Some Email notifications failed to send intermittently

  • Profile Image
    mikelnewman
    Asked on August 26, 2019 at 01:23 PM

    I have been having issues with receiving email notifications for myself (email notifications) and the user as an autoresponder.  The issues are becoming increasingly more frequent and it is creating a lot of work flow issues.  

    I have tried everything with IP whitelisting and email filters etc, but I cannot is happening on the user's end.  

    I'd appreciate it if someone could escalate this issue to make sure we can arrive at a solution.  

  • Profile Image
    JohnRex
    Answered on August 26, 2019 at 02:13 PM

    Hi @mikelnewman,

    Apologies for the inconvenience. 

    Could you please provide the form in question so we could check what transpired? You can also try reviewing your form's email history by following this guide on How-to-View-All-Your-Form-Email-History, and see if a specified email was not sent.


  • Profile Image
    mikelnewman
    Answered on August 26, 2019 at 03:43 PM
    Well it's basically happening with all my forms:
    ...
  • Profile Image
    denis_calin
    Answered on August 26, 2019 at 05:28 PM

    Hi Mikel!

    I would like to apologize for the inconvenience you and your patients have been experiencing with not receiving emails as expected. I can see that some emails are still not being sent out properly (for example, there has been only one during all of the summer months which failed to be sent out to mikelnewman@gmail.com, but there are multiple failures with the emails which are addressed to both mikelnewman@gmail.com and newman@newmanfamilydentistry.com). I can see that you are using the standard Javascript embed code to embed your forms. Please try embedding your forms using the iframe embed method, which is outlined in this guide: Getting-the-Form-iFrame-Code. Embedding forms using the iframe code is known as the least conflict-prone method, so hopefully that will resolve this issue. Please let us know if the issue persists.

  • Profile Image
    mikelnewman
    Answered on August 26, 2019 at 06:43 PM
    Ok I will try this. However, I’ve been testing the emails through Jotform’s link through the publish tab and have attained the same results. If I’m still confirming this issue regardless of the embed code then what’s next?
    Sent from my iPhone
    ...
  • Profile Image
    JohnRex
    Answered on August 26, 2019 at 07:43 PM

    As checked, there were two submission emails that were failed to send based on the email logs:

    15668626881940578.png15668627051940578 2.png

    Here are the copies:

    https://www.jotform.com/emails/5d63fe145b31a4520437bf6d

    https://www.jotform.com/emails/5d6407a55b31a4520437ca45

    It seems intermittent though, but let me escalate this to our backend team so they could take a closer look on the issue.

    Rest assured that you'll be informed on this thread as soon as updates are available.