Email history says sent but neither form creator nor user received any emails.

  • Profile Image
    harpbelle
    Asked on November 28, 2019 at 01:30 AM

    Hi

    I confirmed with my IT department that I have set up my SMTP correctly.

    1574922886JotForm2.png

    However, for the very first submission that I received, the user claimed that she did not receive any email when I set up autoresponder emails. Nor did I receive any notification that a submission was made when notifications has been set up.

     

    I have checked my History, it says sent, but neither me nor the user who made the submission has received any emails when we checked our inboxes

     

    1574929317JotForm3.png 

     

    Would you have an idea what's wrong?

     

    I really wish to test submissions but it is limited to 100 per month, I really can't afford to test unless I know what went wrong and it has been fixed.

  • Profile Image
    harpbelle
    Answered on November 28, 2019 at 03:39 AM

    Is this something I have to ask my email provider since there's nothing I can do personally to fix (since I'm not the email provider)?

  • Profile Image
    ashwin_d
    Answered on November 28, 2019 at 04:55 AM

    Yes you need to connect with your email service provider and ask them to whitelist our domains and IP address and see if that solves your problem. 

    If you want, you can yourself whitelist the IPs in your office365 admin account. The following guide should help you: https://support.smtp2go.com/hc/en-gb/articles/360000471954-Whitelisting-Our-IP-Addresses-With-Office-365 

  • Profile Image
    harpbelle
    Answered on December 02, 2019 at 08:22 PM

    Hi, I have an update with my situation;

    My IT admin claims that there were no such emails coming through in the first place, so they were not able to whitelist as it wasn't the source of the problem.

    However we tested a different submission together, I finally received a notification, however the autoresponder emails did not come through. I used the same email address for the autoresponder as the notification email address, and my IT admin's email address for the second autoresponder, but both of us did not receive the autoresponder emails. It very likely means that my SMTP settings are correct and the JotForm IP addresses did not require additional steps to be whitelisted. The problem now lies with the autoresponder emails.

    What could be the problem this time?

     

    1575336578JotForm.png

  • Profile Image
    roneet
    Answered on December 02, 2019 at 08:50 PM

    Could you please delete the autoresponders and create a new one to see due to the cache issue you were not receiving the autoresponse emails.

    Let us know how it goes.

    Thanks.

  • Profile Image
    harpbelle
    Answered on December 02, 2019 at 09:55 PM

    It seems to be working initially, but if I make multiple edits to autoresponder emails, the issue of email not sending happens again. How can I get rid of this cache issue?

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    roneet
    Answered on December 02, 2019 at 10:28 PM

    Have you checked the Autoresponse emails in your Spam folder? I have been testing your Form and noticed that the emails were received in my Spam folders:

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    Let us know how it goes.

    Thanks.

  • Profile Image
    harpbelle
    Answered on December 02, 2019 at 10:44 PM

    Hi roneet

    No, I received them in my inbox which is not the spam folder. However if I do edit any autoresponse email template, then I will no longer receive any autoresponse email. So the only workaround is to to follow what you said I had to do earlier, that is to delete the set up autoresponders and and set up new ones, remember what the edits were, make the necessary edits and repeat over and over until I am satisfied with the entire autoresponse email template and settings. As you said, this seems to be a cache issue which I cannot solve and the only workaround to edit the autoresponder settings is to delete and add, delete and add just so that the actual recipient of the autoresponder will receive that email.

    Now that it is working, my only request is to reset the monthly submissions, because all submissions made this month so far are only for testing, already 13 has been used up as you can see.

  • Profile Image
    roneet
    Answered on December 02, 2019 at 10:58 PM

    We have reset the submissions for this month as we have made some test submission on your Form.

    Thanks.

  • Profile Image
    harpbelle
    Answered on December 02, 2019 at 11:06 PM

    Thank you roneet. Is it possible to raise this as a bug that needs to fixed?

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    roneet
    Answered on December 02, 2019 at 11:19 PM

    You may clone the email and then delete the existing email.

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    This way you do have to repeat the design again.

    Thanks.

  • Profile Image
    harpbelle
    Answered on December 02, 2019 at 11:22 PM

    I did exactly that before, because why go through the pain of editing it all over again? It didn't work in terms of also not receiving the cloned autoresponders, so I had to create one from scratch everytime I need to edit one little thing.

  • Profile Image
    ashwin_d
    Answered on December 03, 2019 at 12:08 AM

    Do you mean to say that when you edit auto-responder email alert, it stops working? When you clone the existing auto-responder email alert, it works as expected. 

    We will wait for your response.

  • Profile Image
    harpbelle
    Answered on December 03, 2019 at 12:20 AM

    Exactly to your first statement. And no, if I clone an existing autoresponder that is no longer sending emails (not based on Email History, but based on the fact that it never arrives in my inbox), the cloned version will not send emails either. Only workaround to edit is to delete, create an entirely new autoresponder and start editing from scratch. Only on the very first save, the autoresponders will send. But if I make changes and save again, no more emails ever. I found that the very same problem occurs with notifications as well as I have just tested.

  • Profile Image
    ashwin_d
    Answered on December 03, 2019 at 12:37 AM

    I did check your form's auto-responder email alert and you seems to have configured custom sender email. 

    I would suggest you to please set noreply@jotform.com as the sender email and see if that solves your problem. 

    We will wait for your response.

  • Profile Image
    harpbelle
    Answered on December 03, 2019 at 12:47 AM

    My notifications and autoresponders (via SMTP) are all set up correctly and working now (actually receiving emails), I just wouldn't dare to edit the notification and autoresponder settings/templates after the first set up from now on because it will cause cache problems as roneet mentioned earlier (not receiving notifications and autoresponders), and therefore having to delete them all and set it up all over again. I think it's a bug that needs to be fixed.

     

    The initial email from "noreply@jotform.com" was on hold due to my email provider's policy, I had to manually permit this address before I could receive subsequent emails from this address. If I changed the sender email back to "noreply@jotform.com" and I release the form to my organization for actual use, I have to tell everyone to manually permit the email address. This is what I am trying to avoid in the first place so that's why I had to configure custom sender email to begin with.

    And really, after all this trouble of pinpointing the problems I don't really want to switch back to "noreply@jotform.com".

  • Profile Image
    roneet
    Answered on December 03, 2019 at 01:24 AM

    We are sorry for the trouble this has caused.

    Generally, once you set up the SMTP details or make any changes to your SMTP settings you would have to delete the email in order to get the new SMTP settings reflected in the email.

    I would suggest you clear the Form Cache. If you experience the issue once again do let us know we will raise a bug ticket for this.

    Thanks.

  • Profile Image
    harpbelle
    Answered on December 03, 2019 at 01:40 AM

    Yes roneet, I have already cleared the Form Cache many times today while testing, it doesn't solve the problem of emails failing to reach our inboxes. When I experienced this issue of emails failing to send, I've never changed the SMTP settings at all since they appeared to be correct.

     

    The source of the problem lies in the fact that, somehow, after making saving changes (if any) to the autoresponder/notifcation email settings, the subsequent emails which were autogenerated after new submissions were made will never actually send (no emails received, even after enquiry with email provider) even though the Email History says it was Sent. As you saw earlier, I tested submissions at least 13 times.

    All the emails will send smoothly if and only if I delete and set up an entirely new autoresponder/notification with all desired settings/edits incorporated and saving ONLY ONCE and never edit the autoresponder/notification setting ever again. In my last 3 test submissions (which I have already deleted) and looking at my inbox I can prove that this is really the case.

  • Profile Image
    roneet
    Answered on December 03, 2019 at 02:12 AM

    So are you intermittently receiving the emails? Every time you have to delete and add a new one to start receiving the emails once again?

    Please confirm.

    Thanks.

  • Profile Image
    roneet
    Answered on December 03, 2019 at 03:44 AM

    Thanks for clarifying further.

    We will surely raise a bug but we need to understand and troubleshoot the exact cause of the issue so that we can give the detailing to our backend team.

    To confirm the causes of the issue scenario:

    --Whenever you edit the Notification/Autoresponse you stop receiving the emails via your SMTP sender email?

    --Cloning the email and then deleting the existing email also does not send via your SMTP?

    --You have configured the SMTP details at the beginning and you have not edited it since then?

    Solution

    The only way to send the email once again via your SMTP is by deleting the email and then configuring it from scratch.

    Please confirm these pointers.

    Thanks.

  • Profile Image
    harpbelle
    Answered on December 03, 2019 at 06:29 AM

    To confirm the causes of the issue scenario:

    --Whenever you edit the Notification/Autoresponse you stop receiving the emails via your SMTP sender email? Yes

    --Cloning the email edited Autoresponder/Notification and then deleting the existing emailAutoresponder/Notification also does not send via your SMTP? Yes

    --You have configured the SMTP details at the beginning and you have not edited it since then? Yes

    Solution

    The only way to send the email once again via your SMTP is by deleting the emailedited Autoresponder/Notification and then configuring it from scratch only once and not making any further editsYes

  • Profile Image
    ashwin_d
    Answered on December 03, 2019 at 08:25 AM

    Thank you for confirmation. I am reporting this issue to our backend team. We will get back to you as soon as we have any update on this.