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    Bug: Confined Logo in Autoresponder becomes broken when received via Email

    Asked by AssocVascularAccess on February 04, 2014 at 10:02 PM

    When I run a test email the logo shows up fine, but when someone submits the survey and receives the email, the logo is just a marker.  Why won't it show up?  I don't know what else to try.

    Page URL:
    http://www.jotform.us/AssocVascularAccess/pedisig

    Auto Responder Email email survey and
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    Answered by pinoytech on February 05, 2014 at 12:57 AM

    Hi,

    I was able to reproduce the issue that you are referring upon checking your form. Can you please try to re-add your image logo in your Autoresponder if that fix the issue or not?

    If the said issue still persists, please let us know.

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    Answered by AssocVascularAccess on February 05, 2014 at 08:36 AM

    I reloaded it and got the same problem.  I also deleted all the logo's and redownloaded them into JotForm, but am still getting the same problem.  Help!  When I run the test it ususally is there, but not when it auto runs.

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    JotForm Support

    Answered by KadeJM on February 05, 2014 at 10:28 AM

    I'm sorry to hear that this is still causing you problems. I decided to investigate the issue more in-depth and I think that the Image may be getting corrupted when the Image (Logo) becomes too confined.It seems to me that when you resize your Image it is breaking or corrupting it and creating this problem since it's noted that your current setup has this alot smaller then the default size. 

    Can you try making the Image inside your Autoresponder a little bit larger to see if that helps?

    Additionally, I am going to go ahead and pass this onto our Developers to see if there is a way to fix and prevent that in case there is something more involved in the issue. This way when you create it and want a smaller image from a larger one it should work since I don't think that should be happening.

    Here's what happens with your original form:

     

    Here's what happen when I view the link directly on my computer (it works - no problem):

     

    Here's what happens when I make a new Autoresponder with no changes (it works again larger):

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    JotForm Support

    Answered by NeilVicente on February 05, 2014 at 10:33 AM

    @AssocVascularAccess

    When I run a test email the logo shows up fine, but when someone submits the survey and receives the email, the logo is just a marker.

    This is typically how email clients (apps or web-based) work these days. They will usually block images that are from a new or an unknown sender. For the images to appear on every email or a particular sender, the sender email must be added to the email client's address book.

    With that said, you can be assured that the autoresponders are working perfectly fine.

    Cheers!

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    Answered by AssocVascularAccess on February 05, 2014 at 02:41 PM

    NeilVicente

    I do have the email listed as a safe sender/in my address book and it still does it to me.  I have tried it on both my personal and work emails.  Still not showing up on either.  I don't think it's the email client blocking it.

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    JotForm Support

    Answered by Mike_T on February 05, 2014 at 03:22 PM

    There is one thing that we can try, removing spaces from your image file.

    You have the following image link:

    https://www.jotform.com/uploads/AssocVascularAccess/form_files/Pediatric Logo SIG Med.jpg

    And this might be a problem at some point.

    Please rename your image file, reupload it, and then update the image link on your email template.

    For example, the file name can be:

    Pediatric_Logo_SIG_Med.jpg

    Thank you.

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    Answered by AssocVascularAccess on February 05, 2014 at 03:37 PM

    That worked!  I reuploaded it with all the spaces missing and my email came through with the Logo.  Thank you!

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    JotForm Support

    Answered by Mike_T on February 05, 2014 at 03:51 PM

    We are happy to hear that the issue is solved. Thank you for using our service.