Email reminders not being sent or sent wrongly

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    conor33583
    Asked on January 06, 2021 at 09:24 AM

    Our email reminders are not sending on any of our forms right now. They are scheduled weekdays at 5am. It's currently 8am and the next scheduled reminder says 3 hours. This has happened two days in a row now. Tuesday it did the same thing. I cleared our form cache in settings as many help forums recommended doing and it did not help. I also went into each form and updated the reminder schedule so that it reflected to correct time for the next reminder. It was scheduled to send at 5am this morning and the next reminder time reflected that. Somehow the next reminder time changed, but the forms are still showing they are scheduled for 5am.


    I created another reminder to send today since our normal one didn't. It was set for 9am Indiana EST, about 30 mins from the time I created the reminder. I looked at it at 9:05 and it said next reminder 7 mins. This is after the original timer said it would send. I waited 10 mins and checked again and it updated to next reminder in 19 mins.

    Screenshot
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    roneet
    Answered on January 06, 2021 at 09:53 AM

    Could you please delete both the reminder emails and then add a new one to see how it goes?

    Looking forward to your response.

    Thanks.

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    conor33583
    Answered on January 06, 2021 at 12:37 PM

    I removed the reminders from one of the forms and created a new reminder the send to myself at 12pm. I received nothing still.

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    Gaetan_B
    Answered on January 06, 2021 at 04:30 PM

    Hi!

    Our apologies for the inconvenience caused. 

    I have forwarded this to our back-end team for further investigations. We will send you a notification as soon as we have an update on this. 

    Thank you. 

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    Sonnyfer
    Answered on January 07, 2021 at 03:10 AM

    Thanks for patiently waiting.

    We received word from our backend team that the issue is now fixed. 

    Please check the same on your end and let us know if you need further assistance.

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    conor33583
    Answered on January 08, 2021 at 08:35 AM

    We did receive the reminder emails on Wednesday and Thursday. Today it looks like the same issue presented itself. I checked the reminders at 8:10 am and they all said next reminder was in 3 hours 40 mins and the Time zone on all the reminders had again changed to Los Angeles (GMT -8). I have deleted all the reminders and rebuilt them and set them for 9am (26 mins) to see if that fixes it. Is there a back end issue that could be causing this?

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    ashwin_d
    Answered on January 08, 2021 at 08:44 AM

    Please note that we had a technical glitch yesterday, but it was resolved by our backend team. There is no other backend issue and the reminder emails should be sent without any problem.

    Please monitor your reminder emails and get back to us if the issue persists.

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    conor33583
    Answered on January 08, 2021 at 02:18 PM

    I set the time back to what we normally have it at. The reminders should be going at 5am on weekdays. Since then the reminder has sent five times.

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    conor33583
    Answered on January 11, 2021 at 08:37 AM

    We are still having issues with the email reminder sending at the correct time. On Friday I recreated all the reminders for Monday at 5am. Friday we received 5 reminder emails throughout the day. We did not receive any emails this morning.

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    Zahra_S
    Answered on January 11, 2021 at 09:31 AM

    We apologize for the inconvenience.

    I am forwarding the updates to our backend team. We will get back to you when we have an update about the issue.


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    conor33583
    Answered on January 13, 2021 at 08:03 AM

    The forms still aren't sending properly and seem to be resetting themselves some how every day. I re-created the reminders yesterday and set them for 9am. All the reminders went out at the scheduled time with the proper From name in them to the proper recipients. So, I changed the send time to 5am, the original time we wanted them to go out. This morning all of them defaulted the from name and the recipients so our users didn't get the emails sent.

    I'm resetting the reminders now to send at 9am so our users can have the form for today. Why do the reminder emails keep changing?? It's been the same problem for a week and the only updates I've gotten are that it's a "backend" issue that is being looked at or has been resolved with no change to the problem I'm having.

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    Kenneth_C
    Answered on January 13, 2021 at 08:21 AM

    Hi there,

    The ticket has now been assigned to our backend team and is now marked as "Important".

    I will notify them regarding this, so kindly wait for their response.

    Best.

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    conor33583
    Answered on January 14, 2021 at 09:02 AM

    Just to update, the reminders reset again over night. The "Email Subject", "Sender Name", and the "To" all reverted back to previous data. The reminders did send at 5am as scheduled, but only to myself since the To changed.

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    Eduardo_H
    Answered on January 14, 2021 at 09:52 AM

    Hello @conor33583

    Thank you for the additional information. I have included this in the escalation report.

    We'll let you know when we have an update from the back end team.


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    conor33583
    Answered on February 01, 2021 at 04:52 PM

    Our reminder emails are still not sending properly. They did not send Thursday or Friday last week and they also didn't send on time this morning. They are not sending at all or sending several hours late for some reason. Today it also sent 5 times when it was scheduled to send at 5am and 1pm. I've completely deleted the reminders and rebuilt them. I've cleared our form cache in our settings several times. Any time I update an existing reminder and click update it changes all the settings to default. It resets the senders name, the addressees, the subject line, and the time zone. We've been using this form for several months with no issues on the reminders. Since the new year we've been having problems regularly with the forms sending on time.

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    Sonnyfer
    Answered on February 01, 2021 at 06:10 PM

    We're truly sorry for the inconvenience. The issue is still being worked on by our developers as of this writing. But still, let me send a follow up on your behalf. They shall update you here soon.

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    conor33583
    Answered on February 11, 2021 at 11:07 AM

    To update, we are still having issues with the forms sending properly. We received forms for Monday/Tuesday and nothing on Wednesday/Thursday. The next email reminder showed that it was going to go out in 1 Day and several hours. I reset the reminder so it displayed the proper reminder time, but at this point I'm doubtful that it will work. We're relaying on this form for a daily COVID survey that we've not been able to complete. Up until Jan we had no issues with the form, but if we can't reliably receive the reminders we may be forced to look at other options.

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    Kenneth_C
    Answered on February 11, 2021 at 12:13 PM

    Hi there,

    Upon checking the ticket, it has now been assigned to a team and is now marked as "Important", however, there are still no updates.

    I will notify the team regarding the matter.

    Thank you for your patience.

    Best.