I'm not receiving notifier emails

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    Asked on July 11, 2014 at 09:17 AM



    This is just one form for which I'm not receiving things -- there are others.  Also, I'm not receiving auto responder emails now either.  Weird new thing that's happening.

    I love the services you provide. Thanks for helping me


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    Answered on July 11, 2014 at 10:23 AM

    Dear Lorraine,

    I hope that you have followed the instructions in the article Setting-Up-Email-Notifications for receiving notifications and Creating-a-Form-Autoresponder for autoresponders.

    I request you to take a look at How-to-setup-email-alerts-to-prevent-email-bouncing-related-issues and follow the instructions in the article. If the issue still persists please whitelist the JotForm IP addresses by following the instructions provided in Whitelisting-JotMails-IP-Addresses.

    This should resolve the issue. If you need further assistance, please reply to this post. We'ld be happy to assist you in this regard.

    Kiran Kumar Polavarapu

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    Answered on July 11, 2014 at 10:24 AM

    Hi Lorraine,

    Good day!

    You're using your SMTP server to send emails and it looks like it has failed according to our server logs.

    /var/log/jotform/remoteSmtpEMAIL.log:[11/Jul/2014:09:06:20 -0400] FAILED remote SMTP to coachlorraine@ccmwcc.com from CoachLorraine@CCMWCC.com Last-Form-ID : IP : Form-ID: 41884447121960 Reason SMTP Error: Could not authenticate.

    I would suggest to review this from your side. Check your email server logs as well, it seems the SMTP couldn't authenticate which is most probably the reason why it could not fire up email notification. 

    I would strongly recommend using our email server for sending emails by using one of the provided sender email like noreply@jotform.com. You can use this as replacement for the meantime while trying to resolve the SMTP issue on your end.

    Let us know if you need help with anything else. Regards!