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    Submissions not being forwarded or sent

    Asked by wegoshop on June 12, 2013 at 12:36 PM

    One of our many forms is accepting submissions, but the submission is not being sent to our email. We can see the submission in our JotForm submissions folder but it does not get delivered to our email account. We have checked spam folders and nothing. I have sumitted two tests and they show in the submissions folder but that is it. The four most recent submissions, two of which are tests, for http://form.jotform.us/jsform/21765195837162 have not been recieved to our email. I have no idea if this is happening with all of our forms or if it is just with this form. I  have seen that others have submitted trouble requests for the same problem and no resolution has been made.

    Page URL:
    http://www.wegoshop.com/orderform26.html

    Submissions forwarded JotForm email problem
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    Answered by EliezerN on June 12, 2013 at 02:16 PM

    Hello wegoshop,

    I have seen your comment in other's question post, and just to clarify things the noreplay@jotform.com must be setup in the Sender Email of the notification not in the Autoresponder. In thew notification settings you don't  have the Sender Email setup to noreplay@jotform.com, see: 

    Your email address is not in the bounce list.

    If the issue persists, you may whitelist our domain names:

      - jotform.com

    ·  - email.amazonses.com

    ·  - amazonses.com

    ·  - jotform.co 

    ·  - secure.jotform.co

    ·  - s3.amazonaws.com  

    ·  - static-interlogyllc.netdna-ssl.com

    (We use Amazon SES method for "noreply@jotform.com" sender.)

    I will kindly recommend you to follow the steps into the next guide to have a deeper knowledge to prevent this kind of issues: How to setup email alerts to prevent email bouncing realted issues.

    It is a pleasure to assists you.

    Thanks!

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    Answered by wegoshop on June 12, 2013 at 02:21 PM

    Is it noreplay@jotform.com or no reply@jotform.com? Please check your spelling and make sure that you are telling us correctly.

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    Answered by EliezerN on June 12, 2013 at 02:31 PM

    I apologize if some spelling mistake, it is noreplay@jotform.com. And please, do the  changes in the Notification and not in the Autoresponder as you see in the screenshot below:

     

     

    Thanks!

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    Answered by wegoshop on June 12, 2013 at 02:34 PM

    I am going through every one of my forms and making the changes, which is a pain, but I think i am going to have to argue with you here and say that it is noreply@jotform.com and not noreplay@jotform.com. You are adding an extra letter A in the word reply.

  • Profile Image

    Answered by wegoshop on June 12, 2013 at 02:37 PM

    I also would like to note that I do not understand how one day everything works fine and then all of the sudden, without making any changes to my forms, it no longer works properly.

  • Profile Image

    Answered by wegoshop on June 12, 2013 at 02:49 PM

    For the time being, it appears to be working by adding noreply@jotform.com to the notification. But only time will tell if this is a complete fix It seems that if it is not one problem, it is another with jotform. i must say its too bad that i have so much invested in jotform to switch at this point.

  • Profile Image

    Answered by EliezerN on June 12, 2013 at 03:24 PM

    Sorry very much sir, you are right, that was my error, I deeply apologize for that.

    It is noreply@jotform.com  as you stated, I'll admit that this was a mistake from my person.

  • Profile Image
    JotForm Support

    Answered by jonathan on June 12, 2013 at 03:25 PM

    @wegoshop

    We apologize for any inconvinience this has caused you.

    But using the noreply@jotform.com on the Sender E-mail on the notifications emails should duly fix this issues.

    Just to give you more details, I have checked your form's email log and you can compare the 2 distinct log result below, when noreply@jotform.com was not used and applied after

    /var/log/mail.log:Jun 12 12:17:17 us-app2 sm-mta[1692]: r5CGH85a001689: to=<####Weber@wegoshop.com>, delay=00:00:09, xdelay=00:00:09, mailer=esmtp, pri=122735, relay=webmail.wegoshop.com. [184.172.172.38], dsn=5.1.1, stat=User unknown ---- /var/log/jotform/amazonSES.log:[12/Jun/2013:14:43:03 -0400] 21765195837162 AmazonSES Sent email to ###Weber@wegoshop.com - MessageID:0000013f39b2bec1-91398cac-5ccf-4537-bf54-ec4dbb8ca4b7-000000 - RequestId:e9b3933c-d38f-11e2-973e-f3020efc7149

     

    As you can see on the 1st log(not sent), the dsn=5.1.1 stat=user unknown is due to unable to resolved the target email address. It is "user unknown"

    On the 2nd log (sent), it was Sent Email, because the issue of the unknown email address was resolved since there is now and indicated email noreply@jotform.com

     

    Please contact us again anytime for any issues.

    Thanks.