We did not receive Email Notification for completed submission

  • Profile Image
    abiasinidmhrm
    Asked on March 11, 2021 at 07:18 AM

    Hi everybody!


    I write to you about the following issues.

    Our annual customers’ surveys (started about two weeks ago) are still running at the following links:

    •            https://form.jotform.com/202473011008338

    •            https://form.jotform.com/202472684507357

    Unfortunately many of our customers (all of them operating in Italy) reported me they’re experiencing several troubles in accessing the forms above.

    I argued that for some of them (like international banks & insurances or aerospace & defense manufacturers) it could depend on a strenghtening of vpn and firewall policies (due to mass remotization of work under the covid-19 pademic).

    The same about some pepole who are not nerdy geeks, but, sorry, they are being too many this year:

    •            A partecipant filled the form but we did not receive the email confirmation of his filling (as for all the remaining gathered).

    •            Another one lamented he had filled thrice the form some days ago, but we have no evidence of any (in the table and without any confirmation mail).

    •            

    Then another one could not fill some option grid questions by using IE

    •            Some again told me that the form address was blocked (maybe for increased company’s security policy procedures).

    •            …

    Just to name a few…


    To this add that I can not have versioning alignment to the (which drives the entire process) web version of:

    •            

    PDF version (to be used in case of emergency with some url firewall blocking issues): no WYSIWIG alignment of the PDF to the web form: some fields are missing or misplaced, don’t know why…

    •            

    Table data sequence: despite the web fileds' sequence of surveys above is mainly the same, column sequence is different (likely aligned to issues of respective pdf above)


    As you can imagine, this is turning into lots of really time consuming activities: from add-on DEM for sending reminders with possible workarounds and, on the other hand (by irritating some of the recipients), to ms Word' manual surveys provisioning, or additional Excel work when comparing the data gathered from both the surveys (which will in the end need to share some calculation issues into a converging sheet for the majority of fields).


    This of course doesn’t matter in case I had misunderstood the use of your product: in this case just happy to learn how to avoid problems and improve my gathering process design for the future.


    But now, as a responsible for the entire survey provisioning process for my company, you should understand that:

    1.           without a seamlessly support activity (with no interruption of service and/or loss of any gathered data);

    2.           a reasonable explanation on how fixing similar problems in the future (maybe you have a more detailed log of any respective trial, in order to verify);

    3.           an eventual discount on next renewal for all the time asked to me in defending our company brand awareness by managing customers’ critiques;

     … I could be put into seriously consider a platform change. Which of course is the last thing I would like to do.


    I must rely on affordable, safe and reliable survey platform. And yours, we use since 2018 (despite just one or two banks in the past), has always proved to be: but we never experienced the same amount of problems like now. Sorry.


    !!!WARNING!!! Please, note that all of the forms above are running and contain very important information gathered: so it is mandatory that any support activity won’t affect our service to customers, nor loosing any of the data collected.


    Thanks for helping me to fix all the problems soon.


    Have a nice day,


    AB

  • Profile Image
    Nik_M
    Answered on March 11, 2021 at 09:00 AM

    Apologize for the inconvniance this may have caused and thank you for the deal explanation of the issues.

    Considering that you reported multiple issues that are related to different features, I'll have to create separate threads for some of your questions. This is to avoid confusion and properly address each issue.

    I'll address the issue with missing Notification on this thread and I'll create new threads for the other issues.

    •            A partecipant filled the form but we did not receive the email confirmation of his filling (as for all the remaining gathered).

    Please provide us the email address of the user that submitted the form, tell us to which of the two forms is the issue related, and provide us the submission ID user's submission.

    Related Guide: Where to Find the Submission ID?

    Here are the links of the other threads I created:

    https://www.jotform.com/answers/2959682

    https://www.jotform.com/answers/2959685

    https://www.jotform.com/answers/2959689

    https://www.jotform.com/answers/2959692

    https://www.jotform.com/answers/2959695

  • Profile Image
    abiasinidmhrm
    Answered on March 11, 2021 at 09:22 AM

    First of all, thank you for the quick and detailed splitted response.

    !!! WARNING !!!
    None of the following participants must be directly contacted without my explicit clearance.

    Submission ID: 4906712393686733983

    Email: paolo.favalli@mps.it

    Form: https://form.jotform.com/202472684507357

    Please note that by your help link "how to find Submission ID", I solved also "table column sequence": thread https://www.jotform.com/answers/2959695 can be closed.


  • Profile Image
    Nik_M
    Answered on March 11, 2021 at 10:44 AM

    First of all please note that we will never contact your users.

    I checked the email logs and the Email Notification was sent successfully.

    1615477341_604a3a5dc9e65_log.PNG

    Here is the email log: https://eu.jotform.com/emails/6040d6d76536343b5c72064e

    Related Guide: How to View All Your Form Email History

    Please check if the email landed in the spam folder.

    I would also suggest you to whitelist our domains and IP addresses, and add noreply@jotform.com and noreply@formresponse.com to your contacts lists.

    Related Guide: Whitelisting Jotform IP Addresses and Domains

  • Profile Image
    abiasinidmhrm
    Answered on March 12, 2021 at 05:39 AM

    Thx!

    Even if this is comforting (but it was not a problem, since his survey answers are present), it just sounded sort of strange we did not get the confirmation mail to us (= "info@datamanagement.it").

    Any case, it could be as of a email server temporary error or, even if I see it as a remote possibility, inadvertentedly erased by someone (since such a mailbox maybe accessed from more than one people).


  • Profile Image
    Nik_M
    Answered on March 12, 2021 at 08:09 AM

    It is possible that it was a temporary issue. If it happens again, let us know.

  • Profile Image
    abiasinidmhrm
    Answered on March 15, 2021 at 07:02 AM

    Hi,

    according to the problem related to an inadvertedly account name change (described in the email messages below), having still not had any answer up to now, I write also here to inform you that a very important issue is still not completely solved.

    PLEASE, NOTE THAT A VERY QUICK RESPONSE IS MANDATORY NOW, DUE TO THE INTERRUPTION OF SERVICE DERIVED ON OUR MOST IMPORTANT SURVEYS OF THE YEAR AND HOPING COLLECTED DATA HAVE NOT BEEN LOST.

    Thx for helping me by solving asap the problem, please.

    Have a nice day.

    AB



  • Profile Image
    abiasinidmhrm
    Answered on March 15, 2021 at 08:39 AM

    Sorry, but maybe your colleagues have not realized the gravity of what happened to us.

    I can't still access my management section of this form https://form.jotform.com/202472684507357, which, by the way, despite resulting fillable, gives out a "disabled form" message at the end of the whole filling process. And this is unbearable to our respondents. 

    1615811384_604f533853dd9_FORM_AM.png

    Please consider that since 3:30 p.m. (CET time) through now this form is not working, nor I can manage anything about it because it is disappeared from the "My Forms" managing section...

    The reason I report here all the mail messages got after domain name change, is bacause all the threads born on the temporarily changed name are not within my history questions.

    Waiting for a quick solution of the issue, thank you all.

    Have a nice day (me too, I hope... ;)

    AB



  • Profile Image
    Nik_M
    Answered on March 15, 2021 at 10:53 AM

    To avoid confusion, I created a new thread for the "Disabled Form" issue: https://www.jotform.com/answers/2968105