Submissions not being received

  • smbowen
    Asked on September 18, 2018 at 11:50 AM

    We are intermittently not receiving submitted JotForms.  The latest example occurred on 9/6.  Is anyone else having this issue?  Is there any advice you can give?


    This is an existing form that was created in October of 2015.  The last update was September of 2016.  The error has not occurred, or at least brought to our attention, until recently.


    Thank you

  • Richie JotForm Support
    Replied on September 18, 2018 at 12:16 PM

    I have checked your mail logs and it seems notifications are sending as well as submissions.

    Submissions not being received Image 1 Screenshot 20

    You can view your submission in the submission page.

    Guide:-How-to-View-Form-Submissions

    The form notifications are sent to a different email address nc**.da**@h**healthcare.com.

    You can also view your mail logs history.

    Guide:-How-to-View-All-Your-Form-Email-History

    Hope this information helps.

    Thank you.

  • smbowen
    Replied on September 18, 2018 at 1:45 PM

    Thanks for the reply.  Follow up question - Has JotForm ever experienced issues in sending forms to a shared inbox?  In my scenario we are working out of a shared inbox.

  • Richie JotForm Support
    Replied on September 18, 2018 at 2:15 PM

    Your form notification is only sending to a single email address.

    I have checked the mail logs and the emails are sent. To clarify, the email address nc**.da**@h**healthcare.com. is the shared email address?

    You may try to white-list our domain names and IP addresses: https://www.jotform.com/help/145-Whitelisting-JotMails-IP-Addresses


  • smbowen
    Replied on September 18, 2018 at 2:21 PM

    The mentioned email address (nc**.da**@h**healthcare.com) is the shared inbox. 

  • Richie JotForm Support
    Replied on September 18, 2018 at 2:40 PM

    May we know if you have received the email notification in your email address?

    I would suggest to white-list our domain names and IP addresses: https://www.jotform.com/help/145-Whitelisting-JotMails-IP-Addresses

    It could be that the emials are sent to your spam/junk folder.

    You could also check your SMTP settings if it is working correctly.

    Guide:https://www.jotform.com/help/241-How-to-Edit-Delete-Sender-Emails-on-SMTP-Settings

    Hope this information helps.

  • smbowen
    Replied on September 24, 2018 at 2:28 PM

    I have submitted a request for the IP addresses to be added to the white list. Part of the response I got back is this would not be an issue with emails being blocked since it is an intermittent problem.  We would not receive any of the submissions if this were the case.  The engineers have confirmed the IP addresses are not being blocked.

    To answer your previous question, the person submitting the form did receive confirmation of the submission. 

    The inbox being impacted is a shared inbox using Microsoft Office if that helps.

  • roneet
    Replied on September 24, 2018 at 3:47 PM

    I did check your form's notification email alert and did not find any issue with that. You have configured it correctly and you should receive submission emails without any problem. I also checked our email logs and found submission email was sent successfully.

    Have you checked your SPAM folder already? Please check your SPAM folder and see if the submission emails ended up there. 

    If the issue persists,  I would suggest you please use your own email address with SMTP settings to send submission emails. You may like to take a look at the following guide on how to use your own SMTP setting:  https://www.jotform.com/help/244-How-to-Setup-SMTP-for-a-Form 

    Hope this helps.

    Do get back to us if the issue persists.

    Thanks.

  • smbowen
    Replied on October 4, 2018 at 12:01 PM

    Hi everyone, so based on all the input I've received from this thread I set up a second email address to also receive a submitted form.  When the issue happened again I was able to confirm the personal email address did receive the form where the shared email did not.


    A shared email box is required for my team and the work they perform.  Do you have any advice to resolve the issue with our shared box?  This is not an issue with the IP address or White List since the personal email shares the same access abilities.


    Thanks

  • Richie JotForm Support
    Replied on October 4, 2018 at 1:15 PM

    Can you try to authenticate and verify the custom email address in your account?

    Kindly follow this guide:https://www.jotform.com/help/238-How-to-Add-a-Custom-Sender-Address-to-an-Email-Alert

    Submissions not being received Image 1 Screenshot 20

    Please give it a try and let us know if the issue still remains.

    Thank you.