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Email notifications were working, now stopped

  1. Hi-
    I have had a new client form on my website for over a year. It's worked perfectly awesome up until a few weeks ago, apparently. It was sending me notifications when a new entry was sent, they went to my inbox with no troubles. Then, I checked something else today and noticed a few new entries that I didn't know about, because there was no notification sent. They were posted in the last few weeks.
    I haven't changed anything on the form in months, and I don't know if anything on my server has changed in the last few weeks.
    Does anyone have any ideas on what's going on? I know little to nothing about how all this works on the backend, so some hand holding and simple words will probably be necessary :-)
    Thanks so much!

    Posted 11 years ago on Wednesday September 12, 2012 | Permalink
  2. Im having the same issue, forms where working great, but for a few days now the notifications stop coming through my email, I tried switching the recipient email but still same thing. any ideas?

    could this be due to the new version of wordpress?

    Posted 11 years ago on Thursday September 13, 2012 | Permalink
  3. David Peralty

    There are various people that have had issues with notifications. Gravity Forms sends the information to WordPress' built-in sendmail system. You'll want to probably install and configure a WordPress SMTP plugin so that it is more stable/consistent.

    Posted 11 years ago on Thursday September 13, 2012 | Permalink
  4. Thanks David. Do you have a plugin you recommend, and/or some link that explains how to go about doing that? I have no idea what SMTP is so I'd hate to follow some wrong directions out of web ignorance :-)

    Posted 11 years ago on Thursday September 13, 2012 | Permalink
  5. David Peralty

    Kate, there are two that are usually recommended:

    And your web host should be able to help you with the correct settings to make it work. All my best!

    Posted 11 years ago on Thursday September 13, 2012 | Permalink
  6. Jack

    Unfortunately, to use either of those plugins reliably, you will need to use some SMTP login information, which will result in all of the email notifications coming from that email address.

    That effectively renders the emailing routing functionality of Gravity Forms USELESS. I can't speak for the other users on this thread, but that's what we bought Gravity Forms for.

    I would contact my hosting provider for help on problems with Wordpress sendmail but I'm not exactly sure what to ask them. Can you give me some specific language they might find useful?

    I think this is a far bigger issue than you guys realize. We've had to switch to WuFoo for routable forms. There must be a better answer.

    Posted 11 years ago on Friday September 14, 2012 | Permalink
  7. is there a error log we can look into so see why the emails stop working?

    Posted 11 years ago on Friday September 14, 2012 | Permalink
  8. onyx808 - you would have to check with your host for email logs.

    Jack, those plugins do NOT result in the email being send from the authentication address (if that even was an email address - it is not always). For example, with the WP Mail SMTP plugin, you have the option to set the From name and From email address, completely separately from your authentication information. Has your experience been different? Here is a screenshot of the settings screen for the WP Mail SMTP plugin:

    That plugin works reliably for me on every server I've tried it on.

    Posted 11 years ago on Friday September 14, 2012 | Permalink
  9. Jack

    Hey Chris,

    Thanks for the reply! WP-Mail-SMTP works reliably for sending and routing emails. However it does not use the From Name and From Email and ultimately, that's not the problem: With Gravity Forms routing, I can have the emails routed to various addresses within my company and *they appear to come from the people submitting the forms* - that is to say, it uses the From Name and From Email from the Gravity Form submission. That's extremely helpful for a variety of reasons (search, labeling, records, email threads, etc.) Using WP-Mail-SMTP, emails appear to come from the email address we're using for the SMTP authentication (a Google Apps address) with the From Name as the Name field from our contact form. It does this no matter what I put in the From Name and From Email in WP-Mail-SMTP.

    It's certainly an improvement, yes. We get our emails now. The routing works, and the reply-to address is passed on from Gravity Forms, which is how/why we've re-implemented it. We had a perfect email system and now we have a compromise and though what I'm taking issue with might sound only cosmetic, it introduces confusion that can only snowball with my staff and customers to whom these emails are routed to.

    Can I ask some questions?

    1) Is there a hook to get Gravity Forms field data into those From Name and From Email fields within the WP Mail SMTP plugin?

    2) I don't want to have to sign up for another service, but could the problem I'm having be solved by using SendGrid like in your image?

    3) Is there a better plugin than WP-Mail-SMTP that anyone's had success with?

    4) You guys are some of the best plugin developers in existence - is more advanced, integrated SMTP functionality something you could include in a future release of Gravity Forms? I'm sure you don't like relying on third-party solutions any more than we do.

    Apologies for the verbosity, and thanks again for your help!

    Posted 11 years ago on Saturday September 15, 2012 | Permalink
  10. I see the problem now with the From email address. It will use the From address as set in the WP Mail SMTP setting, not the one you have set dynamically as the person who submitted the form. I wonder what happens if you leave those first two fields blank in the WP Mail SMTP settings? I wonder if the information sent by Gravity Forms to the wp_mail() function will still be honored, as you need it to be?

    Answers to your questions:

    1) no, there is no hook in Gravity Forms to get those settings from the WP Mail SMTP plugin. See above though. Have you tried leaving those two WP Mail SMTP fields blank? See the note on that page where it says the defaults will be used. I wonder if it will just pass through what Gravity Forms sends?

    2) I don't think sendgrid will help. That is just a reliable mailer. Any SMTP server can be configured there. The from name and from email up top is really what you would have a problem with, no matter what SMTP server you used.

    3) I don't know of any. I don't have much experience with Configure SMTP, but looking at the screenshot of the settings page it appears to offer the same options. Authentication for the SMTP server, then separately the From email and From name. And again, if you leave those blank, the WordPress defaults will be used. Gravity Forms overwrites that, so leaving those fields blank is worth a shot, no matter which plugin you use.

    4) When 3rd party plugins exist to solve a problem, we tend not to include that functionality. We focus on creating forms and collecting data, and have created add-ons where we find a need. Since the existing SMTP plugins solve the problem, I don't think there has been a big push to add SMTP functionality to Gravity Forms.

    Let me know if you try configuring one of the SMTP plugins WITHOUT filling in the From email and From name (you will still need to enter authentication information separately) and if the email then appears to come from the person who submitted the form, if your notification is set up to work that way.

    Thanks for hanging in there with us.

    Posted 11 years ago on Saturday September 15, 2012 | Permalink
  11. Looking back at this screenshot from Configure SMTP I see their note:

    NOTE: This may not take effect depending on your mail server and setting, especially if using SMTPAuth (such as for GMail.)

    That may be a restriction on Google's end when using Google AFYD or a gmail server as your SMTP server. Your host may offer its own SMTP server, or there are others, like sendgrid, which may handle the from email address and from name differently.

    Posted 11 years ago on Saturday September 15, 2012 | Permalink
  12. I really dont mean to complain, but what Im failing to understand is, why if it was working just suddenly stopped? also the user comments email notifications are working just fine...

    I really need to get this back to work, I cant keep checking my wp installation just in case there is a new inquiry...

    Posted 11 years ago on Monday September 17, 2012 | Permalink
  13. @onyx808 I don't know why it stopped working on your server. It's possible they changed a configuration, or maybe they are filtering more messages or different messages. I don't attempt to understand all the possible host configurations which can affect email delivery. I am trying to make them more reliable for you. onyx808, what have you tried so far to get your notifications working? An SMTP plugin normally does the trick. Changing the email FROM or email TO address can change your results as well. Let us know what you've tried so far. Thanks.

    Posted 11 years ago on Tuesday September 18, 2012 | Permalink
  14. Hi- I'm here because my client is not receiving notifications from form submissions on their website. They are a dental practice and communication w/ patients is critical.

    They've had few patients very upset that their messages were not received by the office.

    The client is using Google Apps for email. Are there any settings I need to change in order to make the form work?

    Posted 11 years ago on Thursday September 20, 2012 | Permalink
  15. David Peralty

    Hi webmktco - Try the SMTP plugins mentioned above. If you configure them with Google's SMTP server details, you should be good to go. All my best!

    Posted 11 years ago on Thursday September 20, 2012 | Permalink
  16. I am also not able to send forms as I once was able to a few months ago. I just made my working site live and now have this problem and my clients aren't going to be very happy about this.

    The "contacts" page has a form and also the "order form" page is using forms and none of them will email out to notify us by email.

    I installed the WP Mail SMTP and nothing changed. It still does not work. Please let me know what file I should change to change the php file myself.

    I need a solution please.

    Posted 11 years ago on Wednesday September 26, 2012 | Permalink
  17. @ravenous, please begin a new topic for your issue so we can address it individually.

    Do not change any of the plugin PHP files: that's not where the problems lie.

    If you have already installed and properly configured WP Mail SMTP (was the test email successful?), the next step is to test for theme and plugin conflicts by following these instructions

    Posted 11 years ago on Friday September 28, 2012 | Permalink

This topic has been resolved and has been closed to new replies.