Not receiving email notifications

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    thefutureschannel
    Asked on October 13, 2011 at 04:56 PM

    Hi,

    A few days ago, I noticed that I stopped receiving the email notifications for this form: http://www.jotform.com/?formID=2143445261  and it lives on this web page: http://www.thefutureschannel.com/defined_stem.php

    I checked your forum to see if others were having this problem and it looks like you've suggested checking junk/spam folders and if not that then check with our hosting company to see if emails are getting held up.  So, I did this and my tech support didn't see any held up emails just rejected ones email@jotform.com.  When he looked into this a little further, he found that your domain keys are invalid and rejecting your own email address.  He said the solution was to have you check your SPF records and make sure email@jotforms.com (and any other related email addresses for that matter) are included.   There seems to be a broken domain record on your end.  Did you change your system recently?

    Please take a look and let me know that this is fixed. 

    Thanks,

    Jenna

  • Profile Image
    NeilVicente
    Answered on October 13, 2011 at 05:06 PM

    Hi Jenna,

    Have you asked your hosting support department to add our new mail servers' ip addresses on their whitelist? If not, please do add the following:

    174.34.57.214
    174.34.57.216
    174.34.57.218
    174.34.57.219
    208.117.50.251

    Let us know if it still does not help so I can escalate your issue to our developers. I'll be looking forward to your feedback. Thanks!

  • Profile Image
    thefutureschannel
    Answered on October 13, 2011 at 05:27 PM

    Hi, thanks for the quick response.

    I added these ip's to our whitelist but I still don't receive any notifications UNLESS I turn off the "verify incoming mail" within my Domain Key spam protection.  This isn't a solution though as I'll get deluged with spam.

    It may need some further inspection on your end.

    Thanks,

    Jenna

  • Profile Image
    NeilVicente
    Answered on October 13, 2011 at 05:36 PM

    Thank you for all these information. I think I may have figured out what's causing your issue, although I could still be wrong.

    Since you are using DomainKeys spam protection for your e-mail, the email alerts coming from your form are rejected because the Sender Name and Email for the notification comes from the form user's entered values and will never match the actual address from which these emails are sent (our mail servers).

    Try changing the Sender Name and Sender E-mail to JotForm and noreply@jotform.com, respectively. Kindly inform us if it helps in any way.

  • Profile Image
    thefutureschannel
    Answered on October 13, 2011 at 05:43 PM

    That seems to have worked but is there a way to make the "reply to" email not jotform but the person submitting the form?  I need to be able to reply to them and cut and pasting their emails will take forever.  It didn't used to be this way.  What changed?

    Thanks,

    Jenna

  • Profile Image
    NeilVicente
    Answered on October 13, 2011 at 05:50 PM

    As far as I know, there have been no changes made on our servers that could have incurred this issue. I may be overthinking here, but I believe your spam protection settings might have been modified.

    If there is any way to somehow add an exception to your spam protection filter then making the "reply to" email be that of the form submitter's can be possible. Perhaps, the ip addresses I provided on my initial response can be added as an exception. Would you mind asking your hosting's support department for this information?