Conditions not populating email address in the hidden field correctly

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    Asked on September 18, 2015 at 12:03 PM

    We are having an issue with email notifications being sent on two of our forms.

    We have a condition set up so when a person selects a name from a drop down menu, the email address for that person will populate in a hidden field which is then used for email notifications based on other conditional criteria. 

    5% of the time when names are selected, the email addresses are not populating so email notifications are not being sent which is disrupting our workflow. There does not seem to be any patterns with why this is happening. 

    Is there a bug or something that we should be doing on our end?

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    Answered on September 18, 2015 at 03:42 PM

    I've checked the conditions set to display the email in the hidden fields, and all options in the dropdown are set correctly except for John Reynolds in Topco Quality Assurance Contact. It seems that there is no condition set for this option and hence the email is remaining blank when this option is selected.

    Please check if the issue is happening with any other user so you may check if the user in the bounce list and remove it. Also, you may check the email history log from your account by following the steps provided in the guide below : 

    Hope this information helps. Let us know if you need any further assistance. We will be happy to help.