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  • Profile Image

    Notification emails not being delivered.

    Asked by PeterSveinsson on July 13, 2016 at 11:27 PM

    Hi 

    URGENT help needed

    We use a form for gathering critical business information from our prospective clients (Brilliant SA Project Questionnaire).

    For a few days (since 8/7) we have not been receiving the notification emails and attached forms.

    We've only today discovered these in the system (accessible through the site).

    We have not maybe any changes to the form in this time.

    What's happening?

    Kind regards

    Peter

    peter@brilliantsa.com.au 

    Page URL:
    http://bit.ly/1FXbdmx

    Emails delivered bounce list
  • Profile Image
    JotForm Support

    Answered by Chriistian on July 14, 2016 at 04:17 AM

    Your email address was added in the bounce list, which is why the notification emails were not being delivered. I have now removed the email address from the bounce list so you should receive the next email notifications successfully.

    For more info on the bounce list and on how to remove an email address from it, you can check out this article: How to Remove Your Email Address from Bounce List. Regards.

  • Profile Image

    Answered by PeterSveinsson on July 14, 2016 at 05:23 AM

    Thanks Criistian

    That all seems to be working now

    Kind regards

  • Profile Image
    JotForm Support

    Answered by Kiran on July 14, 2016 at 08:22 AM

    Great! Thanks for your confirmation. Please do not hesitate to get back to us if you need any further assistance. We will be happy to help.

    Thank you for using JotForm!!

  • Profile Image

    Answered by PeterSveinsson on July 22, 2016 at 10:11 PM

    Hi there

    We just had this problem recurring.

    Thankfully your instructions have allowed me to remove the relevant addressed from the bounce list. Is there any way of "whitelisting" addresses to stop this recurring?

    Kind regards

    Peter

     

  • Profile Image
    JotForm Support

    Answered by jonathan on July 23, 2016 at 02:56 AM

    Hi Peter,

    You can also add to your whitelist the JotForm IPs and email domains to be sure jotform emails will be allowed.

    Here are the user guides: 

    How-to-Prevent-Email-Bouncing-Related-Issues

    Whitelisting-JotMails-IP-Addresses

    Hope this help. Let us know if issue still persist.

    Thanks.

     

     

     

  • Profile Image

    Answered by PeterSveinsson on August 02, 2016 at 07:46 AM

    Hi there

    I hope you can help

    This problem keeps recurring and I'm at a bit of a loss to deal with it

    I now need to manually remove addresses from our bounce list once a day or more.

    I can't see any of the emails being rejected on our server side, neither from our ISP or security program.

    I'm (currently) using noreply@jotformcom as the sending address.

    Can you permanently remove addresses from the bounce list? (I.e. from your admin side)

    There are three addresses we use for our current forms:

    peter@brilliantsa.com.au

    michael@brilliantsa.com.au

    hello@brilliantsa.com.au

    (or just the domain: *@brilliantsa.com.au)

    I hope you can help

     

    Many thanks

    Peter

  • Profile Image

    Answered by PeterSveinsson on August 02, 2016 at 08:12 AM

    Hi there

    I have just found some of these emails being blocked by Trend Micro.

    Have white-listed all the IP addresses and domains on your list.

    Let's hope that works.

    Cheers

    Peter

  • Profile Image
    JotForm Support

    Answered by Boris on August 02, 2016 at 10:41 AM

    Peter, I'm afraid that email addresses cannot be permanently removed from the bounce list, and I'll try to explain why, and what the bounce list actually is.

    When emails are bouncing, it means that the recipient server refused to accept our emails. This can be due to any number of reasons, but the bounce is always coming from the recipient. Bounces are usually divided into "hard bounces", where the recipients pretty much says "this can never be delivered, don't try again", and "soft bounces", where recipient is providing an error like "I was unable to deliver your message at this time, but it may only be a temporary issue".

    When our system receives a hard bounce, the address is added to our bounce list instantly. Our system will no longer try to send emails to that recipient, unless it is removed from our bounce list.

    For soft bounces, it requires that our system is repeatedly unable to deliver emails (receive multiple soft bounces), and only upon several such unsuccessful tries the recipient is added to our bounce list.

    If your emails are getting on our bounce list every day, it is likely that your server is returning hard bounces. Next time it occurs, please leave the emails on our bounce list and contact us, so we can check the exact error message (bounce reason) your server is providing when it rejects our emails. We can only check the rejection reason if the email is still on the bounce list.

    As of this moment, your emails addresses are not in our bounce list. The only thing we can ensure from our side as the senders of your emails, is that your emails are filled out in the way least likely to be rejected by the recipient. The following guide describes the best setup to generally avoid being bounced by a recipient:

    https://www.jotform.com/help/208-How-to-Setup-Email-Alerts-to-Prevent-Email-Bouncing-Related-Issues

    Other than that, on the recipient side, the recipient should make sure that our emails are being whitelisted in their server and software, so that our emails are not getting rejected:

    https://www.jotform.com/help/145-Whitelisting-JotMails-IP-Addresses

    Hopefully, the whitelisting performed in Trend Micro will allow emails to be successful delivered from now on. If you continue experiencing these issues, please make sure that email notifications are set up correctly (as described above), and ask your IT department to make sure our sender addresses and IPs are correctly whitelisted in your mailing software.

    I hope this helps.