Form Not Sending Notifications

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    finstaff
    Asked on May 19, 2014 at 02:47 PM

    Suddenly my form is not sending notifications when a user fills out the application.  The data is for sure stored in JotForms, but the email never comes.  I send a test notification from the E-Mail Alerts section, and it worked correctly...I got the email.  Any ideas?  

    Also - the thank you note no longer is appearing after the form is filled out.

    Form is here:  www.finstaff.com/application

    Thanks for your help!  

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    TitusN
    Answered on May 19, 2014 at 04:09 PM

    Hello,

    I ran a test on your form, and it appears there could be a problem.

    The server reports that there is a problem with the mandrill setup:

    Current Server: /var/log/jotform/email.workers.log:[19/May/2014:16:00:25 -0400] AmazonSES :: Failed while sending email to tboggs@finstaff.com /var/log/jotform/email.workers.log:[19/May/2014:16:00:26 -0400] Mandrill :: Sent email to tboggs@finstaff.com - MessageID: 5bdf178a91db435483b33bf6f6407f3a

    But I checked your form's settings - could not see a mandrill setup.

    So if this was an old setting - I encourage you to clear your form cache and try again

    You may try to create a new email notification as well.

    Please also ask your email administrator/webmaster to whitelist the following IP addresses on the email server in case your emails are being blocked.

    Let us know if this helped.

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    finstaff
    Answered on May 20, 2014 at 12:16 AM

    Hi, no none of these steps helped.  We manage the email server, and can see that the emails are definitely not being blocked.  When we test the notification, the email is received just fine...but when filling out the form, there are problems.  Any other ideas?  There is no Mandrill setup of any kind that I am aware of.

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    Cesar
    Answered on May 20, 2014 at 12:45 AM

    For testing the purposes please try adding a different recipient email address of the same domain and another email address of a different email domain, such as gmail. 

    Do let us know if the issue persists on these other personal emails.

    In regards to the Thank You Page, I did perform a test submission on the form and it appears that the form displays the same message that has been set on the Custom Thank You message option:

    "Thank you for your submission! We will be in touch."

    Do let us know if this is the Thank You Messgae you have set.

    Thank you.

     

    Related Article:
    -How-to-setup-email-alerts-to-prevent-email-bouncing-related-issues

  • Profile Image
    finstaff
    Answered on May 22, 2014 at 10:16 AM

    We have tested this using a new Notification, sent to a gmail account, and it is still not sending notifications.  What's the next step to try and fix this?  Very strange.

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    Welvin
    Answered on May 22, 2014 at 01:43 PM

    Hi,

    Very strange indeed. Gmail Address should work best when used into our form notification/autoresponder email settings. Any email on your spam folder? Are you using an email client? Have you submitted the test into the live form view? The test should be made to the form and not by clicking the "TEST Email" button in the email wizard. This button will only send a notification to your account default email address.

    I performed some tests using my form with Gmail Address as the recipient, tried both noreply@jotform.com and noreply@formresponse.com as the sender email and I was able to receive the form email right after clicking the submit button.

     

    For your custom email address, did you whitelist our IP Addresses and Domains? Please do so, that should help you fix the issue with not receiving form emails.

    Thanks

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    finstaff
    Answered on May 23, 2014 at 08:45 AM

    Yes, this is using the notification (although the test email button DOES work as desired).  No, there is no email in my spam folder, and yes the IPs are white listed for sure - I did it myself.   I am not sure what else to do?

  • Profile Image
    Welvin
    Answered on May 23, 2014 at 10:27 AM

    Hi,

    Please check your Gmail Address, let me know if you receive my test submission. If not, I would recommend setting up Mandrill SMTP to your forms. This guide: http://www.jotform.com/help/236-How-to-use-Mandrill-to-Send-Emails-From-Your-Own-Email-Address. After setting up Mandrill, submit a test data to your live form. Check if still, no email is delivered.

    Thanks

  • Profile Image
    finstaff
    Answered on May 23, 2014 at 05:43 PM

    I DID get that one you sent to the gmail account.  How did you do that?  What did you change?  Can I now change it back to her actual email address?

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    BDAVID
    Answered on May 23, 2014 at 07:55 PM

    Hi, I believe my colleague submitted a live form, just click on Preview, and then fill the form and press the submit button:

    I just did two more tests, one from the standalone version of the form (Preview), and the other from your webpage. Let us know if you receive them.

    In addition to this, you may white-list our domain names if the issue persists. (We use Amazon SES method for "noreply@jotform.com" sender.)

    ·        jotform.com
    ·        email.amazonses.com
    ·        amazonses.com
    ·        jotform.co
    ·        secure.jotform.co
    ·        s3.amazonaws.com  
    ·        static-interlogyllc.netdna-ssl.com
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    finstaff
    Answered on May 23, 2014 at 10:35 PM

    I got the one from the preview, but did NOT get the one from the website...what can we do?!  Doesn't make any sense.

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    Welvin
    Answered on May 24, 2014 at 01:57 AM

    Okay, I think I've found the cause here. Since you are using the source codes method, you may have accidentally removed some codes that works with the form overall function, including the posting of data. Maybe, a conflict too. When I submit to your form placed to your website, I get a blank page, NO thank you message appears.

    Please try this fix:

    Re-embed your form using our default Javascript Method or either the iFrame Method. Check the screenshot below for the mentioned options:

    I recommend the iFrame Method to avoid the possible conflict that the Javascript method may bring to your page.

    I hope that resolves the issue. I am sure that the above was the cause since you're able to receive it in the Preview, but not when submitting from the website.

    Thanks

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    finstaff
    Answered on May 30, 2014 at 09:19 AM

    We are trying the iframe method, however it is not working....the accordion does not expand down the page, it is cutoff in the iframe...  Any suggestions?  This is the code given:  

    <iframe id="JotFormIFrame" onload="window.parent.scrollTo(0,0)" allowtransparency="true" src="//form.jotform.me/form/40224211556443" frameborder="0" style="width:100%; height:9288px; border:none;" scrolling="no"></iframe>

    <script type="text/javascript">window.handleIFrameMessage = function(e) {var args = e.data.split(":");var iframe = document.getElementById("JotFormIFrame");if (!iframe)return;switch (args[0]) {case "scrollIntoView":iframe.scrollIntoView();break;case "setHeight":iframe.style.height = args[1] + "px";break;}};if (window.addEventListener) {window.addEventListener("message", handleIFrameMessage, false);} else if (window.attachEvent) {window.attachEvent("onmessage", handleIFrameMessage);}</script>

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    Welvin
    Answered on May 30, 2014 at 11:00 AM

    Kindly try using this: http://pastiebin.com/53889cc19026c. Basically, I changed the height to 550px and set the scrolling attribute to yes so if the form collapse expands, a scrollbar will appear so you can go down.

    Thanks