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    Notification Email - HTML Image causing delivery issue

    Asked by proservices on October 21, 2013 at 04:22 PM

    Has anyone else encountered a similar situation with their email provider in that they will not allow the auto generated email notification with the HTML image of the form information to go through?

    Here is a transcript of the conversation I had today with our email service provider:  This will give you an idea of the exact nature of the problem as well:

     

     

     

    Chat Transcript

    02:46:53 PM [Richie] Welcome to Rackspace Email & Apps! How can I help you today?

    02:47:49 PM [AJ] I am not receiving an email that is supposed to be sent to me from an automated form application.
    02:48:03 PM [AJ] It's not even going to my quarantine box.
    02:48:32 PM [AJ] But I know the form is working because when I enter my personal address, it goes right to it immediately without an issue.
    02:49:03 PM [Richie] Gotcha. Now may I have the address the form is sending from as well as your email address?
    02:50:09 PM [AJ] If I edit the settings of the form to have a text body, it goes through to my rack space email account just fine. However, I configure the form to have an HTML format, the email is not going through at all. I have even added the sender to the safe sender list. Still no luck.
    02:50:28 PM [AJ] noreply@jotform.com - sender
    02:50:44 PM [AJ] My email address is
    02:52:20 PM [Richie] Hmm I see. Now it does sound like there may be something in the HTML code that our system is not liking. More then likely a picture in the signature which is usually the case
    02:53:12 PM [AJ] It's a picture of an audit table... We need to find a way to get your system to like it. It's only just recently that this stopped working
    02:53:45 PM [Richie] Now is there any bounces or anything like that when it is sent?
    02:54:09 PM [AJ] Can't really tell. The email is generated from a web-based form
    02:55:40 PM [Richie] Gotcha. Let me check with a couple of my co workers here to see if there is anything we can do to allow that to come into our system. Just a few moments
    02:56:16 PM [AJ] Thanks!
    02:56:40 PM [Richie] My pleasure! :)
    02:59:26 PM [AJ] Any luck?
    03:00:04 PM [Richie] Still trying to find out. So far, it does seem that there would be anything to change it, but I want to be sure that is the case!
    03:05:49 PM [Richie] drats! :( It does seem that there is no to adjust the api in order to allow that HTML format from the specific source. Do you happen to know that it is the picture of the audit table which is causing it?
    03:07:02 PM [AJ] No,,, not 100% sure. But can I forward you the email from my personal account so that you're team can take analyze it?
    03:08:45 PM [Richie] We unfortunately do not check through any coding and HTML scripting unfortunately. Can you try sending without that image please?
    03:09:28 PM [AJ] Not sure what you mean?
    03:09:43 PM [AJ] Who would I send it to and what would you be looking for?
    03:10:06 PM [AJ] Again, the email goes through if's it's put in TEXT formal, but this is not going to work for us
    03:10:30 PM [AJ] So I am imagining that it would go through if the image wasn't there.
    03:10:53 PM [Richie] To try sending the message once with out that image to your normal mailbox
    03:11:36 PM [AJ] I have just forwarded the email from my personal box to my amcommwireless rackspace account email. It did not go through.
    03:11:52 PM [AJ] Why is this suddenly being blocked?
    03:14:41 PM [AJ] It's been working for us for months.
    03:15:03 PM [AJ] And I've safelisted the sender...
    03:16:07 PM [Richie] Without the image, it still did not go through?
    And that would be something you would need to check within the HTML format. and the safelist would not fully go through as well since the message is being blocked to the HTML script. Let me check one last thing here as well

    03:17:55 PM [AJ] Without the image, the email goes through immediately.
    03:18:08 PM [AJ] With the image, the email never arrives.
    03:22:14 PM [Richie] Sorry about the wait! Now I did double check a couple things here with another tech, and they did inform me that the issue lies within the images HMTL. Since the mail is not coming in with that image, you would have to have someone go through the script to make sure that it is setup correctly. If I knew about HTML, id be more then happy to help, but I unfortunately do not :(
    03:22:54 PM [Richie] Wait one moment, I want to see if someone here may be somewhat familiar with it
    03:23:15 PM [AJ] Ok. Thanks.
    03:24:03 PM [Richie] My pleasure
    03:31:42 PM [Richie] Sorry about the wait! Unfortunately, I did check to see if someone here was a bit familiar with HMTL, but we do not know enough about it to fully troubleshoot. I do apologize about the inconvenience!
    03:32:20 PM [AJ] No problem. Thanks for your help. I will ask someone at jotform to look at the issue.
    03:34:00 PM [Richie] I do apologize about the inconvenience!
    Was there anything else I could assist you with?

    03:34:14 PM [AJ] No thanks. Have a good day.
    03:34:37 PM [Richie] You too! Stay safe and take care!

     

     

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  • Profile Image
    JotForm Support

    Answered by Welvin on October 21, 2013 at 05:49 PM

    Thanks for contacting us.

    It seems like a new issue for me. I'm using Jotform and receiving email alerts to a custom address, and a free email address from Gmail and Hotmail and all works fine without any problems of blocking email contents.

    I've check RackSpace and they seems to allow whitelisting domains and email address so I would suggest doing so for Jotform. Here is the list of our domains and IP Address: Whitelisting JotMails IP Addresses. Don't forget to include noreply@jotform.com as Safe Email Sender.

    You can refer to RackSpace guide for setting whitelist/safe list: spam-preferences-safe-lists-and-black-list-in-rackspace-email

    Also, please be sure to always allow images from going through your email. Example of doing this is right away when you read an email. See screenshot:

     

    I hope this helps. If not, please be sure to update us here.

    Thanks

  • Profile Image

    Answered by ajmercier on October 21, 2013 at 06:01 PM
    I do get the email if the HTML is not included in the email. This is getting auto blocked by what I am being told is an HTML script blocker as a security measure. This just recently started happening with RackSpace. I would love to troubleshoot this issue further with you if you’re willing. You could send an HTML jotform encoded email to my email address and I could tell you if I got it.
    AJ Mercier
    Director of Information Technology
    amcomm WIRELESS | amcomm proSERVICES
    Verizon Wireless Premium Retailer
    63 North Main Street | Charlton, MA 01507
    Tel: (508) 248-4888 ext. 313 | Cell: (774) 272-0501 | Fax: 508-462-0279
    www.amcommwireless.com
    [cid:image001.png@01CECE87.79C789F0] [cid:image002.png@01CECE87.79C789F0] [cid:image003.png@01CECE87.79C789F0] [cid:image004.png@01CECE87.79C789F0] [cid:image005.png@01CECE87.79C789F0]
  • Profile Image
    JotForm Support

    Answered by Welvin on October 21, 2013 at 06:46 PM

    Yes, we are willing to help.

    Have you tried my solution above? Can you please confirm if you've done that. We could make a test, but I would suggest doing what I have suggested. For us to see if that helps since RackSpace have that option of whitelisting domains, IP's and email addresses.

    Also, let us know the form URL where we could make the test. Make sure that HTML Email is enabled and/or created.

    Thanks

  • Profile Image

    Answered by ajmercier on October 22, 2013 at 09:33 AM
    I have performed the steps that you advised and I am now receiving the emails with the HTML images!
    I can’t thank you enough for your advice and support! My email support company did not suggest that action because I was getting the emails without the HTML images so they thought it was related to email system filters that took effect prior to the safelist filters taking effect.
    Thank you once again!
    AJ Mercier
    Director of Information Technology
    amcomm WIRELESS | amcomm proSERVICES
    Verizon Wireless Premium Retailer
    63 North Main Street | Charlton, MA 01507
    Tel: (508) 248-4888 ext. 313 | Cell: (774) 272-0501 | Fax: 508-462-0279
    www.amcommwireless.com
    [cid:image001.png@01CECF09.B3711130] [cid:image002.png@01CECF09.B3711130] [cid:image003.png@01CECF09.B3711130] [cid:image004.png@01CECF09.B3711130] [cid:image005.png@01CECF09.B3711130]
  • Profile Image

    Answered by EliezerN on October 22, 2013 at 10:20 AM

    It's nice to know my colleague's suggestion worked perfect. So, in behalf let me tell it's a pleasure to assist you.

    Feel free to contact us again if the issue reappears later on or kindly open a new thread to make unrelated questions.

    Thanks for using Jotform.

  • Profile Image

    Answered by ajmercier on October 22, 2013 at 10:23 AM
    Is it possible to change the default email address we have in the system?
    We currently have b2b@amcommwireless.com, but I’d like to change this to ps@amcommwireless.com.
    If it’s too much of a problem, don’t worry about it.
    AJ Mercier
    Director of Information Technology
    amcomm WIRELESS | amcomm proSERVICES
    Verizon Wireless Premium Retailer
    63 North Main Street | Charlton, MA 01507
    Tel: (508) 248-4888 ext. 313 | Cell: (774) 272-0501 | Fax: 508-462-0279
    www.amcommwireless.com
    [cid:image001.png@01CECF10.C7D75F10] [cid:image002.png@01CECF10.C7D75F10] [cid:image003.png@01CECF10.C7D75F10] [cid:image004.png@01CECF10.C7D75F10] [cid:image005.png@01CECF10.C7D75F10]
  • Profile Image

    Answered by EliezerN on October 22, 2013 at 10:35 AM

    @ajmercier

    Changing the default email of your account is something that can be accomplished by following some few steps, and we will be more than glad to provide you those steps. However, we would appreciate if you open a new thread to make the question as it is different from the original concern of this thread. In that way we'll be able to give you the proper assistance and avoid any confusion.

    Thanks for your comprehension

  • Profile Image

    Answered by ajmercier on October 22, 2013 at 10:43 AM
    No problem. Thanks.
    AJ Mercier
    Director of Information Technology
    amcomm WIRELESS | amcomm proSERVICES
    Verizon Wireless Premium Retailer
    63 North Main Street | Charlton, MA 01507
    Tel: (508) 248-4888 ext. 313 | Cell: (774) 272-0501 | Fax: 508-462-0279
    www.amcommwireless.com
    [cid:image001.png@01CECF13.92B24D10] [cid:image002.png@01CECF13.92B24D10] [cid:image003.png@01CECF13.92B24D10] [cid:image004.png@01CECF13.92B24D10] [cid:image005.png@01CECF13.92B24D10]