My email alerts are no longer working and are currently broken?

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    jumpman23
    Asked on February 03, 2012 at 09:51 PM

    I noticed today that I'm no longer getting notifications and auto responses from any of my forms.  I completely rely on this feature to alert me of an incoming order request through a submitted form.  Luckily, one of my customers sent me a separate email to alert me of their submitted order otherwise I would have completely missed their order request.  The submissions are showing up in my Jotform account however I'm not getting them as emails.  I never made any changes to my forms and after running a "sample test" to force an autoresponse or email notification with a blank form, I'm able to receive via email with no issue. However, when I run a formal test by filling out a form and submitting it formally, I do not get an autoresponse email nor an email notification.

    Also, I noticed that the phone number field no longer allows dashes but just numeric characters only?  I find it a bit hard to read a string of numbers that make up a phone number without any symbols that divide the area code, prefix, and suffix.

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    liyam
    Answered on February 03, 2012 at 10:47 PM

    Have you checked your spam folder if your email notifications landed there?  So far I have checked the email logs and it turns out that the email notices to your address br*****@the*************.com are being sent properly. 

    If you are using an email client software such as Eudora, MS Outlook, etc, please try to login to your email account via webmail (browser) and check your spam folder there. 

    Explanation: When an email address receives emails, it lands to the email service provider's server first.  The email client software then downloads these emails from the inbox on the server.  But if the email goes somewhere else aside from the inbox, the email client software disregards it.

    On the case of your phone number issue, I recommend for you to create another topic for this next time.  But for now, to answer this; this is because you are using a regular text box and is set to ask numeric data only.  You can remove the numbers validation in your textbox to be able to let other characters such as dashes to be entered.

    Please keep us posted with the issue on your email alerts concern.

    Thanks.

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    jumpman23
    Answered on February 04, 2012 at 11:49 PM

    Thanks Liyam.  I believe it's an issue with my web hosting company's server that's blocking or filtering these emails from coming through to my inbox.  For testing purposes, I changed out the "receive" notification email address to a personal online email and I'm able to receive both form submission emails and notification emails without issue.

    Although, in regards to my webhosting company's email, I checked my junk filter and nothing seems to appear there.  I also find it strange that when I run the quick test in my jotform account to test and force a generic form to be emailed to the email address I'm having issues with, it seems to go through okay.  Before I call them, do you know if I should give them a specific jotform ip address that might help with identifying emails being filtered from specific servers?

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    jumpman23
    Answered on February 05, 2012 at 12:11 AM

    I just called my webhost and they actually need jotform's email server ip address for them to look into this further.  They also mentioned that if it's being blocked, a bounce back message is sent back to the sender. They're assuming jotform's ip is being blocked due to a spammer possibly hijacking the ip.  They also mentioned if you can cycle through the ip (if it's not static), this may resolve the issue as well.   Please let me know.  Thank you. 

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    mliz
    Answered on February 05, 2012 at 07:01 AM

    These are the IP we use to send out the emails, the first four are the dedicated IP address of JotForm and the last is from another mail server we use running on another data center.

    174.34.57.214
    174.34.57.216
    174.34.57.218
    174.34.57.219
    208.117.50.251

  • Profile Image
    jumpman23
    Answered on February 05, 2012 at 04:51 PM

    After passing on these ip's to my webhosting company, they concluded that the emails are not going through due to improper or lack of authentication of the incoming email.  Therefore, it's being rejected. Do you know if you guys recently reconfigured your servers?  Or, can you check if the emails are offering proper authentication when they're sent out?  The jotform ips are not on any of their spam lists but more of an authenticaton issue that can be addressed on jotform's end.   Please let me know.  Thank you...

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    kmccommon
    Answered on February 05, 2012 at 05:08 PM

    I'm not getting email notifications either.  This began happening about 1 week ago.  I've missed 5 client reservations because of this problem.  I logged into my Jotform account and changed the email address for the email notifications to go to...and this didn't help the situation.

     

    HELPPPPPP!

  • Profile Image
    fxr
    Answered on February 05, 2012 at 05:13 PM

    @jumpman23

    I am not exactly sure what your webhosting company is refering to as 'improper or lack of authentication of the incoming email', but i feel there is a high likelihood it could related to using JotForms email domain to send emails on the behalf of another email domain. 

    The way to fix that is to use noreply@jotform.com as the Sender Email of your email notifications, are you able to test that out ?

     

    @kmccommon, please open a new thread detailing the form(s) affected and we will be more than happy to have a look into your issue. 

     

    Thanks. 

  • Profile Image
    jumpman23
    Answered on February 05, 2012 at 06:11 PM

    It's working now after changing the sender email to noreply@jotform.com.  The only downside or inconvenience for me is that when I want to reply back to the actual sender instantly with the attached form, I now have to find the actual sender's email in the form and then copy/paste it into the reply box of the email.

    The previous settings worked flawlessly until last week and obviously something was reconfigured or changed to prevent the actual sender's email to be used where jotform is sending it in their behalf.

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    fxr
    Answered on February 05, 2012 at 06:20 PM

    Or something was changed on your email service providers spam filters. 

    I would ask them if its possible, to accept all emails from our email IP addresses. 

    Explain to them the exact situation, which is:

    Mails being sent from the jotform.com domain (i.e our mail servers) with a from address of joe@bloggs.com are not getting through to your inbox, but mails with a from address of noreply@jotform.com are.

     

    Please let us know what they say. 

     

     

     

  • Profile Image
    jumpman23
    Answered on February 06, 2012 at 04:47 PM

    The second tier tech support reiterated that it's not a spam issue but an authentication issue.  When email is received from jotform.com, there's no reverse dns record tied to the ip address.  Therefore, their server is rejecting it.  Is this something that can be resolved on your end by including the reverse dns record when emails are sent out?

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    fxr
    Answered on February 06, 2012 at 05:06 PM

    Its unfeasible for us to provide reverse DNS lookups for every possible domain that your form email addresses could come from. 

    Ultimately, your email service provider is accepting our emails and their filters are not putting them into your inbox. 

    Honestly, I feel, its an issue your tech support has to take responsibility for, failing that using noreply@jotform.com as the sender of your notification emails is the only solution open to you. 

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    Steven.Murray
    Answered on February 06, 2012 at 05:31 PM

    I think jot form is letting us down, its happening to me as well and it is the https forms. how come if we put http the jotform emails arrive regardless of senders but if we put https they dont. Ive been using your forms for nearly 2 years.

     https://www.jotform.com/form/1452224543  no auto respone and no alerts by email

    http://www.jotform.com/form/1452224543   receive auto response and alerts by email

    so all arive to jotform but only one gets sent by email started alst three days on all forms.

    I have added the ip address to my whitelist makes no difference. Test emails work on the jotform site but the secure forms don't work. This is a new issue please take it up and investigate. 

     

     

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    Mike_T
    Answered on February 06, 2012 at 06:19 PM

     @jumpman23, @kmccommon, @Steven, We are very sorry for the inconveniences caused.

    Please provide us with the affected email addresses, then we will forward this issue to our Next Level Technicians to proceed with the further investigation in this matter.

    Thank you for cooperation in this matter.

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    Mike_T
    Answered on February 06, 2012 at 06:40 PM

    @Steven, Thank you for provided form ID. I have created a ticket to our Next Level Technicians.

    We will keep this thread updated on the progress.

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    fxr
    Answered on February 06, 2012 at 06:42 PM

    @Steven.Murray , please keep your issue to its own thread. 

    It becomes very difficult for us to track any specific issue if you post the same issue on threads in which we are already dealing with other customers issues. 

    Thankyou.

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    Steven.Murray
    Answered on February 06, 2012 at 07:00 PM
    New response receivedwork@sminsurance.com.au
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    Mike_T
    Answered on February 06, 2012 at 07:16 PM

    @Steven, we will keep you updated through your original thread:

    http://www.jotform.com/answers/73171-Email-alerts-and-Auto-Respodner