- muhafacilitiesAsked on February 07, 2012 at 02:24 PM
Our forms are still online and look like they work (we are taken to the "thank you" page we set up for a successful submission, but the e-mails are not being sent and as of right now, the form submissions are not even being recorded in our account.
Our forms are on a secure intranet, so you won't be able to see the page since you're external and don't have a log-in to our intranet. The forms are in our account, the one I've been testing today is called "MUHA Facilities - Work Order Request Form", but all of our forms seem to be doing the same thing.
These forms are how our customers submit work order requests for maintenance to us, so to find out that they're not working even though they appear to be is causing much confusion among our staff, and worse...our customers.
- JotForm SupportNeilVicenteAnswered on February 07, 2012 at 03:14 PM
Can you please log on to https//secure.jotform.com and see if the missing submissions are there?
Additionally, configure your email alerts' sender name and email to "JotForm" and "firstname.lastname@example.org", respectively. This is just to test out if the problem is with your mail service provider.
If changing Sender name and email does not help, ask your hosting provider to add these IP addresses to their whitelist:
- muhafacilitiesAnswered on February 07, 2012 at 03:42 PM
Thanks for your prompt assistance!
Well, this is a 2 part problem, apparently.
As of Friday (2/3), we stopped getting e-mails, but the submissions were being recorded in our account under each form.
As of today around noon, we stopped seeing the submissions in our account too (still no e-mails as well).
I was checking our account regularly for submissions today since we became aware of the problem and suddenly within the past half hour, the submissions from noon to the current time have now showed up, time-stamped for when they were actually submitted, not when they showed up just recently.
We are still not receiving e-mails.
I did change the notification e-mail to JotForm and email@example.com on one of our forms as you noted and did another test. No e-mail was received, but the submission immediately showed up in our account.
Once I changed the e-mail notifications as mentioned above, I did I use the "test e-mail" button while editing the form and within a few minutes received the test; however, after I saved the form and re-loaded it on our server and did an actual submission, no e-mail came through.
I will have to talk to our IT staff about the whitelist issue you suggested (this is a very large University Hospital and I do not have access to the servers to do this myself.
My concern is that these forms have been working beautifully since we set up our account at the end of December and suddenly these issues arose. We've made no changes to our e-mail system so I don't believe the problem is on our end. Even if I can find an IT person to add those IP addresses to our whitelist, I'm not sure the problem will be solved, and I believe the issue is still on your server side, not ours.
- muhafacilitiesAnswered on February 07, 2012 at 03:51 PM
NOTE - these are secure forms and I saw there were some issues with those earlier. Do we need to change the domain / subdomain for the secure forms or has that particular server issue been resolved?
- JotForm SupportNeilVicenteAnswered on February 07, 2012 at 04:10 PM
Good point. Your issue might be related to that server problem. I will create a ticket and forward this to our developers so they can take a look at this matter.
We apologize for any inconvenience caused.
- muhafacilitiesAnswered on February 07, 2012 at 04:18 PM
Great, thank you! I'm still testing periodically here on my end to see if anything clears up.
Issues happen & no computer system is ever perfect, so we understand! I appreciate you taking the time to assist us so quickly and will wait to hear more.
Our support staff in the call center all LOVE JotForm - we're trying to steer most of our customers to the form rather than calling in so it greatly reduces call volume & is much more efficient since we collect all the data in the form rather than taking time to get it on a phone call. I'm sure we'll get the issue resolved & they can go back to being happy campers again!
- Chief Technology OfficereeeAnswered on February 08, 2012 at 07:03 AM
I have investigated your issue and found out that your email addresses are blocked because of bounces on our secure-email provider.
Your emails are added to bounce list at 2012/02/06 22:46:23 with reason "451 #4.1.8 Domain of sender address does not resolve"
I have removed your email addresses from their bounce list, and added to white-list.
To prevent these problems, please contact with your IT to solve the bounce problems.
- muhafacilitiesAnswered on February 08, 2012 at 08:51 AM
Thanks for that response!
That seems to fix only part of the problem. That fixes the notifications e-mail going to our call center staff's e-mail address.
One of the reasons we went with JotForm in the first place was the ability to set auto responders for our customers when they submit the forms.
Those are still not working. I did a test submission myself using one of our forms and our support staff let me know that they did receive the e-mail notification since you added their e-mails to the whitelist. However, I (acting as a customer/user of the form) did not get an auto responder message that I was supposed to.
We have many regular users / customers and they're used to getting those auto repsonses, so we checked with them and none of them has received an auto response since Friday when this issue first started.
We have over 10,000 staff here on our Hospital / University campus that may submit these forms at any given time. I don't believe we should have to have you add all our e-mails to the white lists. This doesn't seem to be a problem on our end - clearly something is going on at your server side that is bouncing these e-mails and putting everyone's e-mail address on the bounce list.
I've seen many topics in the forums with others having the same issues recently, which is why I say I don't believe this is a problem just on our end and it's clearly not an isolated problem.
Thank you for fixing one part of the problem - we are at least able to receive our notifications that a form has been submitted, which is a huge relief. But the forms are still not working the way the system is supposed to.
Please advise! Thanks again!
- Chief Technology OfficereeeAnswered on February 08, 2012 at 09:02 AM
To investigate the problem deeply, could please share me which email address you did use to test it as a customer/staff ?
- muhafacilitiesAnswered on February 08, 2012 at 09:03 AM
Yes, of course: firstname.lastname@example.org
All our other customers would have the same last portion of the e-mail address "@musc.edu" if that helps also. Thank you!
- Chief Technology OfficereeeAnswered on February 08, 2012 at 09:18 AM
According to our email logs, there is only one email sent to that "email@example.com" email address.
Could you please also send me the FormID that you have tried?
I want to check the settings on the form.
- muhafacilitiesAnswered on February 08, 2012 at 09:20 AM
Absolutely - and thanks again for your quick responses! I do appreciate your help!
The form I tested today is this one: formID=13623553170
- Chief Technology OfficereeeAnswered on February 08, 2012 at 09:30 AM
I made a submission with your email address (firstname.lastname@example.org) :
08-02-2012 09:24:11 Auto-Responder Sent email to email@example.com from firstname.lastname@example.org
08-02-2012 09:24:11 Notification Sent email to email@example.com, firstname.lastname@example.org
I can see that both of Auto-Responder and Notification are marked as Sent.
Could you please check your account email@example.com which should have already got the Auto-Responder message ?
Also could you please check firstname.lastname@example.org, email@example.com addresses to see if Notification also arrived or not ? Regards, Ertugrul.
- muhafacilitiesAnswered on February 08, 2012 at 10:28 AM
The submission shows up in our account at JotForm.
The e-mails to wilst and gathernc both were received (the notification e-mails).
The e-mail to me at caseyd did not come through (the autoresponder e-mail).
- Chief Technology OfficereeeAnswered on February 08, 2012 at 10:44 AM
Your emails are deferred by your email server, here is log related with that, and I can see 52 more deferred emails like that.
Please contact with your IT about the problem with the log at the end of the message, we have checked the DNS records of our email server, they are reachable from all over the world.
If you try with another email address from Gmail, Yahoo or any other providers, you will see that emails will arrive immediately.
Date : 2012/02/08 16:42:47
Reason: 451 #4.1.8 Domain of sender address does not resolve
- muhafacilitiesAnswered on February 08, 2012 at 02:40 PM
Thank you! I will contact our IT department to discuss with them the issues.
Is it possible to add my e-mail address to the white list as the other one was? Since I maintain & test these forms and have one particular form where the notifications are only sent to me, it would be helpful until I can resolve the other issues.
- JotForm SupportNeilVicenteAnswered on February 09, 2012 at 08:49 AM
What is the e-mail address that you want us to add to our whitelist?
- muhafacilitiesAnswered on February 09, 2012 at 08:54 AM
Sorry - the one I sent earlier: firstname.lastname@example.org
- Chief Technology OfficereeeAnswered on February 09, 2012 at 09:07 AM
It's already in white-list but your email provider is not accepting our emails and they are returning with deferred status and with reason "451 #4.1.8 Domain of sender address does not resolve"
Contacting with your IT will solve the problem,