What is JotForm?
JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7.

We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.


  • Profile Image

    URGENT: All Notifications & Auto-responders Stop Sending!

    Asked by otkweb on April 03, 2014 at 06:47 AM

    Dear JotForm Support,

    All of a sudden, all my notifications and conditional auto-responders not sending emails! I'm very sure that the recipient email is OPTIONAL for conditional auto-responder. Please help tp check my following forms:

    https://secure.jotform.me/form/40862814292457

    https://secure.jotform.me/form/40863158489467

    Thanks!

    all Emails JotForm email recipient
  • Profile Image
    JotForm Support

    Answered by TitusN on April 03, 2014 at 08:22 AM

    Hello,

    Our email logs indicate there is something wrong with your SMTP settings:

    /var/log/jotform/remoteSmtpEMAIL.log:[03/Apr/2014:08:12:49 -0400]  FAILED remote SMTP to antonio.ooi@gmail.com from inquiry@malaysiatraining.net Last-Form-ID :  IP : 197.182.131.73 Form-ID: 40862814292457 Reason SMTP Error: Could not authenticate.

    Current Server:
    /var/log/jotform/remoteSmtpEMAIL.log:[03/Apr/2014:08:12:50 -0400]  FAILED remote SMTP to althea@althea.com.my from inquiry@malaysiatraining.net Last-Form-ID :  IP : 197.182.131.73 Form-ID: 40862814292457 Reason SMTP Error: Could not authenticate.

    This means that the SMTP relay you set up needs to be checked.

    Please try to remove and add the SMTP relay once again and test out your form.

    Not related - just good practice to avoid issues with email sending functionality

    Also - though there is nothing explicitly wrong with your settings -  rather than use an Autoresponder in your conditions - use the Email notification instead, since you already know which addresses the form should send to.

    The Autoresponder works best with variables taken from the form - like the form fillers email -

    Though with the current setup, with the SMTP fixed - your form should work.

  • Profile Image

    Answered by otkweb on April 03, 2014 at 09:04 AM

    I suspect that it has something to do with your SSL embed. Checkout my other post for your further investigation:

    http://www.jotform.com/answers/357190-Unable-to-Embed-WITHOUT-SSL#0

    Those forms with SSL embed has no problem. My SMTP setting has no problem.

  • Profile Image
    JotForm Support

    Answered by TitusN on April 03, 2014 at 09:08 AM

    Thank you for the update.

    The SSL issue has been noted and our developers are aware - but I do not think its in relation to your email settings as these services run from different server applications.

    Please check the SMTP settings as our server has definitively reported that it cannot authenticate through the settings you have now as I have shared from our server logs.

    Removing it and adding it back should do the trick.

  • Profile Image

    Answered by otkweb on April 03, 2014 at 09:36 AM

    Hi TitusN,

    It works now, but without the SSL embed that contains the HTTPS URL. But I also follow your advice by removing it and adding it again, so I'm not sure which solution was actually solving the problem. Although I should test them 1 by 1 to identify the exact cause, my SSL submission quota already full, I didn't test it. I hope that you/your developers can look into it as my email settings require SSL authentication, which may coflict with your HTTPS embed.

  • Profile Image
    JotForm Support

    Answered by TitusN on April 03, 2014 at 10:02 AM

    I have reset your SSL submission limit due to the support process. Sorry about that.

    SSL encrypted authentication and messaging for your email will happen over an SMTP protocol, and depending on the service, they use different application ports - 995 and 465 - while HTTPS uses port 443 - I still doubt they are related - But I can send a note to our backend team to check it out - you can never be too sure sometimes.

    In any case - please do another test and confirm that the new settings are working - and let us know if the issue persists.

  • Profile Image

    Answered by otkweb on April 07, 2014 at 07:10 AM

    Hi TitusN,

    I just tested with a new HTTPS submission and it still works, which means you're right that the notification transmission failure was actuall solved by removing and adding back the email settings. It has nothing to do with the HTTPS embed.

    So the case is closed now. Thanks.