Problem with receiving emails

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    Garret Plunkett
    Asked on October 18, 2011 at 02:57 PM

    I use you form on our site (www.suburbansolutions.com).  We recently discovered that when clients complete the form and submit their data is not coming through to our inbox as it has since we initiated service over a year ago.  I tested it out myself and verified that is it not working.  Your site has been down a lot lately and I'm wondering if it was hacked again.  Not having a number to contact someone directly is unacceptable.  We rely on your service to do conduct our business.  Please help.

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    fxr
    Answered on October 18, 2011 at 04:25 PM

    JotForm is not down. We did have one issue last week with our new data centre providers; it was quickly fixed.

    Now your issue:

    The email address used on that form has been placed on a bounce list by our mail service provider because it was rejecting emails from our mail servers.

    I have forwarded this issue to our developers to ask for that email address to be 'unblocked' and placed on a whitelist of known good addresses. 

     

    JotForm provides its support through this forum, its manned 24/7. Most issues are resolved satisfactorily and quickly. 

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    fxr
    Answered on October 19, 2011 at 04:25 AM

    Garret,

    If at all possible could you change the Sender Email in Email Alerts from 'Email' to 'noreply@jotform.com'

     

    And add noreply@jotform.com to your trusted senders list.

     

    If you really need your notification emails to come from the form users emails address, please have your email provider whitelist the following email server ip addresses:

    174.34.57.214
    174.34.57.216
    174.34.57.218
    174.34.57.219
    208.117.50.251
    thanks for your patience on this matter.
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    gmcardle
    Answered on October 19, 2011 at 06:57 AM

    Jotform has been down a lot lately. I have had to pull forms from my website due to this!

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    aytekin
    Answered on October 19, 2011 at 07:57 AM

    gmcardle: We have an explanation of what happened here:

    http://www.jotform.com/blog/35-About-DDoS-Attack-on-Friday

    Do you still have trouble accessing our site? If you do, it could be a DNS cache issue on your end. We recommend using jotform.net instead of jotform.com in those cases. 

    I have changed the title of this thread since it seems to be causing confusion. There is no downtime and original poster did not mean that. He is having trouble with emails. 

    Also, the original poster said "if it was hacked again". I have to correct that since it implies we were hacked. The DDoS attack did not compromise our security in any way. We have only lost connectivity during the DDoS attack. We have a very good track record on security of our servers and we work very hard to make sure your data is safe and secure. We regularly hire third party security firms to check our systems and we fix any security holes they find. 

    By the way, last week we had another DDoS attack from the same attackers, and we were able to stop it without even causing slowness on our system. Our service continued without any interruptions or slowness. So, what we have done after the attack seem to have worked. The attack only made us stronger. I hope we can gain your trust back and I hope you will continue using JotForm in the future. 

     

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    subsolv
    Answered on October 19, 2011 at 11:10 AM

    Hello-

    I have changed the Sender Email in Email Alerts from 'Email' to 'noreply@jotform.com'.  Tested our form and it's still not working.

    I cannot understand why our email address was working perfectly for quite some time and then all of a sudden placed on a bounce list.  Have your developers "unblocked" my email and got us on the white list yet?  

    Please advise as I'm losing business by the minute.

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    fxr
    Answered on October 19, 2011 at 11:26 AM

    Dealing with subsolv inquiry here : -> http://www.jotform.com/answers/51554-Emails-Still-Not-Working#1