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JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7.

We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.


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    Long delay on form submissions, plus hidden box issue

    Asked by orymca on August 28, 2015 at 10:03 AM

    Hey support,

    Yesterday we encountered a super long delay on a form submission. The form, which is attached, was submitted around 4:20 CST and was seen in our Jotform account at that time, but the Jotform submission time logs it at 5:18. We did not receive email notification until 10:15.

    What could have caused this delay?

    Also, you'll notice that the hidden box we use to capture browser information does not actually capture the browser. Any chance you know how I can fix that?

    Screenshot
    Submissions hidden hidden box delay
  • Profile Image
    JotForm Support

    Answered by david on August 28, 2015 at 12:48 PM

    Hi,

    Some browsers, depending on settings, will not report the full browser settings.  There is no way we can force this.

    As for the email notification and the delay, we send out our monthly news letter to our entire user base yesterday.  This did cause some delay for notification emails.  Though 5 hours does seem rather extreme. 

    I sent several submissions through a clone of your form and my notifications are coming through almost instantly.  If they are still coming through slowly on your end, let us know and we will be happy to take another look.

  • Profile Image

    Answered by orymca on August 28, 2015 at 12:52 PM

    Thanks for getting back to me. 

    We have experienced another delay. This time, one recipient got an email notification right away while another didn't (yet). Could this be a related issue?

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    JotForm Support

    Answered by david on August 28, 2015 at 02:00 PM

    It could be related or there simply could have been a delay somewhere along the line passing the notification.  Notifications should be working quickly at this point so it sounds like it might have been a delay in receiving rather than sending.

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    Answered by orymca on September 10, 2015 at 04:31 PM

    We are experiencing this issue again. We have had five submissions today that we know about that have been submitted to Jotform that have yet to be emailed to the designated recipients. The earliest one was submitted at 11:20 CST today. Do you know of anything that could be causing delays?

    Thanks!

  • Profile Image
    JotForm Support

    Answered by david on September 10, 2015 at 05:49 PM

    We are experiencing some issue with email notifications currently.  More specifically with custom sender emails.  I checked our mail logs for one of your addresses and it looks like you are using a custom sender for some of your notifications:

    Our developers are working in the current issue with email notifications and custom sender email addresses. To quickly resolve this please change the Email Sender to noreply@jotform OR noreply@formresponse.com Or apply this other method:

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

    Thank you for yor patience, we expect to have this resolved soon