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  • Profile Image

    Autoresponder emails not being sent

    Asked by emmabaker on June 20, 2013 at 06:21 AM

    Hi

    I am experiencing difficulties with auto emails being sent from my form. There are 3 stages of the submission. One email at each of the first two 'Submits' and three for the final submission.

    Initially the 2nd email wouldn't send (notification type), but the 1st one would send and if the middle submit was bypassed the final 3 emails (two autorepsonder and one notification) would send (including one to the same person as the 2nd email should go to).

    I then changed the 2nd email to an autoresponder type email. It then sent, but the two autoreponder emails in the final step have stopped sending.

    I don't think there is any issue with the emails being blocked as there are emails going to those addresses and the final stage emails did work fine, but then stopped.

    There are rules for sending the emails, but these are the same rules as those used to changed the thank you message upon submission, and these are working. Thanks

    Page URL:
    http://jotformpro.com/?formID=31623266168960

    Emails Thank You message email message
  • Profile Image

    Answered by sidharth_kch on June 20, 2013 at 07:34 AM

    @emmabaker

    I checked your conditions and see the issues are there.

    If you check your notification conditions:

    # 10 is disabled - so it won't send emails

    and

    #13 is not checking for any conditions so the three emails are not sent. Please rectify this condition and that should solve your issue.

    Let us know if you need further assistance.

    Thanks,

    Sidharth

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    Answered by emmabaker on June 20, 2013 at 08:10 AM

    Hi

    Thanks for the response Number 10 relates to the original email that I tried to use in step 2, so isn't relevant anymore.

    The final one in 13 is a condition, but the question is 'blank', but that actually does refer to a correct option (it's a radio button with no question but an option to be selected before submitting).

    Any other ideas? Thanks

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    JotForm Support

    Answered by EltonCris on June 20, 2013 at 10:08 AM

    @emmabaker 

    Thanks for your reply.

    Sorry but I'm a bit puzzled with your nofitication setup however on my initial test, I was able to received 1 autoresponder email. The other email receives the same as well. 

    If this isn't the problem then it is most probably caused by your email conditions. I would suggest to make a clone with your form and recreate your form condition. Start creating it from the previous working setup or start adding 1 condition at a time then do a test. Sometimes when conditions are conflicting each other, they won't work. I would also suggest to put a label on the "empty radio option" you had in your form. Then instead of removing it's label, inject CSS to hide it. This would be more convenient since you will be able to see it's name on the condition wizard than the empty one.

    I hope this little information helps. Thanks!

  • Profile Image

    Answered by emmabaker on June 20, 2013 at 10:40 AM

    Hi

    That's the email that we're not receiving to either address.

    What might the problem be?

    Thanks

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    Answered by dinesh-it on June 20, 2013 at 11:47 AM

    Hi, The actual problem is you had 2 submit buttons with same name. While filling the form, clicking on the first button will not send any notification according to your condition.

    So Remove the first button and try now. I tested My cloned form and I am able to get 2 Autoresponders successfully, After a long test :).

     

    Hope this solves your problem.

    Thank you.

  • Profile Image

    Answered by emmabaker on June 21, 2013 at 04:05 AM

    Hi

    We require those two submit buttons as they as different steps in the process (one submits to the team member and one to the line manager).

    The problem that we have is that two of the emails on the final submit (the one to the line manager and the one to the team member) are not sending.

    It seems like when @EltonCris tested it, he was receiving the emails..

    thanks

  • Profile Image
    JotForm Support

    Answered by EltonCris on June 21, 2013 at 07:48 AM

    @emmabaker

    Yes, I was able to received autoresponder when I cloned your form. I didn't make any changes on it so your form should work the same as my cloned version. I would suggest to test your form and use different emails like gmail or yahoo  as I believed it was just an issue on the email delivery if I'm right with this.

    I would also suggest to make a clone with that form if you want to make edits on it to avoid messing the original copy. Make another test on the cloned form and compare the result. If you find something that's not right, let us know here and we'll troubleshoot this further.

    Best Regards!

  • Profile Image

    Answered by emmabaker on June 21, 2013 at 09:13 AM

    @EltonCris

    Thanks for the reply.

     I have just tried using a Gmail address for the Line Manager. The 2nd step email comes through, but the final confirmation email in the 3rd step did not come through. There is nothing in Spam.

    Any other ideas?

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    JotForm Support

    Answered by KadeJM on June 21, 2013 at 10:05 AM

    Are you certain you are testing it properly? May I ask what email addresses you are using when you are testing this to get an autoresponse that are having trouble receiving it?

    When I checked your form from my end to test this I received it in my own email via test responses. I was able to view both the Email Notification and the Autoresponder so it seems to me perhaps there is something wrong with your Email Configuration and not the Conditions since I am not seeing any issues with it from my end. I didn't change anything in the form or form email alerts during my tests.

  • Profile Image

    Answered by emmabaker on June 24, 2013 at 05:02 AM

    Hi

    I have tested it with the company email addresses and a gmail account. The email on the first submit (to team member) and on the 2nd submit (to line manager) work fine. Neither of the two emails (to the team member or the line manager) are coming through on the 3rd submit, although the third email on this submit (to our helpdesk email address) is coming through.

    Any suggestions?

  • Profile Image

    Answered by sidharth_kch on June 24, 2013 at 06:12 AM

    @emmabaker

    Please let us know what email id are you using on your form to receive the auto responder email. This will help us investigate your issue.
    Thanks,
    Sidharth
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    Answered by emmabaker on June 24, 2013 at 07:23 AM

    @prometheanworld.com

     

    Also tried a Gmail address once

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    JotForm Support

    Answered by KadeJM on June 24, 2013 at 09:59 AM

    I've looked at our maillogs and it's showing that these are being sent out as they should.


    Current Server:
    /var/log/jotform/amazonSES.log:[10/Apr/2013:06:54:55 -0400] 30992161819965 AmazonSES  Sent email to peopleandculture@prometheanworld.com - MessageID:0000013df39585cc-e719ee11-2c49-44ce-aa4f-22f906ba2592-000000 - RequestId:1432fe71-a1cd-11e2-bdb0-7376faa1061a
    /var/log/jotform/amazonSES.log:[10/Apr/2013:07:06:36 -0400] 30992161819965 AmazonSES Sent email to peopleandculture@prometheanworld.com - MessageID:0000013df3a038ff-db134d5b-9945-4968-99f8-c80e83c3bbba-000000 - RequestId:b62b44c8-a1ce-11e2-87b9-4f2ce957728a
    /var/log/jotform/amazonSES.log:[20/Jun/2013:09:58:57 -0400] 31623266168960 AmazonSES Sent email to peopleandculture@prometheanworld.com - MessageID:0000013f61e184f2-68e5d0c6-3874-4a23-8bce-ec2adb283cd9-000000 - RequestId:8cc8babf-d9b1-11e2-a9b3-ef5ea0cc01d4

     

    May I ask what are the email addresses you used to test for when you mentioned this - 

    Neither of the two emails (to the team member or the line manager) are coming through on the 3rd submit, although the third email on this submit (to our helpdesk email address) is coming through. " Additionally how and where did you test this on your form? Was it setup to check as conditional email or did you use it to test the fill-in of the form?

    I think that because you are using a custom email domain you will probably need to Whitelist JotForm IP's with your email host to begin receiving them correctly since after testing this is showing as coming through but you are still not receiving them.

    As for the gmail address it is possible that it ended up in the Spam Folder since I know that used to happen in my gmail address a few times until I corrected it. Also, are you filling in the form to test it or are you just clicking the " Test Email " button in the email notification instead? It's more accurate to test via filling in a submission yourself.

     

     

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    Answered by emmabaker on June 24, 2013 at 11:54 AM

    @KadeJM

    The email to peopleandculture@... comes through fine.

    The emails to andrew.stringer@prometheanworld.com and sariah.barber@prometheanworld.com are not coming through.

    I've tried the 'from' address as our peopleandcutlure@prometheanworld.com and noreply@jotform.com.

    We have used Jotform on many occasions with various company addresses and they work fine after we got IT to whitelist your IP's.

    I checked the Gmail spam folder and there was nothing.

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    Answered by jeanettebmz on June 24, 2013 at 01:29 PM

    Please have in consideration these points

    1. IF you are using noreply@jotform as your email address for Email notifications, you should not whitelist our IP addresses. It is not necessary.

    If you still are having problems, THEN you must whitelist the following domains:

    (not our IP addresses, IF you keep noreply@jotform.com) 

    Jotmails.com Amazonses.com Noreply@jotform.com jotform.com email.amazonses.com amazonses.com jotform.co secure.jotform.co s3.amazonaws.com   static-interlogyllc.netdna-ssl.com

    2. IF you do not wish to use noreply@jotform.com, THEN you should whitelist our IP addresses.

    This is very well explained in our email problems guide