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  • Profile Image

    Not receiving emails

    Asked by GoodDog on April 28, 2014 at 07:46 AM

    After adding to forms with different recieving email adresses than the former forms, I am no longer reciving any emails. My customers are telling me they get en return error mail. Also, the emails doesn't seem to get to your inbox.

     

    None of the forms below are working:

    http://gooddog.no/vest/pamelding-vest/

    http://gooddog.no/hundepsykolog/pamelding/

    http://gooddog.no/1-2-1-privattrening/pamelding/

    http://gooddog.no/yrkesutdannelse/pamelding-yrkesutdannelse/

     

    Regards Tess Erngren

    Page URL:
    http://gooddog.no/kontakt/

    Emails email different inbox
  • Profile Image

    Answered by jedcadorna on April 28, 2014 at 09:51 AM

    I tried to submit a test to your forms and I can see in our logs that the emails were successful.

    /var/log/jotform/amazonSES.log:[28/Apr/2014:09:42:20 -0400] 11512551673 AmazonSES Sent email to center@gooddog.no - MessageID:00000145a8926da3-ab832065-dd7b-41d1-8d1f-f2adf8e1dec4-000000 - RequestId:eb54eb4d-ceda-11e3-bf87-efa89a2c3017

     

    All 3 of these sites works

    http://gooddog.no/hundepsykolog/pamelding/

    http://gooddog.no/1-2-1-privattrening/pamelding/

    http://gooddog.no/yrkesutdannelse/pamelding-yrkesutdannelse/

     

    These one doesn't have any forms http://gooddog.no/vest/pamelding-vest/ please verify if this is the correct URL all of the 3 URL's above seems to work fine. Can you please confirm if you were able to receive the test emails?

  • Profile Image

    Answered by GoodDog on April 28, 2014 at 04:23 PM

    I'm still not recieving any emails... I do find them now on your website, but they are not being forwarded. May it have anything to do that I added 2 new forms with different email adresses?

    Sorry about the wrong pages, these are the correct ones, none are working.

    http://gooddog.no/frogner/pamelding/

    http://gooddog.no/hundepsykolog/pamelding/

    http://gooddog.no/1-2-1-privattrening/pamelding/

    http://gooddog.no/gooddog-camps/pamelding-2/

    http://gooddog.no/yrkesutdannelse/pamelding/

    http://gooddog.no/kontakt/

     

    But the 3 new ones, with email adresses forwarded to other people - those I receive!

    http://gooddog.no/galgeberg/pamelding/

    http://gooddog.no/lysaker/pamelding/

    http://gooddog.no/follo/pamelding/

     

     

    ? Thank you for you help.

     

    Tess

  • Profile Image
    JotForm Support

    Answered by Welvin on April 28, 2014 at 05:30 PM

    Hi Tess,

    Form notification email settings were correctly configured to your forms. Providing a different email recipient shouldn't be the cause of the issue.

    Please do the following resolutions:

    1. Add noreply@jotform.com and noreply@formresponse.com to your safe sender list and/or contact list.

    3. Ask your system IT Administrator to whitelist our email domains and IP Addresses: Whitelisting-JotMails-IP-Addresses

    3. Lastly, using Mandrill's SMTP settings to your form should help: How-to-use-Mandrill-to-Send-Emails-From-Your-Own-Email-Address

     

    You are using a custom email addresses so the above steps are necessary for resolving this case. Please update us here for the results.

    Thanks

  • Profile Image

    Answered by GoodDog on April 29, 2014 at 01:51 AM
    That seems like a lot of work... Is it perhaps easier to ask my colleagues
    to create their own jot form accounts?
    If I do, and erase the last three forms, will everything go back to normal
    again? It is kind of acute since my customers can't get hold of me!)
    Tess
    ...
  • Profile Image

    Answered by GoodDog on April 29, 2014 at 02:41 AM
    Actually, now the forms seem to be working. But I also receive the emails
    from the forms with different email addresses than mine - how may I solve
    that?
    Regards Tess
    ...
  • Profile Image
    JotForm Support

    Answered by ashwin_d on April 29, 2014 at 04:30 AM

    Hello Tess,

    I did check several of your last edited form's notification email alert and found that it should send submission emails to only one email address.

    Have you solved this problem already?

    Actually you need to check if your form is sending submission emails to multiple email address. The following guide should help you:  http://www.jotform.com/help/41-Finding-out-E-mail-Address-used-for-submission-notifications

    If you have added multiple email alert to send submission emails to multiple email address, you need to check the "Recipient Email" with the help of above guide and if required you can delete that particular email alert. The following guide should help you delete email alert:  http://www.jotform.com/help/132-How-to-Delete-Notifications-Autoresponder

    Hope this helps.

    Do get back to us if you have any questions.

    Thank you!

  • Profile Image

    Answered by GoodDog on April 29, 2014 at 04:31 AM
    And now none of them are working... Without me chaining anything. Please
    help mw with this, I am losing so much business!
    Tess
    ...
  • Profile Image
    JotForm Support

    Answered by ashwin_d on April 29, 2014 at 06:59 AM

    Hello Tess,

    I did check your form's notification email alert but could not find any issue with that. I also checked the email logs and found that the emails are not being sent successfully. Please check the logs below:

    /var/log/jotform/amazonSES.log:[29/Apr/2014:04:27:32 -0400] 22237980346962 AmazonSES Failed while sending email to center@gooddog.no

    /var/log/jotform/amazonSES.log:[29/Apr/2014:05:46:50 -0400] 22237980346962 AmazonSES Failed while sending email to center@gooddog.no

    /var/log/jotform/amazonSES.log:[29/Apr/2014:05:54:10 -0400] 11515214769 AmazonSES Failed while sending email to center@gooddog.no

    /var/log/jotform/amazonSES.log:[29/Apr/2014:05:59:25 -0400] 11515214769 AmazonSES Failed while sending email to center@gooddog.no

    /var/log/jotform/amazonSES.log:[29/Apr/2014:06:20:06 -0400] 11515214769 AmazonSES Failed while sending email to center@gooddog.no

    Was there any changes made to your email server? Its strange that you were receiving submission emails and suddenly it stopped. None of your email addresses are in our bounce list.

    I would suggest you to speak to your email service provider and find out if they are blocking any emails from "noreply@formresponse.com" or "noreply@jotform.com". You may also give them the list of domain names which need to be white listed.

    We will wait for your response.

    Thank you!