Reminder Email: The reminder email is not sending at the correct time.

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    awlivesey
    Asked on January 08, 2021 at 08:15 PM

    We have noticed the schedule reminders are not being sent as per the settings / timezone, ours are set for 0900 Perth time (+8) however people are receiving them at 11pm Perth time

    Which is around 14 hours later....

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    Sara_G
    Answered on January 09, 2021 at 04:47 AM

    Hi,

    Apologize for the issue.
    We had a trending issue yesterday on Email Reminders that should have been fixed now.
    Please check again.
    If the problem would persist, could you please tell us if the issue regards one form in particular or all of yours?
    Please share with us the URL of the forms where you noticed this problem: https://www.jotform.com/help/401-where-to-find-my-form-url

    We wait for your response.
    Thanks.

  • Profile Image
    awlivesey
    Answered on January 29, 2021 at 03:06 AM

    No it has not been solved, we are in Perth and have it set to send at 0900, it is now 1606 and Jpt says the email will not be sent for another 6 hours,

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    Sara_G
    Answered on January 29, 2021 at 04:22 AM

    Hi,

    Please share with us the URL of the forms where you have noticed this problem, so we can proceed with further checks.
    We will await for your response.

    Thanks.

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    awlivesey
    Answered on January 29, 2021 at 04:27 AM

    It is not one form it is all forms we ahve schedules for

    so looking at one will not solve your server issues

  • Profile Image
    Sara_G
    Answered on January 29, 2021 at 05:49 AM

    Hi,

    Thanks for your details.
    Please leave us sometime to look at this issue.

    We will come back to you as soon as we will have an update.
    Kind regards.

  • Profile Image
    awlivesey
    Answered on February 12, 2021 at 01:26 AM

    This is still happenning

    Our timezone is set for Perth WA

    Form send time is set for 10am Perth time, however the emails are not being sent at this time, this email says it will not be sent until 1900 that is 9 hours late

  • Profile Image
    roneet
    Answered on February 12, 2021 at 04:04 AM

    I went ahead and checked one of your forms:

    https://www.jotform.com/build/203363366293861/publish/email/reminder

    Is this the correct email recipient that you are trying to send the reminder email to?

    1613120585_602644494d63c_

    Did you try to re-create the reminder emails?

    Looking forward to your respoly.

    Thanks.

  • Profile Image
    awlivesey
    Answered on February 12, 2021 at 04:17 AM

    Even if ypu check that one , you can see it is wrong compared to the settings

    1613121318_60264726d6ee5_

    1613121421_6026478d603bb_

  • Profile Image
    awlivesey
    Answered on February 12, 2021 at 04:18 AM

    in 2hours and 13min it will be 1930 perth time, no where near 1500 perth time

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    Vanessa_T
    Answered on February 12, 2021 at 04:58 AM

    Our apologies for the inconvenience.

    I was able to see the issue in your form.

    I just tried creating a new reminder email on my test form with the same setup as yours but was not able to replicate the issue.

    1613123906_6026514243071_b.gif

    Can you please delete your current reminder email and create a new one?

    If the issue persists, may we create a reminder email on this form, https://www.jotform.com/build/203363366293861/publish/email/reminder?

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    awlivesey
    Answered on February 12, 2021 at 04:59 AM

    of course you wont be able too, this only occured after there was an issue acknowldged by jotform,

  • Profile Image
    grace
    Answered on February 12, 2021 at 06:05 AM

    Hi awlivesey,

    We apologize for the inconvenience this has caused. Did you try to set your remainder email again? My colleague Vanessa_T has recommended deleting your current remainder email setting and create a new one. We've recommended this because If the problem cannot be replicated again, the previous temporary issue may result in obstacles in your workflow of email remainder.

    I've also cleared your form caches. Could you kindly please sure to set the reminder email again?

    We will be waiting for your response in this regard. 

    If you need further assistance or a question, please let us know.


  • Profile Image
    awlivesey
    Answered on February 12, 2021 at 06:07 AM

    Thats a sad answer, if it was that simple why should we report adn what are we paying for each year

  • Profile Image
    KrisLei
    Answered on February 12, 2021 at 06:47 AM

    Hi,

    We sincerely apologize for the inconvenience.

    Please give me more time to further investigate the issue from our end. I will get back to you shortly. Thank you.

  • Profile Image
    KrisLei
    Answered on February 12, 2021 at 07:41 AM

    I have checked the Employee Availability Form - extra shifts form and the email reminder in it. As I have verified, the email reminder is set to be sent at 3 PM GMT Perth time:

    1613131773_60266ffd15989_

    As I have verified, the Greenwich Mean Time (GMT+8) is 8 hours ahead of Australian Standard Time according to this link: Time in Perth: What is the current local time now in Perth, Australia? | GMT (greenwichmeantime.com)

    1613132111_6026714f0c00d_Screenshot_0212

    For example, if it is 8 PM Perth Time, then the GMT is 12 PM, in which GMT is 8 hours behind Perth. That said, this email reminder which is set to 3 PM GMT Perth time, it will be sent at 11 PM Perth (standard) time, correct? It seems that it is showing accurately on my end, and it will be sent in 5 hrs as it is currently 8 PM Perth Time:

    1613133118_6026753e61521_Screenshot_0212

    Please do correct me if I'm wrong, so if you would like to send the email reminder at 3 PM Perth (standard time), you would need to convert it to GMT Perth time, which should be 7 AM GMT Perth time:

    1613133411_602676638c44b_

    Please do get back to us if this is not the case or if I misunderstood your query. Thank you.

  • Profile Image
    awlivesey
    Answered on February 12, 2021 at 07:54 AM

    NO,

    We changed the time to 1500 so it would get sent, the orignal time it is meant to be sent is 0900, however when we logged in at 1200, the schedule time was still 0900 and the scren showed that the email was to be sent in 6 hours.

    So we changed it to 1500 to be sent today, however this does not explain why the emails were not being sent at 0900 today,

    to add to this, now i have checked the form, and the people who are meant to receive it,

    1 - it was not sent at 1500

    2 - teh emails that were there for it to be sent too are no longer there

  • Profile Image
    awlivesey
    Answered on February 12, 2021 at 07:55 AM

    EVERY SIMPLE BEFORE THE ISSUE JOTFORMS HAD, WE SET THE TIME TO 0900 AND THEFORM WAS EMAILED AT 0900


    JOT FORM HAD AN ISSUE ONE WEEK AND SINCE THEN NOT BEING SENT AT THE NOMINATED TIME, AND NOW OUR EMAILS ADDRESSES OF THE PEOPLE THIS WAS SENT TOO IS MISSING

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    JohnRex
    Answered on February 12, 2021 at 08:43 AM

    I'm currently within the same timezone as yours (GMT+08:00), and when I checked the SCHEDULED EMAIL REMINDER on your form, here's what's shown on my end:

    1613136626_602682f2e9235_

    1613136663_602683173c566_It seems the system is using Eastern Time to determine the duration for the next email to be sent - which provides a confusion.

    As you can see here, it's 6 hours before 3PM in EST/EDT, while 4AM for PERTH and my timezone:

    1613137226_6026854a248f9_

    And since you have set it to 3PM, it is confirmed that it indeed uses EST Timezone.

    So if you plan it to be sent 3PM Perth time, please try setting it to 4AM and see if it makes any difference.

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    awlivesey
    Answered on February 12, 2021 at 08:47 AM

    NO

    As i said before we changed it to 3pm so it would send out within the hour, which it did not,

    Previous (before jot had a schedule error) the emails were sent at the correct time, if we had 9am the form was sent at 9am, and if we had 10am it would send at 10am

    However one week there was an error on jot schedular adn multiple forms were sent throughout the day / night,

    Since then the forms are not being sent out as per the time set, adn now the email addresses are gone,

    THERE IS AN ERROR ON YOUR PROGRAMMING / SERVER

  • Profile Image
    roneet
    Answered on February 12, 2021 at 10:03 AM

    Let me forward this ticket to our backend team to take a look at this further.

    We will update you when we receive any information on this.

    Thanks.