Email Delays

  • Profile Image
    TMGBackOffice
    Asked on June 22, 2016 at 04:54 PM

    Hi, we are having delays from the time a form is submitted to the time we receive it. Some up to 12 hours delay. Can you please advice or help me out. 

  • Profile Image
    victor
    Answered on June 22, 2016 at 07:17 PM

    To assist you better, could you please indicate which form(s) you are having this problem with. I just reviewed some of the forms and noticed that you have setup custom SMTP email senders. We would like to verify which form is giving you error.

  • Profile Image
    TMGBackOffice
    Answered on June 23, 2016 at 10:52 AM

    https://form.jotform.com/61473704387158

    https://form.jotform.com/60195077058156

    https://form.jotform.com/60117780101140

    Seems to be working right now, but we had up to a 12 hour delay on some forms in the past few days. 

    Also, a couple of our agents are saying that the portal times out or crashes. Any reason why only 2 out of 14 agents are having the same problems with the over and over? My guess is low memory and/or low-speed internet. Your thoughts? 

    Thank you for your help!

    CB

  • Profile Image
    BJoanna
    Answered on June 23, 2016 at 12:36 PM

    Email Notification should be sent once the form is submitted. I have tested one of the forms you provided and my submission was sent to your email address when I submitted the form. 

    It was probably temporarily issue. I have also found one thread where another user reported same issue yesterday. On that thread my colleage thinks that this issue is related to custom sender email in the form. The email has been added through verification method. Please note that this method is still using Jotform as the sending server, not your own hosting server. It is most likely the email message is being checked by the receiving server for spam contents before delivering it to the recipient's inbox, causing the delay. 

    If you are still experiencing this problem, we suggest switching to noreply@jotform.com and make sure to whitelist our list of IP Addresses and Sending Domains which can be found here: https://www.jotform.com/help/145-Whitelisting-JotMails-IP-Addresses

    If you want to keep your own email, I would recommend adding the sender by SMTP method: https://www.jotform.com/help/244-How-to-Setup-SMTP-for-a-Form.  

    Hope this will help. Let us know if you need further assistance.