Not receiving submission emails form some forms.

  • WineCellarInnovations
    Asked on February 23, 2016 at 4:55 PM

    Hi there, 

    We have about 15 forms and some of them are not emailed to us. There is no rhyme or reason to it. I am at my wits end in trying to figure it out. Right now I send the ones that are not working to my gmail and forward them to the company address. 

    What are some better ways to troubleshoot? I have already tried working with my email host on it and they don't see them hitting the server. But they do come to my gmail. 

    Page URL: https://www.winecellarinnovations.com/wood-sample-request
  • Ashwin JotForm Support
    Replied on February 24, 2016 at 1:13 AM

    Hello WineCellarInnovations,

    Upon checking our email logs, I found that your emails ended up in our bounce list for following reasons:

    Result: forms@winecellarinnovations.com is IN the bounce list

    Reason(s) : smtp; 554 4.4.7 Message expired: unable to deliver in 840 minutes.<421 4.4.1 Failed to establish connection>

     

    I also check your form's notification email alert and there seems to be some issue with it. It does not display any labels but just the field names. Please check the screenshot below:

    Not receiving submission emails form some forms Screenshot 20

     

    Is it done intentionally? If not then your email alert seems to be corrupted. I would suggest you to please delete the existing email alert and add a new one. The following guides should help you:

    Delete email alert:  http://www.jotform.com/help/132-How-to-Delete-Notifications-Autoresponder 

    Add new email alert: http://www.jotform.com/help/25-Setting-Up-Email-Notifications 

    Hope this helps.

    Do get back to us if you have any questions.

    Thank you!

  • WineCellarInnovations
    Replied on February 24, 2016 at 11:45 AM

    I can't imagine why the email alert would only bounce the forms@  email address? It was obviously not done intentionally. I'm going back and fixing all the email alerts to be sure. 

    On this form: http://form.jotformpro.com/form/50674065736965

    The email form refuses to load in my system. Can you help? 

  • Ben
    Replied on February 24, 2016 at 2:07 PM

    Please do note that the bounce list holds the emails that had an issue being delivered - which means that your server had rejected the same.

    To resolve the same it is best to see on your own end if the same email address can receive the emails from JotForm or if they are being stopped at some point.

    Now in regards to the other issue - since we can assist with only one issue per thread, I have moved it to a new thread here: http://www.jotform.com/answers/780299

    We will be answering it shortly.