Form Not Coming Through Email

  • Profile Image
    mediastaff
    Asked on February 25, 2014 at 08:21 AM

    Customers are complaining that they are not receiving the customary "Thank You" message when they try to submit an order through the Jotform.  The screen instead goes black or white with no message saying the file has been received.  When this happens, the form gets received in the Jotform account online, but the form does not get sent the customary email.  I have checked all my spam messages, and THE FORMS ARE NOT IN SPAM.  Every time I post on this someone tells me to look in spam and that it is the emails fault, but I have contacted IT at my organization many times and they assure me that it is a Jotform problem.  

    Here is the link to the form that customers are trying to use:

    http://form.jotform.com/form/13383401474

    Please write me back about this problem - and please do not tell me that it is a Spam issue.  

  • Profile Image
    EltonCris
    Answered on February 25, 2014 at 09:50 AM

    Hi,

    I checked your email on the server logs and it shows a normal flow of notification. The log below indicates that notifications was successfully delivered to your form's recipient email address.

    Current Server: /var/log/jotform/amazonSES.log:[25/Feb/2014:08:29:10 -0500] 13383401474 AmazonSES Sent email to media@highpoint.edu - MessageID:00000144693c1965-4e05e567-bce0-4fb1-90ba-bfa013e63cfe-000000 - RequestId:cf19992b-9e20-11e3-be5e-47919c4fe994

    You can provide the IDs from this log to your IT personnel and let them track this message from where it ended on your side.

    We also recommend white listing JotMail IPs to your email provider side. Please check this article for more suggestions and instructions. http://www.jotform.com/help/208-How-to-setup-email-alerts-to-prevent-email-bouncing-related-issues

    Thanks!