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    Not everyone in group receiving email notification

    Asked by floydpr on September 19, 2014 at 09:58 AM

    We have a form with a group of people listed to receive a notification every time it is filled out. But during the last few days SOME (not all) of the emails have only gone to one person.

    This is the form: http://form.jotformpro.com/form/22536183490959

    the only erson getting them is btrott@floyd.org.

    This form has been around for a while, but this issue just happpened recently. I have not changed anything in the form either.

    Any reason why this might be happening?

     

    Page URL:
    http://form.jotformpro.com/form/22536183490959

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    JotForm Support

    Answered by david on September 19, 2014 at 12:05 PM

    Hi,

    We recently had some issues with one of our E-mail service providers.  Our backups took over but there were some buggy interactions with notifications during that time.  Everything has been restored back to normal and should now be functioning as it did before.  If you are still having trouble receiving notifications the same as you did previously, let us know and we will be happy to see what else we can find.

  • Profile Image

    Answered by floydpr on September 19, 2014 at 12:31 PM
    Thank you for the explanation. Glad you were able to repair it.
    Mark Hannah
    Intranet Content Specialist
    Public Relations
    706.509.3253 phone | 770.905.9172 cell | 706.509.3241 fax
    mhannah@floyd.org | www.floyd.org
    Corporate Support Center 420 E. 2nd Ave. Suite 104, Rome GA 30161
    [Description: cid:4957A3C6-D1B5-432C-9F07-6A25662A319B][Description: cid:6672845C-CF4B-4739-9E28-2589C5F45FD3][Description: cid:A06E5EF1-02C5-4509-90D2-E3C981609172][Description: cid:96249434-8188-4ACD-9DEC-63EBA516FAA2][Description: cid:C86925D8-2BCE-44D4-89C2-F04DFFA1E8E9][Description: cid:17BA105C-79DA-43D2-ADF6-D505EB393FA2]
    ...
  • Profile Image
    JotForm Support

    Answered by david on September 19, 2014 at 01:51 PM

    There may still be some issues regarding notifications however.  If you do notice any missing notifications that were working previously, let us know and we will be happy to help you get them fixed.

  • Profile Image

    Answered by floydpr on September 19, 2014 at 03:01 PM
    Sorry, but this form also is not sending notifications to anyone: http://form.jotform.co/form/31576855920866
    Mark Hannah
    Intranet Content Specialist
    Public Relations
    706.509.3253 phone | 770.905.9172 cell | 706.509.3241 fax
    mhannah@floyd.org | www.floyd.org
    Corporate Support Center 420 E. 2nd Ave. Suite 104, Rome GA 30161
    [Description: cid:4957A3C6-D1B5-432C-9F07-6A25662A319B][Description: cid:6672845C-CF4B-4739-9E28-2589C5F45FD3][Description: cid:A06E5EF1-02C5-4509-90D2-E3C981609172][Description: cid:96249434-8188-4ACD-9DEC-63EBA516FAA2][Description: cid:C86925D8-2BCE-44D4-89C2-F04DFFA1E8E9][Description: cid:17BA105C-79DA-43D2-ADF6-D505EB393FA2]
    ...
  • Profile Image

    Answered by moonbar on September 19, 2014 at 04:06 PM

    I get no email notifications too. And I'm burning my ssl connections! sigh...

    http://german.jotform.com//?formID=42585361619360

  • Profile Image

    Answered by Ben on September 19, 2014 at 04:16 PM

    Hi Mark,

    I took a look at the form you have mentioned in your last response and have noticed that your autoresponder was not set properly in it, so I updated it for you.

    However the notification email seemed OK. If you have problems with the submission notifications, I would suggest recreating the same notification and check if that one works for you by clicking on Test email or by submitting an email.

    This has been known to fix issues in many cases.

    Do let us know of the outcome.

    Best Regards,
    Ben

  • Profile Image

    Answered by Ben on September 19, 2014 at 04:20 PM

    Hi Moonbar,

    My colleague will be replying to your query on your original thread here http://www.jotform.com/answers/431611

    Best Regards,
    Ben

  • Profile Image

    Answered by floydpr on September 23, 2014 at 02:54 PM

    So, we still seem to be having issues where people are not getting the email notification and it seems to be spreading. 

    Currently. people have reported either a delay in receiving emails or not getting the notification for the following forms: 

    security transportation form: http://form.jotform.co/form/31576855920866

    synapse mistake form: http://form.jotformpro.com/form/22536183490959

    Omnicell user change request form: http://form.jotformpro.com/form/21145449676965

    We have many forms, so it is hard to know how widespread this is. 

    Are you still experiencing problems on your end as you described earlier in this thread? If not, do you have any suggestions for us? 

     

  • Profile Image

    Answered by floydpr on September 23, 2014 at 03:57 PM

    We just conducted more tests inside our network and most of the submissions did not generate an email notification.

     

    Also, on one form it seems like there was a massive delay as the recipient got 10 submissions that were all sent on 9/19 this morning and yet submissions from yesterday and today had not been received yet.

     

    have you received any NDRs (Non-Delivery Reports) about our forms at all in the last week or so?

     

  • Profile Image
    JotForm Support

    Answered by david on September 23, 2014 at 05:10 PM

    The issue with our mail service has been fixed, if you are still having the same issue, then it was not related.  Occasionally there are issues with using multiple email addresses in the same notification.  Separating them out in to individual notifications generally solves this.  You could create a copy the contents of the original in to each to ensure the same data is sent.  You could also try to setup Mandril to send the notifications instead.  This would give you better control of how they are sent, rather than using our service:

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

    However, both of solutions would require changing your forms manually.