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

    Notification email not working

    Asked by ertezet on June 19, 2014 at 07:05 AM

    Hello,

    we have extremly urgent problem!!!! The notification email are not working, which means we do not receive any notification problems at all! It has to be repaired as soon as possible.

    Thank you for your very quick response

    Radomir Nemecek

  • Profile Image

    Answered by Jim_Rank on June 19, 2014 at 11:45 AM

    Hello Radomir,

    Please accept my apologies for the inconvenience caused to you. Since how long you are not getting the notifications?  I also checked your Email notifications, It looks like everything is fine.

    Can you please try it after clearing browser cache ? I did check your email addresses and it's not our email bounce list.

    You may also tell your email provider to add  jotMails IP address  to their whitelist. Please see the following link-

    http://www.jotform.com/help/145-Whitelisting-JotMails-IP-Addresses

    Hope this may helps. Please confirm us if the problem is persists. Cheers !

  • Profile Image

    Answered by ertezet on June 19, 2014 at 02:48 PM

    Hello Jim,

    email provider told us that everything is ok. The problem is: autoresponder
    is working correctly, even if i test forms and set as client´s email
    info@region-tour.cz -> we receive the autoresponder email. BUT we do not
    receive the notification email. PLEASE CHECH AGAIN, that everytnig is ok on
    your side. I think a year ago when you had some troubles, you put us by a
    mistake at a black list.

    Thanks for quick reply

    Radomir

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    JotForm Support

    Answered by Welvin on June 19, 2014 at 04:05 PM

    Hi Radomir,

    Since you are using a custom email address, I would recommend adding our IP Addresses and Domains to your server whitelist. You can find the list here: http://www.jotform.com/help/145-Whitelisting-JotMails-IP-Addresses.

    Your email address is not listed into our bounce list so whitelisting should help.

    Thanks

  • Profile Image

    Answered by ertezet on June 22, 2014 at 05:13 AM

    Hi,

    we have all servers and email addresses on whitelist but it seems the notification does not arrive to our domain. There must be a problem that from your server the notification is not sent to our server region-tour.cz at all. Please check all possibilities, it cause us huge problems.

     

    Thank you

    Radomir 

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    JotForm Support

    Answered by ashwin_d on June 22, 2014 at 10:11 AM

    Hello Radomir,

    Are you having the notification email issues with your "Rezervace ubytování  | Penzion U Fořta"?

    Upon checking your form's notification email alert, I did not find any issue with that. I did try to check our email logs but could not find any details of submission email being sent from your form #30363516291955.

    I have cleared your form cache and sent you a test submission. Could you please let us know if your received the email notification or not? 

    We will wait for your response.

    Thank you!

  • Profile Image

    Answered by ertezet on June 22, 2014 at 01:43 PM

    Hello,

    the problem is with all forms the same, it does not matter which one. We did not receive any notification since wendesday the 18th of June (app 23:30 european time).  

     

    Radomir

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    JotForm Support

    Answered by NeilVicente on June 22, 2014 at 03:53 PM

    Radomir,

    Your email info@region-tour.cz is NOT in our bounce list, so that is out of the question here.

    To find further proof that our email alert system is working fine, I have temporarily added my personal email to your form "Rezervace ubytování | Penzion U Fořta" and sent a test submission afterwards.

    Here's the email notification received on my inbox:

     

    Judging from this, the notifications are being sent out without problems but somehow, your mail server is not placing them on your inbox.

    Clearly, the fault is not on our end anymore, but on your host.

    With that said, we advise you to contact your email host's technical team to help you resolve this matter. Please do not hesitate to inform us should you need any other information that can expedite the resolution of this issue.

    Thank you very much!

  • Profile Image

    Answered by ertezet on June 23, 2014 at 11:41 AM

    Neil, we received the notifications to every email adresses except info@region-tour.cz. We created a testing form http://www.jotform.com//?formID=41733597890972 from which the last testing submission (the 3rd) was suppossed to be sent at info@region-tour.cz (european time 5:29pm Prague) but the notification did not arrive or contacted our servers at all. So we need from you to let us know from which IP addres it was sent and if you have a log of this message and if the message was truly sent from your servers. At this point we see it as problem with sending notification from your servers to the specific email address info@region-tour.cz. Please do all neccessary steps to find the mistake as soon as possible.

    The testing submission:

     

     

    I would like to also ask you to use for testing above mentioned form, we put it into this testing page: http://testicek8.webnode.cz/

     

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    JotForm Support

    Answered by NeilVicente on June 23, 2014 at 12:11 PM

    Hello,

    Here are the logs for the latest messages sent to info@region-tour.cz

    /var/log/jotform/amazonSES.log:[23/Jun/2014:08:55:50 -0400] 41733615198964 AmazonSES Sent email to info@region-tour.cz -  MessageID:00000146c8cbfc81-38056917-7586-4c3f-8b2f-b1e9832f5f92-000000 - RequestId:b3b09955-fad5-11e3-aa3b-512d43bc602e
    /var/log/jotform/amazonSES.log:[23/Jun/2014:09:25:47 -0400] 10805132892 AmazonSES Sent email to info@region-tour.cz -  MessageID:00000146c8e76969-6297852e-ca18-4c16-ae11-6856ae42926d-000000 - RequestId:e2ee6c67-fad9-11e3-8b70-ab232770a4e6
    /var/log/jotform/amazonSES.log:[23/Jun/2014:10:14:55 -0400] 10905948848 AmazonSES Sent email to info@region-tour.cz -  MessageID:00000146c9146577-4010af6f-c996-4a1b-bd5d-63fe3f74ff10-000000 - RequestId:c035dae1-fae0-11e3-a8e5-fd038241b475
    /var/log/jotform/amazonSES.log:[23/Jun/2014:10:20:50 -0400] 41733597890972 AmazonSES Sent email to info@region-tour.cz -  MessageID:00000146c919cfa2-03085998-6b7f-44d1-b620-bf71f11ad0bd-000000 - RequestId:93b93219-fae1-11e3-b875-37ee49e37642
    /var/log/jotform/amazonSES.log:[23/Jun/2014:11:29:14 -0400] 41733597890972 AmazonSES Sent email to info@region-tour.cz -  MessageID:00000146c9586c84-c0929fdf-5b4d-4ff9-ac7b-46c089bd5beb-000000 - RequestId:2188d1a1-faeb-11e3-9ac5-57b94e7674ad
    /var/log/jotform/amazonSES.log:[23/Jun/2014:11:46:49 -0400] 23054318459960 AmazonSES Sent email to info@region-tour.cz -  MessageID:00000146c968860b-1c5a264a-294c-41d0-b49b-733f6d0c5207-000000 - RequestId:966b89c3-faed-11e3-95f3-ade98a2b2195
    /var/log/jotform/amazonSES.log:[23/Jun/2014:12:03:15 -0400] 40552455371957 AmazonSES Sent email to info@region-tour.cz -  MessageID:00000146c977930a-b947ef54-9ad1-4440-bd16-af4ec997aad1-000000 - RequestId:e259f22c-faef-11e3-af8e-fd7c963e74b7

    I think the fact that you received the notifications on other email addresses and these logs are enough proof that there is no fault on our end.

    Did you bother contacting your hosting provider's support team for more help regarding this matter as I suggested on my initial response?

    Neil

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    Answered by ertezet on June 23, 2014 at 02:54 PM

    of course we did contacted our email provider! The problem is, that they did not find any email which would contacted the servers at all.  What you write about the proof that other notifications work on other emails does have to be truth because you need to look at each email address separetly! There might be a problem on your side, i don´t know. I need to solve it out.  The log you sent to me is about the testing submission form, right?

    I did not receive anwer about the testing submission

    from which email addresses the notifications were sent to info@region-tour.cz

    what are the IP addresses 

    which server was used for the testing submission

    Thank you

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    JotForm Support

    Answered by NeilVicente on June 23, 2014 at 03:16 PM

    Here are our mail logs for the last test submissions I have made to your test form @ testicek8.webnode.cz

    /var/log/jotform/amazonSES.log:[23/Jun/2014:14:58:39 -0400] 41733597890972 AmazonSES Sent email to info@region-tour.cz -  MessageID:00000146ca1827ee-6291772e-2320-4afa-8b9c-9cf7b81013e8-000000 - RequestId:6302e14c-fb08-11e3-b6c5-59aa598ce392
    /var/log/jotform/amazonSES.log:[23/Jun/2014:15:04:31 -0400] 41733597890972 AmazonSES Sent email to info@region-tour.cz -  MessageID:00000146ca1d88ae-bb596a8a-5785-45e2-8ae5-6df9111fc081-000000 - RequestId:35108820-fb09-11e3-8557-9fbb6c42a780
    /var/log/jotform/amazonSES.log:[23/Jun/2014:15:06:40 -0400] 41733597890972 AmazonSES Sent email to info@region-tour.cz, neil@*****.com, t****@gmail.com -  MessageID:00000146ca1f7d7b-54606ab0-e4dd-475a-a56a-37218ec344f3-000000 - RequestId:818f3437-fb09-11e3-a204-037854ba9611

    Note that I have added my email addresses to the form before my last submission. I was able to receive both notifications on my email.

    Here are more details regarding the notifications I received:

    Received: from a9-135.smtp-out.amazonses.com ([54.240.9.135]:51991)
        by lo1.infinitysrv.com with esmtps (TLSv1:AES128-SHA:128)
        (Exim 4.82)
        (envelope-from <00000146ca1f7d7b-54606ab0-e4dd-475a-a56a-37218ec344f3-000000@amazonses.com>)
        id 1Wz9Zg-003Ymx-Rg
        for neil@******.com; Mon, 23 Jun 2014 15:06:40 -0400

    From this, you can say that the IP address used by the server was 54.240.9.135

    Hope these information helps.

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    Answered by ertezet on June 24, 2014 at 02:21 PM

    Hello,

    our hosting provider made all testings, we also set up testing account active24 where we did many testings but the problem with sending notifications to info@region-tour.cz still last. The email did not even reach the systems, so the problem is with the sending server, i think it is a problem in your systems with only the email address info@region-tour.cz. It is very important to make propertestings to find a mistake why your system is not sending mails to our mailing address info@region-tour.cz. We would change the recepients address but we have set up over 100 forms and it is not possible to change it all. Be so kind and do all to solve it out.

    Thank you

    Radomir

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    JotForm Support

    Answered by Mike_T on June 24, 2014 at 03:32 PM

    We believe that emails are being sent, there are no errors in our mail logs. It is not likely that something is wrong on our side.

    I have made a submission on your test form 41733597890972, and it was emailed:  

    /var/log/jotform/amazonSES.log:[24/Jun/2014:15:19:36 -0400] 41733597890972 AmazonSES Sent email to info@region-tour.cz, neil@neilacero.com, tqbfjotld@gmail.com - MessageID:00000146cf51b3ed-11eaff15-92af-495c-9f61-28e04f1fb757-000000 - RequestId:7afe20ba-fbd4-11e3-8caf-8faa10b71cb6

    You can contact your email provider with mentioned above log to track the message. Note that we use Amazon SES sending method for email notifications with noreply@jotform.com sender. 

    Here is a screenshot with additional mail logs:

    If that Amazon SES sending method does not work right for your mail host, we can suggest trying alternatives:

    - Use your own SMTP to send the messages.

    How to Setup SMTP for a Form

    - Use a custom sender option. It will switch the sending method from Amazon SES to our own SMTP server. In this case you can also whitelist our IPs.

    How to Add a Custom Sender Address to an Email Alert

    - Use Mandrill sending method.

    How to use Mandrill to Send Emails From Your Own Email Address

    If you need any further assistance on this, please let us know. Thank you.

  • Profile Image

    Answered by ertezet on June 25, 2014 at 06:54 AM

    We believe does not mean tha you know for 100% you check you system, there might be problem sending just to one email address. DId make any changes on wendesday the 18th June? Did you bohter check you system? The log does not mean that the system truly sent the email because our system did not recognizece any atempts do deliver emails at info@region-tour.cz. It seems that your system somehow is blocking sending emails to info@region-tour.cz. All other emails are working, so why just this one? We did all testing, please check your system properly.

     

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    JotForm Support

    Answered by Welvin on June 25, 2014 at 10:55 AM

    Our apologies for the trouble. Our system will surely don't tell a wrong information because that was designed to work and tell if emails were successfully delivered or not, for some reason. You have all our logs which shows that form emails were delivered to your specific email address.

    One more option would be to add Mandrill's SMTP to your form: http://www.jotform.com/help/236-How-to-use-Mandrill-to-Send-Emails-From-Your-Own-Email-Address. Please kindly try this.

    Thanks

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    Answered by ertezet on June 26, 2014 at 02:40 PM

    THe best would be if you get in touch with our host provider active24, are you able to allow this thread to another person? We created testing account under username active24, can you please invite them to this thread?

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    JotForm Support

    Answered by david on June 26, 2014 at 03:34 PM

    Hi,

    We cannot allow other users into a private thread.  You can set it to public, have active24 post here, and then set it to private again.  That should allow for that user account to view this thread.

  • Profile Image

    Answered by ertezet on June 27, 2014 at 07:10 AM

    From our host provider:

     

    Thanks for mail logs, unfortunately we were unable to track e-mails by given IDs. In your screenshot it seems your filtered just recipient address info@region-tour.cz which just confirms your system tried to send e-mails not that they were actually forwarded succesfully to our server. Could you filter few IDs instead? So we can take a look into the whole smtp communication. At the end you should receive status code from our server which should tell us more about what's going on.

    We tried to check logs online after few tests from form itself(http://testicek8.webnode.cz/) and it was all the same - when we set up different addresses, it showed up in the log with no problem, but with info@region-tour.cz there is no trace of message at all.

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    JotForm Support

    Answered by Welvin on June 27, 2014 at 07:50 AM

    Thank you for the information.  Unfortunately, we can only present you that particular logs for your email address. I have no idea why that particular email address is not receiving your form notification email whereas the other ones are working fine. So strange!

    Any form email to your spam folder? Anyway you could check the email using the webmail access, NOT the email client, just in case you're using it. Another option, add noreply@jotform.com to your safe sender list. 

    For now, I would again suggest using Mandrill's SMTP to your form.

    Thanks

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    Answered by ertezet on June 27, 2014 at 08:35 AM

    so strange you can show all log without including confirmation it´s been sent! It is so strange that youd did not make any deep look at this problem because it is clear that the problem can be in just one particular address and it has nothing to do with the other ones. Look we are you customer who pays for your services, you can´t even proof that the emails have been sent and even did not make any effort to solve this out? We have check all possibilities and now it is your turn to solve this problem out to make your customer happy with your services! I would also remind you that we experience your many technical problems in past. So, please be so kind and give us at least the informations what our host provider needs from you. If you are not albe then please make deep look at problem in your system.

    Regards

    R. Nemecek

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    JotForm Support

    Answered by ashwin_d on June 27, 2014 at 09:22 AM

    Hello ertezet,

    I'm sorry for the trouble caused to you.

    We use amazon SES method to send submission emails and this is what the confirmation email we receive. If the your email server accepts the email we show the log and if there is a bounce or other issues, we do get the relevant message with reason.

    To test this issue further, I created a demo form in my own account and added three email alert. I have set different sender email in all the email alerts. One has "noreply@jotform.com", the second one has "noreply@formresponse.com" and the third one has a custom sender using my own email address. All these email alerts has the "Recipient Email" address as "info@region-tour.cz".

    I have sent you a test submission. Could you please let us know which all submission email you have received?

    We will wait for your response.

    Thank you!

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    JotForm Support

    Answered by NeilVicente on June 27, 2014 at 10:13 AM

    Hi again,

    In addition to my colleague's test submits, I have sent email messages to info@region-tour.cz using my personal email addresses (3 of them -- one from Gmail, one from my own personal host, one from a JotForm email address).

    Can you please confirm if you have received those messages? 

    Thanks.

  • Profile Image

    Answered by ertezet on June 27, 2014 at 10:58 AM

    Reply from our host provider to response (Answered by Welvin on June 27, 2014 at 07:50 AM)

    The problem does not depend on spam filter or mail client settings. We are looking directly to the log of the incoming server and there is no connection from any of your smtp servers in these particular cases when the messgae should be sent to info@region-tour.cz. To solve this we need a record from smtp log from which is clear that the message was recieved from our server and ID which was given to this message. Without these infromation we are not able to find out what happens with those messages.

  • Profile Image

    Answered by ertezet on June 27, 2014 at 11:01 AM

    reply to Answered by ashwin_d on June 27, 2014 at 09:22 AM

    we receive only one email notification:

    Notifier 3 from custom sender email

    from ashwin.dhundale.in@gmail.com

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    JotForm Support

    Answered by NeilVicente on June 27, 2014 at 11:28 AM

    @ertezet

    The notification you received with sender email aswin.dhundale.in@gmail.com was also sent from AmazonSES.

    Here's the log for that particular sent email:

    /var/log/jotform/email.workers.log:[27/Jun/2014:09:21:17 -0400] AmazonSES :: Sent email to info@region-tour.cz, ashwin.dhundale.in@gmail.com -  MessageID:00000146dd7cbac9-59ea2e88-adc8-4e23-bbaa-fd6f12b0d863-000000/eb94fe24-fdfd-11e3-b95d-65131d19a807

    This makes me believe that your host is not blocking emails sent by AmazonSES but only those with sender email of noreply@jotform.com and noreply@formresponse.com.

    With that said, can you please check if you have already added those emails to your host's whitelist? If not yet, would you mind asking them to add it for you?

    noreply@jotform.com
    noreply@formresponse.com

    Let us know how it goes thereafter.

    Thank you!

  • Profile Image

    Answered by ertezet on June 27, 2014 at 12:46 PM

     Do you understand what we wrote to you??? It has nothing to do with spam filtres the emails!!! We have already tried everything (spams, whitelist, greylisting...atec) It seem like your do not want to solve this problem. AGAIN:

    The problem does not depend on spam filter or mail client settings. We are looking directly to the log of the incoming server and there is no connection from any of your smtp servers in these particular cases when the messgae should be sent to info@region-tour.cz. To solve this we need a record from smtp log from which is clear that the message was recieved from our server and ID which was given to this message. Without these infromation we are not able to find out what happens with those messages.

    This means that your 

    noreply@jotform.com
    noreply@formresponse.com

    DO NOT SEND EMAILS TO INFO@REGION-TOUR.CZ -> THIS MEANS YOU MUST REPAIR THIS PROBLEM. 

     

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    JotForm Support Manager

    Answered by Jeanette on June 27, 2014 at 01:52 PM

    I we had a problem with noreply@jotform.com or noreply@formresponse.com in our side,  I assure you we would have, at this time of the day, tons of users complaining about that.

    Since you are using noreply@jotform.com  you should whitelist our domains along with the 2 noreply's addresses as advised by Neil. We use AmazonSES method to send emails using those default email addresses

    In light of that,  it's not necessary to whitelist our IP addresses unless you are using a custom sender email address rather than noreply@jotform.com /noreply@formresponse.com

    The records provided above should be useful for your admins to find out why or where the problem is in your servers side.

    /var/log/jotform/email.workers.log:[27/Jun/2014:09:21:17 -0400] AmazonSES :: Sent email to info@region-tour.cz, ashwin.dhundale.in@gmail.com -  MessageID:00000146dd7cbac9-59ea2e88-adc8-4e23-bbaa-fd6f12b0d863-000000/eb94fe24-fdfd-11e3-b95d-65131d19a807

     

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    JotForm Support

    Answered by NeilVicente on June 27, 2014 at 07:19 PM

    The settings on your test form warrant no use of SMTP. Therefore, we did not use SMTP for sending those emails. We cannot provide you with the SMTP logs that you're asking for. What we can and what we have been providing you are our server logs.

    Those emails were sent via AmazonSES (Simple Email Service). AmazonSES tells us that the emails were actually sent to the email info@region-tour.cz

    If that were not the case, our server logs should tell.

    By the way, when you said "we received the notifications to every email adresses except info@region-tour.cz", does the part in bold refer to email addresses under the same domain and host (region-tour.cz) ?

    Please understand that we are doing our best to solve your issue. We are conducting every kind of tests we can imagine to figure out the root cause of the problem, and so far none of these test point to a problem on our end.

    We might be wrong, definitely, that's why we keep on doing tests in between our responses to this thread - to prove us wrong and to fix whatever the problem is, if that's the case.

    We apologize for all the troubles caused, and thank you very much for your patience.

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    JotForm Support

    Answered by NeilVicente on June 27, 2014 at 08:19 PM

    One last thing - I have sent 3 test emails fro m my personal email addresses (a Gmail address, an address from my own domain, and a @jotform.com email address) to the address info@region-tour.cz.

    On these emails, I have specifically requested a reply from you. Since, I have not received any reply, is it safe to say that you did not received those emails as well?

  • Profile Image

    Answered by ertezet on July 01, 2014 at 12:42 PM

    I set up a new thread to have our host provider access to the thread. The subjetct of the new thread is Notification email not working - PART II.

    I the new thread is a descritpion of the whole problem and all testings and set ups we have done so far. Please reply to the new thread. We would be also happy if we will be communicationg with 1 - 2 persons from your side to keep communication in the right way...

    Thank you

     

    Radomir

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    JotForm Support

    Answered by ashwin_d on July 01, 2014 at 12:48 PM

    Hello Radomir,

    Thank you for the information. My colleague is already responding to you on the following thread:  http://www.jotform.com/answers/398329-Notification-email-not-working-PART-II#0

    Thank you!

  • Profile Image

    Answered by active24 on July 02, 2014 at 07:53 AM

    Hello,

    why the new thread is not working? We haven´t received response to the description in the new thread. Please forward explanation...

    thank you

    R.