Problem with submission count & email notification

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    Asked on January 03, 2013 at 01:32 PM

    Normally, people have problems with the submission count increasing when it shouldn't.  However, in my case, the submission count indicates 0, but there is a submission.  Furthermore, I received no notification for the submission.  The form has a file upload on it, and the file has been properly uploaded to the Jotform server.  However, I also have integration with Google Drive, and the file was not uploaded there either.

    What's going on?

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    Answered on January 03, 2013 at 02:23 PM

    -On regards to  "no notifications for the submission", please check this guide out

    Please check your spam folder in Gmail

    -The submission counter gets reset to 0 every first day of every month, so no matter if you have 20 submissions from December, if it's January 1 , the counter will be reset to 0

    -On regards to Google drive integration,  please delete the current integration and make it again. Let us know is this makes any difference

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    Answered on January 03, 2013 at 02:44 PM

    I looked at the guide, and don't think that is the problem.  There is also nothing in the spam folder.

    As for the submission count, only the account level count gets reset to 0 each month.  The number of submissions for a form is permanent.  I have a submission count of 0, but there is data when I look at the submissions.

    It's as if the submission details got saved to the database, but none of the the things that should have happended at the same time (send emails, upload to google drive, update submission count somewhere) actually happened.  It can't be that all of these issues are independant of each other.  Makes no sense.



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    Answered on January 03, 2013 at 03:48 PM


    With regards to your notification, I have made a test submission and based on our mail logs, it was successfully sent on your email:

    /var/log/jotform/amazonSES.log:[03/Jan/2013:20:34:25 +0000] 23285205697258 AmazonSES Sent email to - MessageID:0000013c021f33d0-a1be9f9b-5547-4b1a-ad6c-fb62f22e360e-000000 - RequestId:f652ec0c-55e4-11e2-974e-a945357cf713

    As per stated by my colleague, please check this guide for you to prevent on not receiving the email notifications. 

    I have submitted a ticket to our developers with regards the submissions count.

    As for your Google Drive integration, have you tried to delete the current integration and make another one, as per instructed by my colleague? 

    Thank you.

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    Answered on January 03, 2013 at 06:00 PM



    Thanks for checking it...

    I received the notification for your submission, the submission count was increased, and I have the submission & uploaded file in my Google Drive.  Everything is working now, without any changes.  It just seems that the previous submission just hiccupped or something.

    One small note, though.  Based on one of the fields in the previous submission data, I know that the user started on another form(23215769312250), and clicked a link from the other form to get to this form which gets opened in a new window.  Based on submission times, the user submitted the upload file form, and then went back to submit the original form he started on (23215769312250).

    Unless there is some sort of issue when users link from one form to another, I guess I'll just wait and see if it happens again.


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    Answered on January 03, 2013 at 07:27 PM

    Please keep us informed about the issue.

    We'll be glad to assist you!

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    Answered on January 04, 2013 at 02:47 AM

    The submission count is a cached value and it can sometimes provide incorrect value. You don't have to worry about it. 

    The email problem indicates something went wrong during the submission and it probably did not complete because of that. We did not encounter similar problems by other users so for now we are assuming this was a temporary problem. But, if you can find a way to replicate the problem please let us know.