What is JotForm?
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.


  • Profile Image

    Notifications are not being sent/received.

    Asked by frstrawser on January 20, 2012 at 08:54 AM

    Notifications for this form are not being sent.

    http://form.jotform.com/form/11174351389

    This is causing major issues with my client.

    Page URL:
    http://form.jotform.com/form/11174351389

  • Profile Image

    Answered by fxr on January 20, 2012 at 10:40 AM

    I do see an recent issue with the hotmail email address which is being used in one of the notifications. Its likely been filtered as spam by Hotmail. 

    Hotmails spam filters, in particular, can be agressive as regards what it deems as spam. 

    --

    To give those mails the maximum chance of being delivered we have typically two possible options:

    1. Change the Sender Email of the notification to noreply@jotform.com

     

    2. Have the email service provider white-list our mail server IPs, clearly this is not an option when using a hotmail email address. 

     

    So, please try option 1 and see if you have any better success. I do have to ask does your client not have access to another email address he could use for his email notifications?

  • Profile Image

    Answered by frstrawser on January 21, 2012 at 11:21 AM

    I changed it this morning and also have a second notification in place.  The second one comes to me.  I completed the form and have not received the submission.

  • Profile Image

    Answered by frstrawser on January 21, 2012 at 11:41 AM

    What is a reasonable time in which to receive notifications?  I did a test a couple of minutes ago and have not received it.

  • Profile Image

    Answered by tmi on January 21, 2012 at 11:54 AM

    Team, there does seem to be an issue across various forms regarding mail delivery. This is not an issue of email service providers or spam listing. There are intermittent periods when mail service is failing. This issue has started some two weeks ago as a tickle, now we are facing this problem across various forms. I have checked our isp as well as the server spam blocks. The mails have just not come through! You may cross check our key applicant form as a example. The problem is compounded since the mails forwarded through db does not go out with edit link. A serious inquiry is required.

  • Profile Image

    Answered by frstrawser on January 21, 2012 at 12:03 PM

    Thank you for raising this up... I have a client that could loose business because they are not getting submissions.  Keep me posted.

     

    Oh... by the way I did not get an answer to this question.  Once a form is submitted what is a reasonable to for delivery?

  • Profile Image

    Answered by fxr on January 21, 2012 at 12:28 PM

     

    You email notifications should come through almost instananeously

    @tmi

    The one submission on the 'Key Applicant' , our mail server is reporting the email notification as being accepted for delivery by the email provider:

     

    /tmp/logs/amazonSES.log:[1;36m29-12-2011 06:00:38[1;37m PROFESSIONAL AmazonSES Sent email to bXXXXXXs@tminXXXwork.com - MessageID:00000134897a9244-6131ec48-2280-4ed7-910d-d19bf8546e79-000000/56d37390-320c-11e1-9d1e-b967786f17d8

     

    @frstawser,

    The new email address you have entered as your notification email is also reporting as being accepted for delivery:

     

    /tmp/logs/amazonSES.log:[1;36m21-01-2012 11:17:10[1;37m PREMIUM AmazonSES Sent email to info@whippoorwillXXXXXXX.net - MessageID:00000135010ea04b-2d5b05c3-0d91-4fc7-a8d6-234903bf70a7-000000/5e3cbbfb-444b-11e1-be3d-134c58ede6a7

     

    I have masked off part of the email addresses with XXX's for privacy reasons. 

     

  • Profile Image

    Answered by frstrawser on January 21, 2012 at 01:32 PM

    I have checked their mail server and I see the respoonses from this mornings testing.  But I also have a second notification that goes to my email strawser@XXXXXXXXXXwebdesigns.com but I am not seeing that email.

  • Profile Image

    Answered by frstrawser on January 21, 2012 at 01:37 PM

    Ok... I just ran another test and I got the notification and I see it in the client inbox... thanks for your help.  BTW... what was the issue?

  • Profile Image

    Answered by fxr on January 21, 2012 at 03:44 PM

    To the best of my knowlegde, we didn't change anything. 

    I do think using noreply@jotform.com and not sending to a hotmail address has given those emails a better chance of being delivered. 

    The best way of attacking this problem is to try and have your clients 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

    I understand that paying customers expect our email services to 'just work', but even despite our very best efforts, email delivery, almost by its very nature, cannot be 100% relied upon for various reasons that are totally beyond our control. All we can do is suggest best practice to try to ensure the maximum possible chance of those emails being delivered.

    If a business is reliant on those emails, we can only ask for them to try and meet those suggestions and endeavour to find failsafes should, for whatever reason, these business critical emails not end up where they are supposed to. 



  • Profile Image

    Answered by AllSaints_ATL on January 24, 2012 at 11:07 AM

    We're having this problem with almost all of our forms at the moment as well. I can send a test email from within the form that is received every time, but parishioner emails are not being sent. I will go in and change all of them to use the "noreply@" sending address, but it seems to me there's a larger issue somewhere in your system that has suddenly caused email notifications to stop working reliably.

  • Profile Image

    Answered by fxr on January 24, 2012 at 11:12 AM

    One of the most common ways email providers have of filtering spam, is to check if the sending domain (i.e jotform.com) matches that of 'from' email address. If it doesnt many email providers will dump the emails into spam folders or not even attempt delivering the email at all.