Datei-Uploads werden nicht im Anhang per Mail versendet

Hallo zusammen,

wir nutzen Jotforms aktuell um für unsere Kunden Bewerbungsformulare für Online-Stellenanzeigen zu erstellen. Hierbei ist es natürlich wichtig, dass die Datei-Uploads per Mail zum Kunden gehen. Genau hier liegt das Problem:

Anfangs hat dies absolut reibungslos funktioniert, seit einigen Tagen jedoch melden sich unsere Kunde, dass Sie keinerlei Anhänge mehr per Mail erhalten, diese fehlen also immer. Dies betrifft beispielsweise das folgende Formular:

https://eu.jotform.com/231431639815356

Die Einstellung zum Versand der Anhänge ist allerdings nach wie vor aktiviert und es wurde nichts verändert:

Ich bitte schnellstmöglich um Rückmeldung, wo hier das Problem liegt, da sich mittlerweile laufend verärgerte Kunden melden und nach den Anhängen fragen.

Mit freundlichen Grüßen

Jonas Au

Hi Jonas,

Thanks for reaching out to Jotform Support. Unfortunately, our German Support agents are currently busy helping other Jotform users at the moment. I'll try to assist you in English using Google Translate, but you can reply in whichever language you feel comfortable using.

Your screenshot is showing the Notification Email settings, which is sent to sandra.grass@caloric.com.
Would you like the attachments to be sent to sandra.grass@caloric.com along with the notification email? Or are you referring to users who fill out the forms instead?

I noticed that you've set a custom sender for your notification email.

As a test, can you try to switch to our default sender noreply@jotform.com and let us know if even in this case you keep not receiving the attachments?

Once we hear back from you, we'll be able to help you with this.

Hi Marco,

yes, i would like the attachments to be sent to sandra.grass@caloric.com along with the notification email. Initially it worked well.

As a test, can you try to switch to our default sender noreply@jotform.com and let us know if even in this case you keep not receiving the attachments?

Let´s give it a try, I´ll let you know as soon as I´ve tested it!

Hi Marco,

As a test, can you try to switch to our default sender noreply@jotform.com and let us know if even in this case you keep not receiving the attachments?

I changed the sender adress to noreply@jotform.com and it works great again - so the attachments arrive. However, we would like to send with our emial adress and would therefore be grateful for a solution to the problem.

King regards

Jonas

Hi Jonas,

Thanks for sharing the results of your test. While checking out some of the submissions you received, I noticed that in several cases, you get multiple attachments which seem to exceed the 5 MB file size limit totally.

When that limit is exceeded, the attachments get automatically stripped out of the email, and a download link will be included at the bottom of the email instead.

So my question is, are you not receiving the attachments regardless of their file size, or you're not receiving them only in some occasions? In the latter case, could you share the submission ID of the affected submissions, to allow us to investigate further?

Once we hear back from you, we'll be able to help you with this.