Occassionally some form submissions don't come through

  • Profile Image
    awworkwise
    Asked on February 08, 2012 at 11:02 PM

    Hi

    We seem to be having a random problem of some submissions not coming through by email.

    I don't think it would be a spam filter problem as it doesn't catch the ones that do come through.

    Notifications go to the submitter as they ring to confirm as to whether we received their submission if they haven't had contact from us within 48 hours as stated on our thank you page.

    The most recent form to have this problem is the one in the URL below.

    Do you have any suggestions?

     

    Thanks

  • Profile Image
    liyam
    Answered on February 09, 2012 at 04:48 AM

    Hello,

    Can you please provide us a sample submission in which you were not able to receive a notification?  Currently, based on the logs, I don't see any bounce-backs that could have been a cause for your missing notifications.

    May we ask as well if you have checked your spam folder or any folder in your case where your notifications might have landed?

    Also, I have checked your email notification settings, one possible issue that I can find is that your email service provider might have blocked off some emails.  or if you are using an email client software such as Eudora, MS Outlook, Mozilla Thunderbird, or others, your notification might have landed in your web mail's spam folder that's why it was not downloaded by your email client software.

    If you have checked all these possibilities and you still could not find your missing email notifications, you might need to contact your email service provider and ask if they have blocked notifications from JotForm's IP addresses.  Here are the IP addresses used by JotForm:

    174.34.57.214
    174.34.57.216
    174.34.57.218
    174.34.57.219
    208.117.50.251

    You might also want to ask your service provider to whitelist these IPs.

    If you are still experiencing some issues even after whitelisting the IPs, please let us know.

    Thanks.

  • Profile Image
    fxr
    Answered on February 09, 2012 at 07:47 PM

    @awworkwise,

    Unfortunately, we are not able to see your latest response.

    Can you please try posting it to the forum directly?

    http://www.jotform.com/answers/74005-Occassionally-some-form-submissions-don-t-come-through#2

    Thanks.

  • Profile Image
    ismoscadm
    Answered on February 09, 2012 at 08:06 PM

    This is the reason. Jotform decided to make some changes. They added this whole "noreply@jotform.com". After more than 2 months of absolutely no issues, it has become one.

     

    This has NOTHING to do with our email servers. I have contacted yahoo and gmail. I have also check out our own inhouse email server. The issues falls on our friends at Jotform.

    I have been instructed to "work around" the issues by using the "noreply@jotform.com" option that has magically appeared as an option in my form.

  • Profile Image
    liyam
    Answered on February 09, 2012 at 08:18 PM

    Hello ismoscadm, the noreply@jotform.com has been there by default from the beginning.  You might just have noticed it.  So it's not a change.

    If you're having issues with your form, please do start a new topic by posting and describing your issue on this link.

    Thanks.

  • Profile Image
    ismoscadm
    Answered on February 09, 2012 at 08:49 PM

    well it looks like magically this stopped working for many of us today.

     

    It has caused loss of revenue, and frustration. 

    I purchased this service for multiple clients, each with their own account.. almost 20. Each of them need the return email field...

     

    but today when everything stopped working I was simple told to do it this way "noreply".

    and there must be a problem with the servers.

    I wish there would be some admission and responsibility taken for this issue. Now I have to go to 20 different clients and explain to them that the service that was promised can not be delivered.

  • Profile Image
    awworkwise
    Answered on February 09, 2012 at 09:34 PM

    Hi

    I monitor the company spam filter and there has been no submissions caught there.

    I have also checked the recipients Outlook folders and no missing submission there either.

    We are running Exchange 2003 server but I have checked the webmail through our service provider and no emails are there either.

    The majority of submissions come through to the recipient it is just occasionally one doesn’t come through.

    Is it still worthwhile requesting a whitelist of the below IP’s as most don't get caught but still a problem for those that do?

    Did you receive the sample submission in my email? I won't post the submission on the forum as there are personal details.

    Thanks 

    Thanks for your help with this matter.

  • Profile Image
    fxr
    Answered on February 10, 2012 at 05:02 AM

    Thanks for the additional details awworkwise. Appreciated. 

    Have you tried changing the Sender Email of your notifications to noreply@jotform.com

    It will give your email notifications the maximum possible chance of reaching your inbox. 

     

     

  • Profile Image
    ismoscadm
    Answered on February 10, 2012 at 02:41 PM

    "maximum possible chance"??

     

    are you kidding me? So there is no guarantee that your service will work like it say's?

  • Profile Image
    fxr
    Answered on February 10, 2012 at 02:48 PM

    We have no control over the availibility of remote email hosts or their spam filters.

  • Profile Image
    awworkwise
    Answered on February 12, 2012 at 05:02 PM

    i will try changing the sender email and see how that goes.