Some notification are not being delivered

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    sorvemaq
    Asked on June 10, 2014 at 02:07 PM

    Hi,

     

    My forms have 4 notification e-mails (main + 3) to where the messages should go. Since last week, one of this e-mails stoped receiving the notification messages.

    Have you experienced anything like it with other users?

    Thanks and looking forward,

     

    Marcelo

  • Profile Image
    steve
    Answered on June 10, 2014 at 03:39 PM

    Hello,

    Thanks for bringing this to our attention. We have seen some instances of this recently. I've escalated it to our development team to look into further.

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    aytekin
    Answered on June 10, 2014 at 05:28 PM

    Is the email address that has trouble receiving the emails "sac@sorv*****.com.br"?

    If that's the case, I checked our logs and I see these emails successfully sent today:

    /var/log/jotform/amazonSES.log:[10/Jun/2014:14:40:59 +0000] 40924323669661 AmazonSES Sent email to sac@sorv*****.com.br -  MessageID:000001468639974f-f5bfbc72-b87f-4563-834b-6b6113888b06-000000 - RequestId:3d20b956-f0ad-11e3-baf9-abdb71ead461

    /var/log/jotform/amazonSES.log:[10/Jun/2014:15:07:23 +0000] 40924323669661 AmazonSES Sent email to sac@sorv*****.com.br -  MessageID:000001468651c25f-7f6063f4-5d02-4015-8a64-226a7accd33c-000000 - RequestId:ed321705-f0b0-11e3-9d2e-a72cd76bd47c

    /var/log/jotform/amazonSES.log:[10/Jun/2014:15:16:40 +0000] 40924323669661 AmazonSES Sent email to sac@sorv*****.com.br -  MessageID:00000146865a3f1d-526de1af-d6fd-407a-bef5-f5fba66fd941-000000 - RequestId:38bb231e-f0b2-11e3-b558-177b74c1ed9c

    Have you had trouble receiving these emails today? 

    Can you check your spam folder and your trash folder to make sure it is not filtered out?

    If that's a different email address please let us know and we can check that as well. 

  • Profile Image
    sorvemaq
    Answered on June 11, 2014 at 10:44 AM

    Hi,

    Thanks for the always fast reply.

    ti@ is the one not receiving. Have checked Spam, trash and made tests from others accounts, but everything is fine. Only messages from JotForm are not coming through.

    The other e-mails seem to be receiving fine. 

  • Profile Image
    steve
    Answered on June 11, 2014 at 01:04 PM

    Can you confirm the form ID you're referring to? In your account I see two forms with ti@ set up

    Title: Pedido de Orçamento via site Sorvemaq

    ID:  40656047663660

    email for ti@: ti@....br

    and

    Title: Contato pelo site Sorvemaq

    ID: 40924323669661

    email for t1@: marcelo@....br

     

    It looks like you intend the second form to use the ti@...br email address. If that's the case, here are the steps to update it.

    1. Load your form in the form builder/editor

    2. While on the "Setup & Embed"  tab, click "Email Alerts"

    3. Click the notification in which you want to change your email address

    4. Click the "Reply-To and Recipient Settings" button

    5. Click the current email address in the "Recipient Email" field, select all of it [Ctrl + A] and enter the new one

    6. Click "Finish" and save the update

    (See this user guide article for details with illustrations)

    http://www.jotform.com/answers/28017-How-do-I-delete-the-original-email-I-entered-and-then-update-with-a-new-one

    Let us know if that's resolves the issue, or please send more details about the form you're working with. Thanks!