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    Not receiving notification email

    Asked by dv43admin on August 09, 2016 at 01:30 PM

    Form is set up to send notification email upon submission to two email addresses at same domain. One is receiving, one not. Changed admin to "not receiving" email and still no luck getting email. 

    Rules (including client-only) affecting the email have been disabled. Still no luck. 

    email receiving notification email
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    JotForm Support

    Answered by Welvin on August 09, 2016 at 03:17 PM

    It's because your primary email address has been bounced listed and at the same time, you've unsubscribed from our email list. We do not recommend unsubscribing if you set to receive the form emails to your email address.

    ********@caci.com is IN the bounce list 

    Reason(s) : 550-5.1.1 RecipientError: 550-5.1.1 The email account that you tried to reach does not exist. Please try double-checking the recipient's email address for typos or unnecessary spaces. Learn more at https://support.google.com/mail/answer/6596 m22si10084915wmc.79 - gsmtp

    I've fixed this to our end, but to prevent this from happening again in the future, please do read the following guides and do our recommendations such as whitelisting Jotform to your end.

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

    https://www.jotform.com/help/364-Why-I-am-not-receiving-email-notifications 

    Please do not forget to add noreply@jotform.com to your safe sender or contact list.

    Lastly, the Send Upload as Attachment and PDF Attachment are enabled in the form and you are using noreply@formresponse.com as your sender email. Please note that these two features are designed to work only with noreply@jotform.com so please change that. 

     

    I hope that helps. Please let us know if you require additional assistance.

  • Profile Image

    Answered by dv43admin on August 09, 2016 at 03:36 PM

    Roger that. Couple questions:

    First, what does this mean, “bounce listed”? That you got a bounce-back/not found email response? Why would that happen with a live email address? Would an out-of-office notice cause that? How do I prevent that in future?

    Both email addresses are added to my safe senders list, both are in my contacts, and the domain is also listed as safe.

    The second email address (noreply@formresponse.com) was changed to troubleshoot the issue. It should only be on the notification setting called TEST. It is not on the primary/original/actual notification, so that conflict (attachment/email address) is not an issue.

  • Profile Image

    Answered by dv43admin on August 09, 2016 at 04:00 PM

    According to the FAQ: It could be due to a non-existent/inactive email address (Nope, it's a real email/active address), your mail server being unavailable (I honestly doubt it; the CIS team would have noticed if 19000 employees stopped getting mail), your mailbox is full (nope, nowhere near) or JotForm is on your blacklist (nope, in fact it's whitelisted).

    So I'm really unclear how this happened...

  • Profile Image
    JotForm Support

    Answered by Welvin on August 09, 2016 at 05:16 PM

    It is when our system detected that sending to your email address is not possible for many reasons. And the out of office autoresponder email shouldn't cause this problem. Please check the following guide to know more about the bounce list thing and how to prevent it:

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

     

    It's good to know that you've already added both our default sender emails to your safe sender list. This should fix the issue, but if it happens again then it's your hosting provider that does the thing. Please ask them to allow Jotform if they're still blocking us even though you've already whitelisted us.

    The non-existent error does not literally mean that the email address doesn't exist. It could also be because of the spaces in the email or any special characters that have been added in the settings. Anyways, I can verify that you have the correct email settings in the form. 

    One more thing which I think should resolve your problem, the multiple recipients in the form. Please try separating the two recipients into two different notifiers. See if that works. I have a thread a week or a few weeks ago about this settings and this solution worked for them. The PDF Attachments and Send Upload as Attachment worked for me when using multiple recipients, but some having issues getting this to work. Separating recipients should work for you.