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    Emails not delivered starting around mid-day 9/16.

    Asked by csmarketing on September 17, 2014 at 12:18 PM

    We have several forms with conditions dictating who gets an email (i.e. "If state = tx send to X@email.com). Starting around 2 p.m. CST these emails seem to have stopped being sent. 

     

    Checking the email history in the logs all instances of emails since then look like this:

    ·           Tue, 16 Sep 14 - 14:19

    Email failed to c***@***.com; j***@***.com; c***@***.com; s***@***.com  

    ·           Tue, 16 Sep 14 - 14:19

    Email sent to c***@***.com; j***@***.com; c***@***.com; s***@***.com

     

    At that time time no reply email changed from noreply@jotform.com to noreply@jotmails.com.  

    Emails not delivered email problem
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    JotForm Support

    Answered by Welvin on September 17, 2014 at 01:35 PM

    Hi,

    Our apologies! We have had a problem with our default sending method that causes the email issues, but this just a temporary and it will be soon resolved.

    I have also forwarded your report to our backend team so you will get updates once this is fixed. While waiting, please try using the following alternatives for sending mails using your SMTP or using Mandrill servers:

    Mandrill: http://www.jotform.com/help/236-How-to-use-Mandrill-to-Send-Emails-From-Your-Own-Email-Address  

    SMTP: http://www.jotform.com/help/244-How-to-Setup-SMTP-for-a-Form  

     

    We thank you for your understanding on this matter! If you require any further assistance, feel free to contact us.

    Regards

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    Answered by csmarketing on September 17, 2014 at 03:03 PM

    Thanks for the info, best of luck on getting it fixed.

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    Chief Technology Officer

    Answered by eee on September 17, 2014 at 05:25 PM

    Hey,

    We had bug on multiple receipt emails, and it's fixed,

    Thank you for your patience,

    Kindest Regards,

    - Ertugrul.

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    Answered by csmarketing on September 18, 2014 at 04:09 PM

    Has this issue popped up again? The forms were working fine last night, but as of 8:12 AM they don't seem to be sending to all the recipients they are supposed to anymore. 

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    JotForm Support

    Answered by KadeJM on September 18, 2014 at 04:48 PM

    As far as I know our developers had resolved the issue. 

    Anyhow though, I did take a look through your email logs and from what I can see it looks like our server should be sending these out again. I see there are quite a few recipients that it logged.

    Can you please check your Email History and if possible check to verify whether those email addresses received anything then let us know?

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    Answered by csmarketing on September 18, 2014 at 05:22 PM

    The email history says that they were sent, and have confirmation that they were sent. 

    Has jotform changed how it handles the TO field in emails? Yesterday (before and after the outage) all the emails were listed in the TO field. This morning, only the recipients email is listed. 

    For example: 

    Yesterday's email - everyone included in the same email TO line :

    To: csmarketing@company.com, person2@company.com, person3@company.com

    Today's email - Each person seems to get an individual email:

    To: csmarketing@company.com

    To: person2@company.com

    To: person3@company.com

     

    Is there any way to revert back to yesterday's styling? It will help us know who was included on the submission.

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    JotForm Support

    Answered by jonathan on September 18, 2014 at 05:58 PM

    Hi,

    I think we did not change any of the styling on how the email notifiers were being sent when the email issue was fixed.

    ---

    To: csmarketing@company.com, person2@company.com, person3@company.com

    You must be referring to the mutliple-email recipient method.

    Check this user guide https://www.jotform.com/help/39-Send-Notifications-to-Multiple-Recipients

     

    If the notification emails are coming in as individual emails then it must be because there were separate notification for each email address

    The number of notifiers in the Email List in Email Alert can be the number of separate submission email that will be sent.

    So if you want to notification emails to be sent like this

    To: csmarketing@company.com, person2@company.com, person3@company.com

    then, just follow the method described in the user guide 

    https://www.jotform.com/help/39-Send-Notifications-to-Multiple-Recipients

     

    Hope this help. Inform us if you need further assistance.

    Thanks!

     

     

     

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    JotForm Support

    Answered by jonathan on September 18, 2014 at 07:04 PM

    @csmarketing

    Hi,

    I was able to reproduced the issue you have reported about the multiple recipient or CC email.

    I have created a separate post about it here http://www.jotform.com/answers/431201

    We will attend to that thread as soon as we can.

    Thanks.