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    SPF check fail on emails received from Support Forum

    Asked by GlenbowMuseum on June 06, 2013 at 02:28 PM

    I've been chasing my tail for email issues from JotForm forms for weeks now.  So much so that I gave up and just had HR email me directly when they submitted a form, and I'd log in here and grab the PDF.  Notifications were hit and miss.  The form in question (New Emplyee IT Resources Request Form) had two notifications associated with it.  One would send an email to our HR lady so she knew the form had completed properly and for her records.  The second notification would email our helpdesk and that automatically creates a ticket.

    When I tested these from my PC (the link is provided on our intranet) both notifications seemed to work.  When she submitted them from her PC , neither notifications were ever worked. (WTF)?

    So I was scratching my head when I noticed that the link I was using was http:// and the link she was using on our intranet was https://

    I deleted both email notifications and created a single one from scratch......  I then re-embeded the link provided from JotForm on our intranet....  (to me there should be NOOOOOOOOOOOOOO http link but yet it still loads/works), yet when I submit the form using the https link no email is ever sent.

    What's the issue?  It makes no sense to me at all.  Using the form on http:// (which shouldnt even be available) works as I'd expect and sends us 2 emails.  Using the https:// (which should be the ONLY one) we never receieve an email.  I can log in here and retrieve the submission, but no email ever arrives to out spam filter or our Exchange server.. (IT NEVER GETS TO US).

    Emails JotForm email email notifications
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    JotForm Support

    Answered by Mike_T on June 06, 2013 at 03:24 PM

    This is strange, emails should be sent for both http and https submissions.

    I have made two test submissions, and everything seems to be fine from our side, both emails were sent.

    1. First submission.

    /var/log/mail.log:Jun 6 15:12:07 us-app2 sm-mta[14545]: r56JC5V6014541: to=<helpdesk@glenbow.org>, delay=00:00:02, xdelay=00:00:02, mailer=esmtp, pri=128666, relay=spamcontrol.webarmour.ca. [208.38.46.240], dsn=2.0.0, stat=Sent (r56JLfpB026444 Message accepted for delivery)

     

    2. Second submission through https -  https://secure.jotform.ca/form/20875517034251

    /var/log/mail.log:Jun 6 15:14:29 us-app2 sm-mta[16336]: r56JEPUG016333: to=<helpdesk@glenbow.org>, delay=00:00:04, xdelay=00:00:04, mailer=esmtp, pri=128778, relay=spamcontrol.webarmour.ca. [208.38.46.240], dsn=2.0.0, stat=Sent (r56JO1RE026623 Message accepted for delivery)

    According to the logs, emails were accepted by your mail host. Please make sure that the following mail server is not blocked from your side:

    23.29.113.206

    us-app2.jotservers.com

    Thank you.

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    Answered by GlenbowMuseum on June 06, 2013 at 03:56 PM

    Well I cannot explain this.  I sit here half the day monitoring our spam filter (Webarmour) and I've never seen those emails reach our filter.

    Can you please provide me the host name of your mail server(s) so I can search anything that might have been blacklisted?  I'm the one that would make those entries and would have never added Jotform to that list, but perhaps you met some threshhold score and were automatically blacklisted.

    When I search our spam filter for the IP you've provided, I get nothing.  Not stuff that's been recieved and not anything that's been blocked... nothing.  I do however, receive the notification in our spam filter that tells me you've responded to this post.  Would it be the same mail server sending the form submission notifications?  When I get the email stating you've replied, it also indicates you have a bad SPF record (we've been over this and you guys just keep telling me it's correct, but it is not).  Here is a screenshot of your email in our spam filter, telling me you've replied to my post.  www.techdog.ca/downloads/capture.JPG (sorry for the alternate location, it is what I've had available.)

    I have not received any of the tests you've submitted, despite getting some of the tests I did earlier.  That tells me you cannot be blacklisted on our end, or none would have got through.

    Please give me more information on the mail server(s) you might send form submissions notifications from so I can check our spam filter more thoroughly.

    Something is very wrong, and being that I am not having email issues from any other source, I find it hard to beleive it is on our end, but anything is possible.  I'll need more info to check our filter better.

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    JotForm Support

    Answered by KadeJM on June 06, 2013 at 04:35 PM

    You can find the list of Jotform's IP's & Mail Addresses Here that may need to be Whitelisted with your Email Host on your end as sometimes this can cause issues that will result in you not recieving your emails. I double-checked as well but it looks like our server is sending these emails out as it should which is what my colleague stated and has also referenced from our Mail Logs above.

    I'm not quite sure that I understand why your not getting it and then you are able to find notice of a notification to the post being recieved.  It sounds like something that may be a problem on its own within your Email Account or Provider involving the SMTP Setup that relays the message through your dns to your email. Have you got any filters setup that might block this?

    Please let us know after checking all of this so and the IP List so that we can help you more as best we can as necessary.

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    JotForm Support

    Answered by Mike_T on June 06, 2013 at 04:47 PM

    Well I cannot explain this. I sit here half the day monitoring our spam filter (Webarmour) and I've never seen those emails reach our filter.

    Can you please provide me the host name of your mail server(s) so I can search anything that might have been blacklisted?

    It should be us-app2.jotservers.com with 23.29.113.206 IP address.

    I would strongly recommend you to contact your Spam filter provider to find out why you did not get the following messages:

    /var/log/mail.log:Jun 6 15:12:07 us-app2 sm-mta[14545]: r56JC5V6014541: to=<helpdesk@glenbow.org>, delay=00:00:02, xdelay=00:00:02, mailer=esmtp, pri=128666, relay=spamcontrol.webarmour.ca. [208.38.46.240], dsn=2.0.0,stat=Sent (r56JLfpB026444 Message accepted for delivery)

    /var/log/mail.log:Jun 6 15:14:29 us-app2 sm-mta[16336]: r56JEPUG016333: to=<helpdesk@glenbow.org>, delay=00:00:04, xdelay=00:00:04, mailer=esmtp, pri=128778, relay=spamcontrol.webarmour.ca. [208.38.46.240], dsn=2.0.0,stat=Sent (r56JO1RE026623 Message accepted for delivery)

    Would it be the same mail server sending the form submission notifications?

    No, we use different server for support forum email notifications (us-cms.jotservers.com).

    Thank you.

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    Answered by GlenbowMuseum on June 06, 2013 at 05:15 PM

    Okay, when I receive the email (from the notice that someone has responded to this forum post), the "incident details" regarding the bad SPF record show me only:

    0.0 HTML_MESSAGE BODY: HTML included in message 1.1 MIME_HTML_ONLY BODY: Message only has text/html MIME parts 2.0 MIME_HEADER_CTYPE_ONLY 'Content-Type' found without required MIME headers 5 SPF query returned 'fail' After typing my aboev response we did get your tests.... and I've done two subsequent tests that we've also received so it appears to be working now. However my last test is to go to HR and make sure HERS are received as that was the problem to begin with despite me being able to she wasnt able to (for whatever reason)
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    JotForm Support

    Answered by Mike_T on June 06, 2013 at 06:25 PM

    I can confirm this issue with SPF record on the forum email notifications, so I am forwarding this to our Technicians. This should not create much troubles, but I think that this will be fixed.

    However, the SPF issue should not be the case for email alerts related to the forms. I hope that this issue is now solved for you.

    Thank you.

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    Answered by GlenbowMuseum on June 07, 2013 at 01:20 PM

    I have more info.  So I'll try to use point form and attempt to keep it short as well as respond to what I think I need to.

    @Mike_T.  I agree an SPF issue should not be causing us this issue, but when no other issue is apparent, I have to consider even the unlikely.....  if you have a bad SPF record, what else aren't you doing right? (Rhetorical ... just pointing out the position I'm in)

    New info:

    - So after succesful test after successful test last night, HR submitted a real one this morning, that never arrived.  So after being provided your mail server info (us-app2.jotservers.com with 23.29.113.206) I searched our whitelist, blacklist, incoming, outgoing, domains, networks, and you are not referenced by that information at all in our spam filter.  In short we are not black listing or whitelisting you.  That being said, every successful test (the link shows the submission history) has passed right through our spam filter with no intervention required. (form submissions do not trigger any spam criteria - good).  Unlike the forum notification with the bad SPF which get flagged, but can still be released.  What that means is form submissions pass right through our filter un-hindered. (good).  I can show every successful test from the link in Exchange.

    - The form she submitted this morning is available by logging in here and looking at "submissions" and I can see she submitted one for "Skylar".  That email has never made it to our spam filter, has never made it to Exchange, has not been delivered to us.  I can search Exchange or my spam filter for anything you like, there is no record of this submission at all.  I've looked at every incoming email to those addresses (helpdesk and Heather) and I can look at every incoming mail in the last 24 hours from you guys, we have not recieved this email. (the one circled in the link)

    http://www.techdog.ca/downloads/capture2.jpg

    I'm going to be bald by the end of the week if we can't figure this out.  I've had this working for over a year and have not changed the form (until it was apparent that it was no longer working for some reason) and then I simplified the form to have one email notification (as a trouble shooting step)....  sometimes it works, sometimes it doesn't.  All I know is that I've never received the email regarding Skylar.

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    JotForm Support

    Answered by Mike_T on June 07, 2013 at 03:12 PM

    I have created an additional ticket and forwarded it to our Next Level Support. I hope that they will be able to track mentioned Skylar submission.

    If you receive any more submissions without email alerts, please update this thread.

    Thank you for cooperation.

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    Answered by GlenbowMuseum on June 07, 2013 at 03:32 PM

    Will do thanks.

    I even went back to Exhange and the spam filter and searched every email in a 48 hour period for any subject conaining the word "Skylar".  Nadda.

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    Answered by GlenbowMuseum on June 17, 2013 at 10:39 AM
    Seem to me you guys must have found an issue and taken care of an old queue or something…… because THIS MORNING I received 5 tests that were performed between June 6 and June 11th…….. They just reached our perimeter this morning. (It could have been yesterday when the spam filter is not monitored).
    So… each and every test I did as far back as the 6th, finally got here. That tells me without a doubt the issue is/was on your end. I just hope you have it figured out going forward.
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    JotForm Support

    Answered by KadeJM on June 17, 2013 at 11:15 AM

    Hello and thank you for the update about this on your end. I think that this actually was corrected as far as I know since to my understanding it's been resolved. I did check your email once more to doublecheck this from our end and I can see that these emails are going through as I am not seeing any errors listed. I believe those were sent as a reqeued because of the problem that had occurred. Please let us know if you are still getting any delayed messages so that we can assist you more if necessary.

    Mail Server:

    Current Server:

     /var/log/jotform/amazonSES.log:[01/May/2013:12:26:02 -0400] 20875517034251 AmazonSES Sent email to helpdesk@glenbow.org - MessageID:0000013e60ea37fa-a5ea3974-a860-4801-bd64-7084b2f91bad-000000 - RequestId:d097b230-b27b-11e2-b5a0-87f77bfd0ed5

    /var/log/jotform/amazonSES.log:[02/May/2013:11:26:57 -0400] 31192115394955 AmazonSES Sent email to helpdesk@glenbow.org - MessageID:0000013e65da793f-6fc56a89-2484-485d-843e-4dcb44118c6f-000000 - RequestId:b997d000-b33c-11e2-9eaf-3d06d4752289

    /var/log/jotform/amazonSES.log:[06/Jun/2013:10:38:45 -0400] 20875517034251 AmazonSES Sent email to helpdesk@glenbow.org - MessageID:0000013f19ecedd5-8b700038-6ea9-407e-8f76-206974422652-000000 - RequestId:ca798f1a-ceb6-11e2-b545-e9aa29689b85