Have not received email confirmation since this morning, please help!

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    ronenmiz
    Asked on March 22, 2011 at 08:20 PM
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    allanftd
    Answered on March 23, 2011 at 05:23 AM

    HirRonenmiz,

    You may find this link helpful: http://www.jotform.com/faq/#7

    Another possible reason for not receiving emails might be your spam filter or junk folder. Please check your spam/junk folder for the submission email. If it is there, make sure to set it as "No Spam" so that this would not be flagged as spam in the future.

    At this point, it may also help that you contact your ISP or email provider regarding this issue so that they can also start investigating on their end as well. They may have implemented some changes that affected how you receive your emails.

    If the issue still persists, please let us know so that we can investigate further. Thank you for using JotForm!

    JOTFORM SUPPORT

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    liyam
    Answered on March 23, 2011 at 06:41 AM

    I have checked your last email log:

    Current Server:
    Mar 22 05:03:00 ying sm-mta[19602]: p2M92xDL019600: to=<ronen@tversity.com>,
    ctladdr=<jotform@ying.interlogy.com> (1001/1002), delay=00:00:01,
    xdelay=00:00:01, mailer=esmtp, pri=124890, relay=aspmx.l.google.com. [209.85.225.27],
    dsn=2.0.0, stat=Sent (OK 1300784434 u12si19402671ibe.19)

    It would also be helpful if you could give us the time and date when was the last time you received a completed payment so that we can filter out if this is happening on our end or on your service provider.

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    ronenmiz
    Answered on March 23, 2011 at 09:41 AM

    Last time we received a completed payment is this morning at 8:45 am eastern. Last email we got was yesterday at 5:02 am eastern. Between now and then there were more than 10 payments without email. Note that neither the payees not us received an email so I am 100% sure the problem is on your end.

     

    I also checked my spam box and everything else that may relevant, we are software developers not some average user. You can trust me when I say nothing is wrong on our end, and I know for a fact that you guys stopped sending emails.

    Please help!!!

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    liyam
    Answered on March 23, 2011 at 10:10 AM

    Hello,

    As how I understand this, your form has a completed form and you have received payment via paypal but have not received the email.  These more than 10 payments also went straight to your submissions and not marked as pending?

    Will wait for your response.

    Thanks.

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    ronenmiz
    Answered on March 23, 2011 at 10:16 AM

    Yes, this is indeed the case. Payment through paypals were received but not emails sent either to us or to the people making the payments. This has been working correctly for almost a year now and stopped working yesterday morning.

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    liyam
    Answered on March 23, 2011 at 10:21 AM

    Thank you for this information.

    I will submit a ticket to our development team to look into this.

    Thank you for your patience.

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    BaitMeTreats
    Answered on March 23, 2011 at 10:21 AM

    This seems to be an across the board isse as I am seeing this on the forums from several users, us included and all began yesterday. Please help as we may be missing orders as some of our forms ar for Purchase Order and not always Paypal therefore we dont know the order has come thru unless we constantly monitor Jotforms.

     

    Thank you.

     

    Lynn

    Bait Me Treats

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    allanftd
    Answered on March 23, 2011 at 10:52 AM

    Hello Lynn and to everyone who reported this issue. We sincerely apologize for the inconvenience you're experiencing.

    We have indeed observed that other users have reported this same issue. which have prompted us to quickly escalate this problem with the highest priority to our programming team. They're now working on investigating this issue. We'll update you through the support page once the cause is known and this issue is resolved.

    We appreciate your patience and thank you for using JotForm.

    JOTFORM SUPPORT

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    aytekin
    Answered on March 23, 2011 at 11:18 AM

    Liyam only provided the email logs for one of the servers. I see the email on 5:03 on the logs of another server:

    Mar 22 05:03:00 ying sm-mta[19602]: p2M92xDL019600: to=<ronen@tversity.com>, ctladdr=<jotform@ying.interlogy.com> (1001/1002), delay=00:00:01, xdelay=00:00:01, mailer=esmtp, pri=124890, relay=aspmx.l.google.com. [209.85.225.27], dsn=2.0.0, stat=Sent (OK 1300784434 u12si19402671ibe.19)

    But, I do not see any emails today. (23rd) I see that you have payments today. 
    We will keep investigating the issue.
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    aytekin
    Answered on March 23, 2011 at 11:29 AM

    I made a test submission and the email was sent.

    Mar 23 11:27:32 monk sm-mta[6558]: p2NFRUwS006556: to=<ronen@tversity.com>, ctladdr=<jotform@monk.interlogy.com> (1002/1003), delay=00:00:02, xdelay=00:00:02, mailer=esmtp, pri=123920, relay=aspmx.l.google.com. [74.125.95.27], dsn=2.0.0, stat=Sent (OK 1300894052 we13si23017314icb.28)

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    ronenmiz
    Answered on March 23, 2011 at 11:52 AM

    We did receive the test email, do you need us to respond to it?

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    aytekin
    Answered on March 23, 2011 at 12:30 PM

    We found this problem and fixed it now. It was caused by a code change we made for the recent Dropbox integration.

    You should receive your submission emails from now on. This bug only affected emails. So, you can see the previous submissions on your Submissions page. 

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    BaitMeTreats
    Answered on March 23, 2011 at 12:37 PM

    Thank you! We just received a submission from a PO form

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    liyam
    Answered on March 23, 2011 at 12:56 PM

    This is good to hear, Lynn.

    If you have any more questions, please let us know.

    Thank you.

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    ronenmiz
    Answered on March 23, 2011 at 01:27 PM

    Any chance you can send now all the emails that were missed in the last 24 hours or so?

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    aytekin
    Answered on March 23, 2011 at 01:40 PM

    I think it should be possible.

    1. Find the submission on Submissions page,

    2. Click on Edit button,

    3. Submit the form.

    When you edit a submission notification emails are re-sent.

    You will need to do this for each submission you need to be emailed. Sorry for the inconvenience.