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    My email confirmation isn't being sent out

    Asked by MindfulSchools on February 28, 2014 at 09:12 PM

    Hi there,

    I've gotten 6 emails in the past few days from people who have submitted forms for our Year-Long Certification Application, but have not received the email notification that it has been sent. Can you please let me know how to fix this? I can be reached directly at christina@mindfulschools.org.

    Take care,


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    JotForm Support

    Answered by ashwin_d on March 01, 2014 at 03:11 AM

    Hello Christina,

    Upon checking your form's notification email alert, I did not find any issue with that. You should be receiving the submission emails normally.

    Were you using custom sender email earlier? Upon taking a closer look at the notification email logs, I found the authentication error message related to your form. Please check the email log below:

    /var/log/jotform/remoteSmtpEMAIL.log:[01/Mar/2014:06:11:55 +0000]  FAILED remote SMTP to rschueller@yahoo.com from yearlong@mindfulschools.org Last-Form-ID :  IP : Form-ID: 32785781257163 Reason SMTP Error: Could not authenticate.

    I belive that you have already changed your form's notification sender email to "noreply@jotform.com".  I have cleared your form cache and sent you a test submission. Could you please let us know if your received the email notification or not?

    Our email server log confirms that the notification emails are being sent to your email inbox. Please see the log here:

    /var/log/jotform/amazonSES.log:[01/Mar/2014:08:08:35 +0000] 32785781257163 AmazonSES Sent email to yearlong@mindfulschools.org -  MessageID:000001447cb008a5-fb3e6ba1-b9c8-4d65-b16f-3eb677433ea7-000000 - RequestId:afc0c5b3-a118-11e3-a8cf-a185a2a22442
    You may also like to check your spam folder and see if the emails are there. If the issue persist, you should white list our domain names in your server. The following guide should help you grab the list of domain names:  http://www.jotform.com/help/208-How-to-setup-email-alerts-to-prevent-email-bouncing-related-issues
    Thank you!