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Additional note, while I’m thinking about it –

The two failed file uploads were from each of our sites – one from our overheaddoorgt.com/service page and another from the garagedoorservicesinc.com/service site originally linked.

Hi there!

We have the form set up to allow any image/video file of any size (allowed by your form, which seems to be quite inclusive).

I can do some checking with our customers that have had submitting issues, but trying to get this information from them is quite difficult…

We did have another couple of file upload failures yesterday, here is their browser info, in case it helps:

Mozilla/5.0 (iPhone; CPU iPhone OS 14_4 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) GSA/137.2.345735309 Mobile/15E148 Safari/604.1

Mozilla/5.0 (Macintosh; Intel Mac OS X 10_15_6) AppleWebKit/605.1.15 (KHTML, like Gecko) Version/14.0.3 Safari/605.1.15

For now, we’ll just continue to monitor the situation for the email issue and see if we can find any other patterns to help pinpoint the issue.

For the photo submissions, we had a customer today get an error response to her images (couldn’t get me a screenshot, but I did ask) and here is her browser info:

Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/88.0.4324.150 Safari/537.36

We do still have the email logger running!

The only thing the email log says is that they were successful, unless there’s more information hidden somewhere I can’t find?

If I hover over the red X on failed ones, it says “SMTP Error: data not accepted.” exactly as it appears in the quotes.

From the hidden field in the form itself:

Patrick: Just a test – Slackbot-LinkExpanding 1.0 (+https://api.slack.com/robots)
Patrick: Just another test – Slackbot-LinkExpanding 1.0 (+https://api.slack.com/robots)
Jorge: This is a submission test – Mozilla/5.0 (Macintosh; Intel Mac OS X 11_1_0) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/87.0.4280.141 Safari/537.36
Jorge: Second Test Safari iPhone – WhatsApp/2.20.206.24 A

Unfortunately, given the wildly intermittent nature of the issue, I don’t think we’d be able to disable our other plugins long enough to find a conflict.

For what it’s worth, the only other plugins we have running (outside of the default ones WP always has on) are the Email Log your team linked me to (installed after this issue started) and Business Reviews Bundle by Rich Plugins. The reviews bundle and Forminator had been running alongside each other for several months before this issue started.

As the email log is stating that the emails failed to send out from the site, I don’t believe they’re being filtered by our host on the receiving end.

Our sites were built in WP (yes, wordpress.com) native builder with domains registered through WP as well (both were transferred from other sources, but have been with WP for at least 6 months). I use wp-admin to login and edit them, so I would assume that’s the host in question?

We are hosted through WordPress.

This is such a bizarre, intermittent issue – I handle pretty much all of our IT here in the office, so I understand how hard it is to fix a problem you can’t easily recreate.

Let me know if you any more information and I’ll do my best to provide it!

Try this again as a Google Drive share:

File Link

Quick update on a couple more forms that failed to send notifications:

Mozilla/5.0 (iPhone; CPU iPhone OS 14_3 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) Version/14.0.2 Mobile/15E148 Safari/604.1

Mozilla/5.0 (Macintosh; Intel Mac OS X 10_15_6) AppleWebKit/605.1.15 (KHTML, like Gecko) Version/14.0.2 Mobile/15E148 Safari/604.1

Hi Support Team!

I have been through all of my emails for the last three months and no luck on the screenshot (I know it was sent to me, so this is really frustrating) – I think I have to accept that it’s gone.

The export for the form that has been giving us the most trouble – for both problems – can be found here.

Hi Support Team!

I haven’t been able to find that screenshot and I’m starting to wonder if my email system purged that email for some reason. I’ll keep looking!

But! I have an update on the email logging and missed emails! Here is the hidden field contents for the submission that didn’t notify us:

Mozilla/5.0 (iPhone; CPU iPhone OS 14_3 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) CriOS/87.0.4280.77 Mobile/15E148 Safari/604.1

I’m not sure what that means, but I would imagine it makes more sense to you guys…

Hi Support Team!

I had a screenshot from a customer, but I can’t seem to find it at the moment. It’s just a red box that said (almost verbatim) “.jpg file not accepted”.

I received the same error when I first set up the form after the new file upload option was first rolled out, but after redoing the form, it seemed to be working.

I’ll keep looking for that screencap and I’ll share it if it turns up.

Hi Patrick! @wpmudevsupport12

I’ve added the hidden field, so we’ll see if we can nail down a specific browser issue.

The error that our customers keep getting is that .jpg files are being rejected. I have the form configure to accept any image files – literally all of the boxes under “image” are turned on. Not sure if they’re using the mobile directly, just an educated guess based on email signatures in their replies to us (“sent from my iphone”)…

Hi Support Team! @wpmudev-support8

After installing the email logger, we’ve had a missed email!

The latest submission to the form we first discussed (found here) was submitted successfully, but the logger didn’t register a copy to the customer. It did log a copy to our notification emails, but we didn’t get anything on our end at any of the three addresses listed.

We’ve also had another customer with difficulties submitting photos to that same form. We can see the “failed” submissions on the back end, but he received an error and resubmitted the form without the images. The customer was using Safari on an iPhone 12.

Hi Adam @wpmudev-support8

I’ve installed email log, as suggested above and I’ll let you know when we find a missed notification.

I think I was confusing email logging plugins with email sending plugins – the logging ones don’t seem to cause any interference as they just track where things are going. However, the sending plugins have caused some known issues where they often don’t support sending from generic inboxes (gmail’s “groups”) which is what we do for many of these forms.

Hi Dimiris @wpmudev-support6

I’ve been reluctant to install an email plugin, particularly an SMTP one, as I’ve heard from many others in the support forums that they don’t accommodate the configuration we use of notifications to multiple inboxes across different email hosts.

I’m assuming we’re using the native WP functions to send emails as we haven’t set anything else up.

Thanks!

Hi Nithin @wpmudevsupport11

The two sites have the same admin and send notifications to the same three emails – two of which are from different providers. The customers submitting the forms are all from different email providers. And – on our end, I can’t speak for the customer notifications – if we don’t get a notification at one of the emails, we don’t get it at any of them, so it seems unlikely to be an issue on behalf of an email provider’s aggressive filtering…

The image issue seems to be random, but I have a suspicion that it may be related to iPhone’s newer proprietary “.jpg” files. With one of their latest versions, they started using a new image file-type that is labelled as a .jpg, but is actually something else that very few programs can open.