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    We are not getting and email notification for some of the forms our students complete!

    Asked by cpmomcat on July 05, 2014 at 08:41 PM

    We have been not getting an email notification for some of the students who complete our forms!!  I can see the students completed forms on the Jotform website submissions, but we never received an email notification.  This has been happening for a couple of months now and we are becoming concerned about this unreliable notification process!  We get an email notification for most of the submissions, but several have never been received (not in Spam or anything like that either).

    Is this an issue with Jotform?  Are others having the same issue?  Is this something that you can fix?

    Catherine Paull

    email notification and email Submissions JotForm same
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    JotForm Support Manager

    Answered by Jeanette on July 05, 2014 at 11:18 PM

    Please make sure none of the forms email notifier are lacking of a field in the settings

    For example, in this form  the sender email was missing, I just set it to noreply@jotform.com

    So please check that the form is not missing either the Sender Name or the Sender Email

     

    Also, you should check the spam folder to see if the messages arrived there.

    Otherwise, you might also want to check if the email address is in our bounce list , by following this guide

    https://www.jotform.com/help/262-How-to-remove-your-email-address-from-bounce-list

     

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    Answered by cpmomcat on July 06, 2014 at 06:58 AM

    As I stated:

    1) We are getting an email notification for the majority of submissions, but we did not receive notification for a few submissions and that is worrisome.

    2) I did check the Spam folder (check it every day) for possible errant emails including notifications from Jotform.  I have never found a notification from Jotform in our Spam folder.

    3) I do have Jotform selected as the sender email in my Notifications for all of our forms.

    4) The link you provided for checking the bounce list is not working.  I get an error message.

    In any case, I doubt this is the issue because we are getting most of the notifications, just not getting some of them!!!

    Again, we are concerned if this is going to be the way that Jotform operates - we need to trust that ALL of the notifications are being sent.

     

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    JotForm Support

    Answered by jonathan on July 06, 2014 at 07:49 AM

    Hi,

    Can you please tell us which form you are having this problem?

    Although I have already checked this 2 forms (and did not find any issue on their email settings yet)

    http://www.jotformpro.com/form/40517228292958

    http://www.jotformpro.com/form/40403361020939

     

    but it will be best if you point us to the form where we can focus in checking the problem.

    We will investigate this further once we know which form.

    Will wait for your updated response.

    Thank you.

     

     

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    Answered by cpmomcat on July 06, 2014 at 08:48 AM

    Those are the two forms that we are having difficulty with!  There have been at least 3 submissions on the first form (Registration for SUMMER 201) that appear on the Jotform website in Submissions, but for which we received no email notification.  And there have been at least 5 submissions on the second form (Registration 2014-15 -- (Sept. 9, 2014 thru May 18, 201) that we never received a notification for.

    Needless to say, this is disturbing.

    The most recent submission that we did not receive a notification for was for Submission to the first form you listed - the student's name was Holzman.  She notified us that she had made the submission and when we could not find a notification in our Gmail, we decided that we needed to contact Jotform about this issue.  My boss is wanting me to investigate other online form options, but I really don't want to take the time and effort to learning a new process unless it is truly necessary.  If we continue to find that we are not receiving notification reliably, then I guess I'll have to explore other options (hoping that they are more reliable).

    Catherine

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    Answered by Carina on July 06, 2014 at 02:31 PM

    I apologize for all the inconvenience.

    The email notifications seem well configured. I forwarded this to our developers so they can take a deeper look into this. They will contact you via this thread once they have an update on this.

    Let us know if further support is needed.

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    JotForm Support Manager

    Answered by Jeanette on July 06, 2014 at 04:14 PM

    I have given you some suggestions on this thread

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    Answered by cpmomcat on July 06, 2014 at 08:57 PM

    That link is not working, looks like I'm caught in a loop or something when I click on it!

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    JotForm Support

    Answered by ashwin_d on July 06, 2014 at 10:51 PM

    Hello cpmomcat,

    That thread seems to be a a private thread and since you are not part of that thread that is the reason why you are unable to view.

    As suggested by my Support manager, you may like to white list or domain names in your cpanel and see if that solves your problem. The following guide should help you:  http://www.jotform.com/help/145-Whitelisting-JotMails-IP-Addresses

    Do get back to us if the issue persists.

    Thank you!

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    Answered by cpmomcat on July 07, 2014 at 06:21 AM

    I will follow the Whitelisting instructions, but the missing emails are NOT going into our Spam folder, so emails being put into Spam is not the problem.  I will let you know if we experience the problem again despite following the Whitelisting instructions you provided.

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    JotForm Support

    Answered by liyam on July 07, 2014 at 08:49 AM

    Hello Catherine,

    I've made series of tests and I was able replicate your problem.  After trying to identify the cause of the problem and searching for solutions, I was able to find out that the problem is with Mandrill and Yahoo! email relaying. 

    According to Mandrill's blog:
    --
    Update April 12, 2014: Yahoo has confirmed the DMARC change in an official statement. There appear to be no plans to revert this change. If you're using yahoo.com in your from address, it's advised that you use an alternate 'from' email domain. For now, a private domain or other free email provider will work, though a private domain is preferable since other free email providers may follow Yahoo's lead.
    --

    So, what I can recommend to you for now is just use the email address field as your reply to field and not use Mandrill to prevent issues when your form submissions from users are using Yahoo! email addresses.

    If you have further questions, please do let us know.

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    Answered by cpmomcat on July 07, 2014 at 08:54 AM

    I am feeling very ignorant reading your response!  I don't understand what it is that you are suggesting that I do to solve this problem.  Can you please let me know specifically what I should do in terms that a novice to these things can understand?  I would really appreciate it!

     

     

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    JotForm Support

    Answered by ashwin_d on July 07, 2014 at 09:15 AM

    Hello cpmomcat,

    Since the limitation is from yahoo server, there is very little we can do.

    What my colleague meant is you should not use mandrill if your form users are using yahoo email address. Here are the steps you should follow:

    1. Add one more email alert in your form where you should not use mandrill. Please use "noreply@jotform.com"

    2. Add a condition in your form to "Send an e-mail after submission" and check if the email field contains "yahoo". If it does then send the new email alert which we have added in step #1. Please check the screenshot below:

    3. Add another condition to "Send an e-mail after submission" and check if the user's email does not contain "yahoo" then, use the existing email alert if you have in your form. Please check the screenshot below:

    Hope this helps.

    Do get back to us if you have any questions.

    Thank you!

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    Answered by libertyfineartgallery on July 17, 2014 at 12:10 PM

    I've found that you CAN send to yahoo if you first send to an email forwarder:

     

    Jotform sends to >> _______@wakinggirl.com which forwards to >> _______@yahoo.com

     

    But yikes.

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    Answered by Carina on July 17, 2014 at 01:29 PM

    @libertyfineartgallery

    Thank you for your suggestion for a solution. But I believe the case here is that the email notifications are not being received when the user submitting the form has a yahoo address. It is not the case of the recipient of the notification being a yahoo address:

    But thank you for your input.

    If you need assistance, please open a new thread so we can assist you.