Email Notification Issue

  • Profile Image
    tmi
    Asked on February 02, 2012 at 12:47 AM

    Team,

     

    I am raising this again. I had seen Aiytekin's response to lost dogs to restrict number of emails in a form to 10. Our OB tracker, Key Applicant and Daily Activity (DAR) forms have less than 10 emails configured. Still mail delivery issues continues. It is intermittent and does not seem to follow any particular pattern in failure.

     

    I have pasted preceding history of discussions below for greater clarity. Please investigate.

    Rajesh (TMI)

     

     

     

    First raised by me on Jan-21-2012:             http://www.jotform.com/answers/69565-Notifications-are-not-being-sent-received-

    Answered by fxr: “Tested and Working Well”

     

    Raised again on lostdog’s thread on January 30-2012 on http://www.jotform.com/answers/71510-not-receiving-e-mail-notifications

    Answered by tmi on January 30, 2012

    Team Please note.The email notification issue continues unabated! Sample issues listed below. You may access the submissions to verify.  

    Form Name: e2E OB Call Tracker 

    Notifications Not Recieved for the day: Between OB-5663 to OB-5673 , OB-5651 to OB-5655 

    Form Name: Key Applicant Verson 3.0 

    Notifications Not Recieved: KAR V3-4600-01, KAR V3-4589-90, KAR V3-4579-85, KAR V3-4572-74, KAR V3-4562- 66 

    We have

    white listed your IPs by our ISP and confirmed the same in writing:  IPs white listed: 174.34.57.214, 174.34.57.216, 174.34.57.218, 174.34.57.219, 208.117.50.251

    We use Trend Micro SPAM firewall: No submissions stuck there

    The problem wont go away. You guys have to now serious start looking at what the issue is. I repeat, this is not a client side issue.”

    Answered by fxr:

    Answered by fxr on January 30, 2012

    tmi, 

    Please open a new thread detailing your issue.

    These issues may seem related to you, but it is much easier for us to give our customers proper support if they open a seperate thread for their own issue.

    We will then have a look at your problem and get it routed / escalated to someone on the JotForm team who is in a position to properly deal with your problem. 

    Thanks.”

     

     

     

  • Profile Image
    fxr
    Answered on February 02, 2012 at 04:39 AM

    Hello Rajesh,

    thanks for opening a new thread; it really does help us focus on your particular issue and dedicate proper resources to it. 

    I am going go through these notification emails that you didn't receive to see if we can find some kind of commonality amongst them.

    May I just ask, do you know the exact date when you had our mail server IP addresses whitelisted?

  • Profile Image
    fxr
    Answered on February 02, 2012 at 04:59 AM

    Also:

    1. Is it the notification emails that are going missing or the autoresponders?

    2. Did you make any recent changes to the form e.g Sender Email of your notifications/autorespnders since the dates you have reported these email failures on e2E OB Call Tracker  & Key Applicant Verson 3.0  ?

  • Profile Image
    tmi
    Answered on February 02, 2012 at 11:34 AM
    Hi FXR,

    1. The IPs were white listed on before 23 January 2012 13:49. The issues reported to you recently happened after the service providers confirmation in writing (Sify corp)
    2. No changes in email id’s or sender names have been brought about recently
    3. The issue seems to be affecting both (auto responder and notifications) randomly. Until December 2011 atleast the default mail repository e2emails@tmie2e.com used to get all emails. Hence, where notifications failed, we used to manage by retrieving from this mailbox. Now, it sometimes fails in e2emails@tmie2e.com sometimes to the respondent id and at times to both!

    Cannot make any sense out of what is going on. You may look into some changes you may have brought to some mail based web-service in the last one month or so.

    Thanks and regards
    Rajesh Kumar


  • Profile Image
    fxr
    Answered on February 02, 2012 at 05:17 PM

    Hello Rajesh, 

    I have spent some considerable time checking through your submissions and trawling through our email logs to in an attempt to break this issue down. I have submitted a detailed report to our developers to see if they can provide some kind of explanation as regards what has happened these emails or perhaps offer some advice to help prevent this type of issue recurring again in the future. 

  • Profile Image
    tmi
    Answered on February 03, 2012 at 06:54 AM
    Hi Fxr,

    Latest Status is as given below:

    As of yesterday below are the details not received mails after updating jotforms.
    Form Names
    From
    To
    No of Missed out Mails
    TMI e2E Key Applicant details-Beta V.3
    KAR V3-4697
    KAR V3-4701
    5
    TMI e2E Key Applicant details-Beta V.3
    KAR V3-4691
    KAR V3-4691
    1
    e2E OB Call Tracker
    OB-6151
    OB-6155
    5
    e2E OB Call Tracker
    OB-6140
    OB-6141
    2
    e2E OB Call Tracker
    OB-6137
    OB-6138
    2
    e2E OB Call Tracker
    OB-6122
    OB-6123
    2
    e2E OB Call Tracker
    OB-6110
    OB-6117
    8
    e2E OB Call Tracker
    OB-6084
    OB-6092
    9
    e2E OB Call Tracker
    OB-6066
    OB-6069
    4
    e2E OB Call Tracker
    OB-6024
    OB-6049
    26
    KAR is having 8 mails alerts whereas OB calls tracker is having only 3 alerts.
    Hope you guys can work some magic.

    Thanks and regards
    Rajesh Kumar

  • Profile Image
    fxr
    Answered on February 04, 2012 at 12:53 PM

    I have updated my report with this new info. 

    Thanks. 

  • Profile Image
    eee
    Answered on February 08, 2012 at 07:10 AM

    Hi,

    I have investigated your issue and found out that your email address is blocked because of bounces on our secure-email provider.

    I have removed "e2em**ls@t*ie2e.com" from the bounce list and added white-list to prevent future problems.

    Kindest Regards,

    Ertugrul.

  • Profile Image
    tmi
    Answered on February 14, 2012 at 05:57 AM
    Jotform,
    The problem is not solved. Do check if there is any other issue. The emailers that should have come to e2emails@tmie2e.com but did not come in (55 numbers), are listed below:
    From
    To
    No. of missed KARs
    KAR V3-4780
    KAR V3-4781
    2
    KAR V3-4785
    KAR V3-4786
    2
    KAR V3-4804
    KAR V3-4808
    8
    KAR V3-4815
    KAR V3-4827
    24
    KAR V3-4845
    KAR V3-4848
    6
    KAR V3-4850
    KAR V3-4855
    10
    KAR V3-4861

    1
    KAR V3-4869

    1
    KAR V3-4875

    1
    Total KARs Missed
    55
    Regards:
    Santosh.K
  • Profile Image
    eee
    Answered on February 14, 2012 at 06:22 AM

    Hi,

    Your email address was again in the bounce list, then automatically removed at midnight.

    Kindest Regards,

    Ertugrul.

  • Profile Image
    tmi
    Answered on February 15, 2012 at 04:50 AM
    Ertugrul,

    Could you please send us a copy of the typical bounce message. This is very critical for us to find out if there is something we need to do. There is absolute business chaos at our side due to this L

    Thanks and regards
    Rajesh Kumar

  • Profile Image
    aytekin
    Answered on February 16, 2012 at 08:49 AM

    We have assigned this to Ertugrul and he will get back to later. Unfortunately, our team is pretty busy with the DNS issues. So, it might take a while before he can back to you regarding this. 

  • Profile Image
    tmi
    Answered on February 19, 2012 at 10:57 PM
    Thanks Ayetkin,

    I am aware of what’s going on and I am with you in the cause. Very hard to imagine how a small fry somewhere low under the system can take a call to bring down a site that has a million users logged in. If this is what US democracy means, it is alarming. Hope things sort out amenably. Remember to move out of US based registrars once this is done.

    My best wishes to your team and their perseverance. We continue to support jotform.

    Rajesh Kumar

  • Profile Image
    eee
    Answered on February 21, 2012 at 04:04 AM

    Hi Rajesh,

    We have disabled our 3rd party email provider that cause lot of problems to our users because of bounces.

    Everything should be fine now,

    Could you please inform me if you're still having problem ?

    Kindest Regards,

    Ertugrul.

  • Profile Image
    tmi
    Answered on February 22, 2012 at 04:39 AM
    Team,
    Does not seems to be resolved. There are 25 notifications missing for yesterday from our for OB calls tracker. Please find the details below.
    From
    To
    Count
    OB-7388
    OB-7389
    2
    OB-7391
    1
    OB-7393
    OB-7394
    2
    OB-7396
    OB-7397
    2
    OB-7399
    OB-7403
    5
    OB-7407
    OB-7408
    2
    OB-7413
    1
    OB-7415
    1
    OB-7417
    1
    OB-7420
    1
    OB-7424
    OB-7426
    3
    OB-7430
    1
    OB-7435
    1
    OB-7438
    1
    OB-7446
    1

    Total
    25
    Regards:
    Rajesh Kumar