e-mail notifications stopped working

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    Asked on August 25, 2015 at 05:20 PM

    The e-mail notifications on all of my CIF forms stopped working today

    The Thank you autoresponder still works


    The e-mail notifications are controlled by a field called e-mail to

    The e-mail to field is set to update based on other form selections


    So, for example, If Field A is Empty, Insert CH into the e-mail to field




    If E-mail To Field Equals CH, e-mail to XXX@xxx.com


    This was working until yesterday


    I tested things after I was alerted to the lack of submission e-mails and saw that even though the e-mail to field was populating correctly it was for some reason being wiped out when the submit button is clicked


    Please let me know what happened to cause this condition to no longer function correctly


    I need these forms and the conditions involved to work consistently. I can't use forms where thing randomly break for no known reason.


    I have had conditions, dropbox integration, etc stop working for seemingly no reason. Please help get to the bottom of this issue and resolve it



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    Answered on August 25, 2015 at 09:41 PM

    We are truly sorry to hear for the troubles you are having. Have you tried with changing the sender address and whitelisting our IPs, as our colleague has suggested in the following thread?


    Apart from that, I would also advise you to try changing your setting for clearing values on hidden fields. Right now, your form is set to clear hidden fields on Submit.

    Please go to Setup & Embed > Preferences > Advanced Settings, and change Clear Hidden Field Values to Don't Clear.

    This should prevent your hidden fields from being cleared. Please let us know how it goes.

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    Answered on August 26, 2015 at 02:07 PM

    E-mail to is not a hidden field. It is part of a collapsed section of the form, but it is not set up to be hidden. Is there a similar setting for collapsed fields?

    The same people who aren't receiving the submission alert are receiving the thank you e-mails so I don't think a blocked e-mail is the issue either. 

    As I said, the data in the e-mail to field is simply being wiped out so the e-mail is never being sent in the first place. 

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    Answered on August 26, 2015 at 04:01 PM

    The approvals section is hidden by the approval passcode section.  With the "Don't Clear" option enabled, nothing appear to be cleared prior to editing the submission.  The conditional emails appear to be working based on what is conditionally entered in the email field.

    When editing the submission, everything seemed to be retained.  The proper notifications are sent when the edit is saved.  I am unable to replicate the data being cleared from the form collapse email field when submitting.

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    Answered on August 27, 2015 at 10:07 AM

    Again, this doesn't address how something that was working properly for days suddenly stopped working at all. Please explain why things that are working stop working without any changes being made. 

    As of today, the e-mail routing is still not working properly

    I need to know I can reply on this without having to test the form every few hours to see if there has been an unexpected failure. 

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    Answered on August 27, 2015 at 11:01 AM

    The thing most likely breaking the conditions is the intermediate step of basing the emails off the updated email field, rather than the radio button fields.  After updating the conditional emails to be directly related to the approval fields, rather than the updated email field, I was able to get them working consistently.

    There may be something in way the conditional update is being read in the edit's that was causing issues.

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    Answered on August 27, 2015 at 11:16 AM

    If you wouldn't mind creating a new thread and letting us know the form you are working on, we will be happy to take a look.

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    Answered on September 04, 2015 at 09:50 AM

    Sure, I'll create a new thread for a specific form

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    Answered on September 04, 2015 at 11:44 AM

    @Impacct My previous post was directed at another user that posted under this thread.  Their post didn't show up here bit it did in our logs.  If you do have another form you need assistance with, let us know and we will be happy to help.