Not all email recipients are receiving emails

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    elementstudioswest
    Asked on June 09, 2020 at 09:50 AM

    Good morning.


    We use Jotform to report on activities several times a day. There are four recipients designated to receive emails automatically generated when the form is submitted. Not all recipients are receiving all submissions.

    We checked SPAM and JUNK email boxes. 

    This is inconsistent, as sometime all four will receive the email. Other times, only two recipients will receive the email, and at other times only one. 

    We have even had situations were each of us have received the same email twice.

    Any thoughts on how to resolve this?


    [The example I am attaching is one that was received twice. It was originally sent/receive on 6/8 at 4:05pm. A duplicate was received on 6/9 at 5:53am.]


    Thanks, 

    Jim


    Screenshot
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    Bojan_J
    Answered on June 09, 2020 at 10:52 AM

    Greetings Jim.

    Thank you for your message.

    Can you please let us know what emails are not receiving Notification emails? Please provide them so we can check our Logs to see their status. Additionally, can you please provide an ID of submission they did not receive? 

    Regarding the duplicate messages, can you please let us know can you see duplicate submissions from the Submissions/Inbox page. If there are some duplicate submissions, please send us the submissions ID.

    You can click here to see where to find the submission ID.

    Thank you for your cooperation. 

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    elementstudioswest
    Answered on June 09, 2020 at 04:22 PM

    These are the two submissions that were not received by at least one of the recipients: 4675285025026509236 and 4675163965024386101

     

    Also, this morning, I received all seven submissions from yesterday in my email again.

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    Jimmy_D
    Answered on June 09, 2020 at 09:45 PM

    Our apologies for the inconvenience. I checked our email log and couldn't find the notifications emails related to these two submissions. 

    I have forwarded the issue to our back-end team for further investigation. We will update you on this thread as soon as possible. 


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    uygar
    Answered on June 10, 2020 at 04:11 AM

    Hi, 

    JotFrom sends emails through AmazonSES. Several of Amazon Email server IPs are blacklisted. We contacted them for removal. 

    Duplicate submission problem is a bug. Our implementation is in progress. 

    Sorry for the inconvenience. 

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    elementstudioswest
    Answered on June 10, 2020 at 02:48 PM

    Thank you. This is continuing today where a form is submitted once however recipients are receiving multiple emails. I am anxious to have this fixed. Please advise once a solution is found. Thank you.

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    elementstudioswest
    Answered on June 11, 2020 at 10:26 AM

    Can someone please update me as to the status of this? Yesterday, we did not receive an email for one report and this morning, we received a duplicate of an email that was sent yesterday.

    This is beginning to effect my client relationship, so I hope to have resolution soon if possible. Thanks.

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    IvayloK
    Answered on June 11, 2020 at 11:14 AM

    The status of your ticket is "InProgress". As my colleague from the backend team said "Our implementation is in progress".

    We will immediately let you know, if we have any updates.