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  • Profile Image

    Emails seem to not be sent every time - at random occasions they seem to be not sent

    Asked by floydpr on September 25, 2014 at 01:05 PM

    Please see the link to this thread for background: http://www.jotform.com/answers/431380-Not-everyone-in-group-receiving-email-notification#10

     

    We are still having problems with forms that do not have multiple emails in the notification. It seems sporadic as to when notifications are being received, so we are trying to narrow down the issue.

    Can you tell us when you were having problems with email? It seems our problems began on the 19th, which is when you said you were having issues. When did those get resolved?

    I am attaching a screenshot of a spreadsheet I created from a report of one form that was having issues (https://secure.jotformpro.com/form/22536183490959). I added a field about when the notification was received. You will notice that they either were delayed, arrived immediately after being sent or never were received.

    These fomrs were submitted from different computers from the 19th to the 24th. Perhaps this can give you a clue as to what might be happening. They all are embeedded on our intranet using an iframe that has the secure url.

    Page URL:
    https://secure.jotformpro.com/form/22536183490959

    Screenshot
    email notifications email issue emails not sent
  • Profile Image

    Answered by Ben on September 25, 2014 at 02:59 PM

    Hi,

    I remember the thread that you have linked to. I believe that the issue with the emails was from 16th to 19th.

    Now as we had to switch fast and unexpectedly to our backup system it has brought some issues and after switching back to the main system on 19th-20th some of the issues have still left present.

    Now I would just like to confirm with you if you are getting all of the emails and that the issue was with the emails between 19th to 24th or if you are still not receiving the emails?

    Based on the screenshot and if I understood correctly you are still having some issues receiving email notifications from us?

    If you still do have these issues, these steps are something that has helped many others to restore everything back:

    1. open the jotform that has these issues
    2. copy the notifications layout if you have changed the default one
    3. go back and remove the notification
    4. add a new notification and you can just paste the same layout i(f you have copied on step 2)
    5. set new email notifications
    6. test

    You do not necessarily need to remove the old one as much as create the new, so you can leave the old one and create a new one next to it and it should be working now for you.

    Here are some useful reads:

    Setting Up Email Notifications

    Notification/Autoresponder Email Details

    Whitelisting JotMails IP Addresses

    Do keep us updated.

    Best Regards,
    Ben

  • Profile Image

    Answered by floydpr on September 25, 2014 at 03:31 PM
    Thank you Ben for this information.
    We did have some notifications on two separate forms that were not received today. We are continuing to test a variety of scenarios.
    Your answer regarding the dates, and the fact that you are still having issues, could explain a lot.
    I will conduct some tests after re-doing a notification as you suggested, but as it is happening sporadically I will have to watch over the next couple days to see if that is the issue. I hope it is not because that would mean a lot of notifications to re-make. ☹
    Is there any way you could let me know when you are certain that all possible email issues have been resolved? I think that is a big factor in what is happening. We have actually whitelisted everything on our end a few months back.
    thanks for yoru help and speedy response.
    A new response has been received:
    [JotForm]
    Answered by Ben
    Hi,
    I remember the thread that you have linked to. I believe that the issue with the emails was from 16th to 19th.
    Now as we had to switch fast and unexpectedly to our backup system it has brought some issues and after switching back to the main system on 19th-20th some of the issues have still left present.
    Now I would just like to confirm with you if you are getting all of the emails and that the issue was with the emails between 19th to 24th or if you are still not receiving the emails?
    Based on the screenshot and if I understood correctly you are still having some issues receiving email notifications from us?
    If you still do have these issues, these steps are something that has helped many others to restore everything back:
    1. open the jotform that has these issues
    2. copy the notifications layout if you have changed the default one
    3. go back and remove the notification
    4. add a new notification and you can just paste the same layout i(f you have copied on step 2)
    5. set new email notifications
    6. test
    You do not necessarily need to remove the old one as much as create the new, so you can leave the old one and create a new one next to it and it should be working now for you.
    Here are some useful reads:
    Setting Up Email Notifications<../help/25-Setting-Up-Email-Notifications>
    Notification/Autoresponder Email Details<../help/30-Notification-Autoresponder-Email-Details>
    Whitelisting JotMails IP Addresses<../help/145-Whitelisting-JotMails-IP-Addresses>
    Do keep us updated.
    Best Regards,
    Ben
    View this thread on browser » Unsubscribe Thread
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    ...
  • Profile Image
    JotForm Support

    Answered by Mike_T on September 25, 2014 at 06:27 PM

    As far as I know, we are not facing any issues with the email alerts as of this time. Also, you do not have to re-create your Email Notifications and Autoresponders, they should work.

    However, I have checked our mail logs for your form #22536183490959, and I was not able to find some sending confirmations. We will try to check this with our Technicians. The issue has been escalated to our Next Level Support, and we will get back to you as soon as we have any updates.

  • Profile Image
    JotForm Support

    Answered by liyam on September 27, 2014 at 03:11 AM

    Hello floydpr,

    I don't see any bounces on our end related to your email alerts.  Can you check the spam folder of your email if in case the missing alerts landed there?

    If in case you're using an email software program such as Eudora or MS Outlook, you might want to check your email account's web mail since there are instances that emails that land on the spam folder of your email service provider don't get downloaded to your inbox.

    Thanks.

  • Profile Image
    JotForm Support

    Answered by liyam on September 27, 2014 at 03:19 AM

    If this can help, you may also check your email logs and see if some emails failed to send:

    1. Click Account

    2. Click History

    3. On the right most drop down menu, select Email - This will take some time to load so please be patient

    4. Once the email alert status list loads, you may click on the box icon with an arrow slanting up, this will show you the details of the email alert sent 

    Thanks

  • Profile Image

    Answered by floydpr on September 29, 2014 at 10:21 AM
    This is very useful information.
    I actually looked back in this log for the date range of 9/19 - 9/20 (about the time we were having trouble) and noticed that all the emails for a certain form thatg we have been using as a test that were never received do not show up in the log as being sent. Also, some of the ones that, according to the submission report, that were sent at a certain time and arrived on time shows up in the email log BEFORE the form was even submitted. For example, if someone completed a form at 12:50, it shows that an email was sent at 12:42. I’m not sure how that is possible. I am certain that is the case because there were no other submissions for that form anywhere close to that time.
    Also, the forms that were submitted on the 19th or 20th that came through on the 23rd so show up in the log for that time. That does not explain why they have gotten stuck for several days, but does confirm that the problem was not with our servers.
    This does narrow down the source of the issue, although does not provide an explanation for why this happened.
    If we notice any other erratic behavior I will consult this log first and then contact you if there are any discrepancies.
    Can you please explain why, although it does appear that emails were not sent, you say that you did not see any bounces on your end? I am referring to an email you send prior to this one (Jennie and Grant I forwarded this to you a short while ago). I am assuming that if an email never even got triggered that it would not show up as a bounce, but just wanted to confirm that was correct thinking on my part.
    Thank you again for helping us troubleshoot this issue.
    Mark Hannah
    p.s. I have attached the same screenshot I referenced in the past that is actually the submission report spreadsheet for one form with an additional field I added explaining when (or if) the emails were actually received. This is what I used to compare with the log.
    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 Ben on September 29, 2014 at 11:08 AM

    Hi Mark,

    Also, some of the ones that, according to the submission report, that were sent at a certain time and arrived on time shows up in the email log BEFORE the form was even submitted. For example, if someone completed a form at 12:50, it shows that an email was sent at 12:42. I’m not sure how that is possible.

    This does seem a bit confusing, but it might be the difference in time on the actual servers - on one that sent the email and on the one that got the message about it being sent, which is shown like this.

    Can you please explain why, although it does appear that emails were not sent, you say that you did not see any bounces on your end?

    We check emails for bounces. What this means is that if we send an email and the email was not properly entered we will get a notification of it (bounce) stating that. Since the emails did not bounce back (as a failed delivery) our system did not pick up anything strange happening.

    If we look from the server perspective, the server knows that the package was sent and as it did not get back any notification that the package did not get to the right address, the package was looked as sent and delivered.

    This is the best and preferred way for us to see if the email entered was not valid.

    As my colleague Mike_T above mentioned, we have checked if the emails were getting sent as well (not only bounces)

    However, I have checked our mail logs for your form #22536183490959, and I was not able to find some sending confirmations.

    From what I can see it seem to me that this was an issue caused by our main email system failure, which is not active any more, but do correct me if I am wrong about this.

    In case a new issues such as this present itself please contact us as soon as possible and we will take a look at it, for now there does not seem to be this issue present - again correct me if I am wrong and we will contact our developers again.

    Best Regards,
    Ben

  • Profile Image

    Answered by floydpr on September 30, 2014 at 12:21 PM
    Unfortunately, we still seem to be having these issues. And they are still sporadic.
    I have tested this with three different forms. Some have a group of people as recipients, others have only one recipient. Some of these are embedded with iframe code (using the secure url only) in our intranet, some are linked directly to the url for the form and one of those is a secure link and the other is a non-secure link. But the only thing I can find in common is that they all have had problems between the 26th and today. I am comparing the submission report to the email log and also to what the recipients are actually getting. There does not appear to be a link between the time of day and the issue happening.
    Her are the links to the forms I tested in case you wanted to do your own research:
    Omnicell form link: http://form.jotformpro.com/form/21145449676965
    Synapse mistake form link: http://form.jotformpro.com/form/22536183490959
    Healthy walk form: https://secure.jotformpro.com/form/42685024136957
    One of the forms, the synapse display form, did display some unusual behavior that I am having a hard time understating. This form has two separate notifications – one with a group of people and one with only one person ( I did this per your suggestion recently). The log shows that the submission at 11:02 on 9/29 was sent to the single person ( btrott@floyd.org), but not the group. However, a member in the group notification says she did receive it. I cannot confirm whether the individual (btrott) actually received an email because he is out of the office. But this still baffles me why one member of the group says she received an email when the log clearly shows she should not have at any point close to the time it was submitted.
    The only other thing I can think of is that perhaps, since we have a lot of forms and two forms in particular receive a lot of submissions that perhaps we are clogging up the system at times.
    Hopefully all this data might help you to help us develop a solution soon as several of these forms are critical to patient care at our hospital.
    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 Ben on September 30, 2014 at 01:45 PM

    Hi Mark.

    I have contacted our developers once again and they will take a look at the issue with these new details you have provided. Thank you for letting us know about it. I am sorry however that you are experiencing this.

    I hope that you do not mind me asking, but did your IT sector allow our IPs and emails?

    Whitelisting JotMails IP Addresses

    This is just a though of what might help while our developers are looking into this.

    Best Regards,
    Ben

  • Profile Image
    JotForm Support

    Answered by liyam on September 30, 2014 at 09:21 PM

    Hello Mark,

    There sometimes when it appears that the email has been sent from our end and we don't get any bounce back reports, there are only two possible results:

    1. It landed in spam folder of the recipient
    2. It landed on the recipients inbox

    And in the thought of landing in spam, there are more possible situations:

    1. The email may have been marked as spam from the email service provider's level (web mail)
    2. The email may have been marked as spam by the recipient's email client program such as MS Outlook, Mozilla Thunderbird, Eudora, AOL, etc.

    If you're using or your colleagues are using email client programs such as those mentioned above, checked the spam folder and could not find the email there, there is high possibility that the email may have been marked as spam on the email service provider level.  So you will need to log-in via web mail and check the spam folder there.

    The reason for this is that when the email has been marked as spam by the email service provider's filters, it usually does not get allowed to be downloaded by the recipient's email client. So this appears that you did not receive any email at all.

    As I understand, there are some emails that are sent to a group of people and that some received the email and some did not. This means that we have successfully sent the email but each filter acts different from one another.  This is why some of your recipients got the email while others didn't.  If one did not receive an email, then please do check the spam folder from both the email client and the web mail.

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

    Thanks.

  • Profile Image

    Answered by floydpr on October 02, 2014 at 09:31 AM
    I have checked and these are not going to a spam folder.
    Also, as I wrote before, I have checked your email logs for our forms and the ones that are not received on our end are not showing up in the log, so that tells me that they never got sent in the first place, and therefore could not be blocked, bounced or landed in the junk mail folder. Does this provide any clue to you all, or is there a reason that a form that clearly shows in the submission report would not show up in the email log (other than the fact that it was not sent)?
    Also, I received an autorespondent email that I sent as a test on 9/25 last night at 7:40 p.m. This morning a co-worker that is helping me test a form told me that all 17 of the missing emails she did not receive for a form during the past week came through at the exact same time last night – 7:40 p.m.. Then, another co-worker came to me to tell me 20 missing form submission emails all came through at the same time last night - . This was not ALL the form submissions, just the “missing” ones. But it gets even stranger. Those emails they say they received at 7:40 do not ALL show up in the log. Only some of them and some of them were submitted days ago. Not sure why they were all not showing up in log though. The one where I received an autorespondent never sent a notification. I noticed that the other day on a different form when I checked the log. Sometimes both were sent and sometimes they were not according to the log.
    I think I can safely assume that emails that come through “late” have nothing to do with spam or even whitelisting your servers, correct? We have, by the way, whitelisted all your servers.
    Why is this behaving so sporadically? Why are some emails sent, some are not and some are late? Also, did ANYTHING happen around 7:40 p.m. EST on your end that would have caused these emails to become “unstuck”?
    is there NO other client that is having these problems?
    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 floydpr on October 02, 2014 at 11:51 AM
    I am wondering if the problem has anything to do with secure versus non-secure urls that we are using when we embed or link to a form. Recently we have had to create a link to a form on a webpage rather than embed it and all those times we have linked to the form it has been a non-secure link. However, all the forms that we have embedded into webpages we recently had to change to make secure. All the non-secure links do not seem to have a problem, but the ones we have had problems with are all secure.
    So, the problem is either with the secure url ( which is also in the iframe code) or in the fact that we are using iframe code to embed a form. Before two months ago when we wanted to place a form on our intranet we would drop the embed code in. But we recently switched to a enw system and had to use iframe code and also had to make sure we were using the secure url.
    Does this information help?
    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 Ben on October 02, 2014 at 12:15 PM

    Hi Mark,

    Every information helps.

    Thing is that from our side things look OK and we did not see others complaining about the same issue, which means that it is a bit tricky to get what might be the cause.

    Now you have mentioned that you switched to a new system. Can you tell us what kind of a system - it might help our developers understand more.

    From what I understood all the issues came from these signed URL and not the unsecured form links and based on that I would just like to ask if your intranet is using self-signed certificates?

    Now to try and find a possible solution, do you have your own SMTP server?

    If so you could try using it for now How to Setup SMTP for a Form? What do you think of that option?

    If you do start using SMTP server, do let us know if your emails are arriving properly or if there is still an issue.

    Best Regards,
    Ben

  • Profile Image
    JotForm Support

    Answered by liyam on October 09, 2014 at 05:07 AM

    Hello Mark,

    Just following up on this case.  If in case that the recipient has not received the email, checked the spam folder on both email client and web mail and not found there, The best and last solution that I can recommend is to please contact your email service provider and check with them for those missing emails. 

    Please do keep us posted on this.

    Thanks.

  • Profile Image

    Answered by floydpr on October 09, 2014 at 12:21 PM
    I was actually just going to follow up with you. We are still having issues so I provided all form owners with links to submission reports that they can check periodically to make sure they do not miss anything.
    We also plan to try the SMTP server solution and test that. I assume that will bypass your email log so we will not see forms that we set up that way on the log any more, correct?
    I’ll keep you posted.
    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 Ben on October 09, 2014 at 01:55 PM

    Hi Mark,

    I am sorry to hear that you are still experiencing these issues.

    Yes, those should not end up in our logs. You can take a look here on how to Setup SMTP for a Form.

    If you have any issues setting it up, please open a new thread and we will help you in setting it up.

    Best Regards,
    Ben

  • Profile Image
    JotForm Support

    Answered by liyam on October 12, 2014 at 04:41 AM

    Hello again floydpr, 

    I just tried to review again your form and found out that you still have not created a new email notification. Please create a new email notification and make it a duplicate of the original, then place your other recipients there.

    You have 15 recipients in one notification which is why some of your recipients are not receiving the alerts.  Currently, we're only allowing 5 per email notification so you will need to have 3 clones of the notifications and spread the recipients there 5 email address recipients per notification.

    Please let us know if you have further questions on this matter.

    Thanks.

  • Profile Image

    Answered by floydpr on October 14, 2014 at 04:41 PM
    Are you referring to this form? : http://form.jotformpro.com/form/22536183490959
    If so, I actually did create a new notification a while back and only put one person’s name on it per your suggestion (btrott@floyd.org). I will break up the large notification into three, but I have many forms that have only one person in the notification and they are still having issues.
    Are you all ABSOLUTELY certain that changing these all to secure forms and putting them in an iFrame on the page (or linking to them) is not the issue? That is the only change I made recently to the forms on our site. Unfortunately is was at about the same time you were having issues with your email clients aso it seems hard to say for certain if that is the issue. It appears NON-secure forms that I am using do not seem to have the same problem, but I want to make absolutely certain that is the issue before I make any changes, so I am going to do more extensive testing.
    I am also about the test the SMTP solution you sent me a while back on a form to see if that makes any difference.
    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 floydpr on October 14, 2014 at 05:01 PM
    I just checked with a co-worker who was having problems with her form ( one of the ones in my test group) to see if she was having issues and her response is below.
    The issue she describes below is for this form (sending secure link in case this is different. Right now it is embedded on our site in an iframe): https://secure.jotformpro.com/form/21145449676965
    I don’t understand how what she said happened, as I did not change the sender email and she has no access to change that. Did you all change anything with the notification? I just checked the form and the sender email is still “ noreply@jotform.com.” I am very confused.
    From my co-worker:
    Mine are coming now but the “sender” now has the name for whom access is requested instead of “jotform” like before. I have a rule based on the sender name of “Jotform” which doesn’t work now.
    It automatically flagged each request for follow up… cleans up my inbox but still visible and sends reminders, etc. if not “completed”. Now it doesn’t work. At least we get the emails though… that’s something.
    Then and Now examples below:
    Then:
    [Description: cid:image007.png@01CFE7CF.3A138CC0]
    Now:
    [Description: cid:image008.png@01CFE7CF.3A138CC0]

    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]
    ...
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    Answered by Ben on October 14, 2014 at 06:11 PM

    Hi Mark,

    This is a bit confusing so I have moved it to another thread to separate it from the previous issues and then we can take a look at what might be happening.

    You can find this new thread here: http://www.jotform.com/answers/443107

    I would like to ask you to leave all future replies that are connected to that on that thread in order to keep the entire issue and suggested workarounds in one place.

    Thank you :)

    Best Regards,
    Ben