half of all submissions are not being emailed

  • Profile Image
    patmc14
    Asked on May 05, 2014 at 06:46 PM

    I now have a new problem in that about half of all submissions are not being emailed at all for some reason?

    This has been happening randomly since 2nd May across all 4 of our active forms.

    An example of one that has not been sent was any of the latest 3 submission about 15 minutes ago, 2 were on the 'Independent Financial Advisor' form and the other was on the form 'Local Financial Advisor'.

    Please can you fix this as soon as possible.

    Thanks.

  • Profile Image
    Welvin
    Answered on May 05, 2014 at 07:50 PM

    Hi,

    There is an error in our mail logs for your custom address and one possible reason that causes this is that, your receiving mail servers have rejected the emails coming from Jotform mail servers. 

    /var/log/jotform/email.workers.log:[05/May/2014:17:00:10 -0400] AmazonSES :: Failed while sending email to info@local-financial-advisor.co.uk 

    /var/log/jotform/email.workers.log:[05/May/2014:17:01:47 -0400] AmazonSES :: Failed while sending email to info@local-financial-advisor.co.uk 

    /var/log/jotform/email.workers.log:[05/May/2014:17:03:11 -0400] AmazonSES :: Failed while sending email to info@local-financial-advisor.co.uk 

    ------------------------

    We advise seeking help to your IT Department for whitelisting our IP Addresses and Domains. Please have them this guide: http://www.jotform.com/help/145-Whitelisting-JotMails-IP-Addresses

     

    For more detailed information, please check this guide: http://www.jotform.com/help/208-How-to-setup-email-alerts-to-prevent-email-bouncing-related-issues

    I hope that helps.

    Thanks

  • Profile Image
    patmc14
    Answered on May 06, 2014 at 04:22 AM

    thanks i will do this later, could you remove the problematic email address from your bounce list for now and hopefully that will resolve the problem until I can fix my end?

    Thanks.

  • Profile Image
    Welvin
    Answered on May 06, 2014 at 07:11 AM

    Actually, your email address is not listed into our bounce list. The issue is possibly with your receiving email servers that have rejected your form emails. Please proceed with whitelisting our IP Addresses and Domains and let us know if that resolves the issue or not.

    Thanks