profile Image
    jeanettebmz
    Answered on November 12, 2012 at 07:38 PM

    It seems you have removed the form from your webpage, can you please let me know the formID so I can check further?

  • Profile Image
    jeanettebmz
    Answered on November 12, 2012 at 08:05 PM

    Ok, I see that your account only has one form and I have sent a submission. As you see on our mail logs (showing on UTC time) , the email was sent succesfully 

    /var/log/jotform/amazonSES.log:[13/Nov/2012:00:55:01 +0000] 22060335600135 AmazonSES Sent email to info@wambled.com -  MessageID:0000013af7431c54-70ad7615-c3d0-4cbb-8e70-fa5f7fb824e6-000000 - RequestId:c0fdb769-2d2c-11e2-85b4-8b9ff166d053

    So , it seems you were not recieving the form's submissions because  the Sender name field was not set to any field on your form. So I changed it and set it to the Full Name field and that apparently solved it . Just let me know if you were able to see it.

    Sometimes it might happen that email servers, they will reject an incoming email if it's not coming with a "Name" , so that is WHY you were not getting form's submissions

  • Profile Image
    wambled
    Answered on November 12, 2012 at 08:38 PM
    The only ones that have been pushed through are your tests? Any l
  • Profile Image
    wambled
    Answered on November 12, 2012 at 08:42 PM
    Sorry it sent early!
    Any reasoning on why I only get your responses?
    Also how do I find all the former submissions?
    Thanks!
    Mike
  • Profile Image
    jeanettebmz
    Answered on November 12, 2012 at 09:16 PM

    Hello again Mike, like I said before the former submissions were never delivered due to that misconfiguration. That is why you will not be able to find any previous one

    Please do test on your said and let us know if you get the submissions properly