emails from jotform not being received at our email servers

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    cmsatetsu
    Asked on November 25, 2015 at 11:12 AM

    Hey,

    Our University Uses Jotform.  We have many forms with autoresponders.  I was updating one of our forms yesterday which sends an email to the address entered by the user on the form. I noticed that when testing, I did not receive the autoresponse email.  After some testing, it seems that when the email is one of our university addresses (@etsu.edu) the autoresponse mail is not reaching our email servers.

     

    I had our system administrator check the "gateway" to our email to see if the email was arriving on campus.  3 out of the 4 emails via form submissions I tested yesterday and today failed to reach etsu.edu.  1 did reach campus about 10 minutes after form submission. Every form submission sent to my off-campus account comes through right away.

     I had another user test the form, she submitted 3 times with her etsu address and 1 time with an off campus address.  Non of emails with the etsu address reached our campus.  The off-campus address worked fine.

    I also tried the "test" email from within jotform, which sends to a different etsu.edu address.  None of those test emails arrived on campus for delivery.

    Any help you can provide is greatly appreciated!  If you need more specific information, please let me know.

     

    thanks!

    ETSU Web Team

    Michaele Laws

  • Profile Image
    BJoanna
    Answered on November 25, 2015 at 02:19 PM

    I have checked Autoresponder setting of form you provided and I saw that in your second Autoresponder you did not set Sender email.

    I would suggest you to set Sender email to noreply@jotform.com in both Autoresponders. 

    I have also checked submissions of mentioned form and there are 9 submissions. I have checked email addresses that should received Autoresponder and I found 2 failed submissions. Other submissions were sent successfully.

    Also email addresses that I checked are not in bounce list. 

    To avoid it happening in future I would suggest checking this guide: http://www.jotform.com/help/145-whitelisting-jotmails-ip-addresses 

    Hope this will help. Let us know if you need further assistance.