Forms Start - On Event Completion - Email button not sending emails

asked on January 8, 2021 • Show version history

Laserfiche Forms Professional Version 10.4.5.282

I just created a simple approval form. I've checked my configurations and emails are sending fine (as the approval emails are being sent after the form is submitted). However, I had trigged the option at the starting form that on the event completion, show the download and email buttons. This should allow users to download the form, a print option also appears, and the Email button.

Unfortunately, when the Email button is pressed - no emails are sent out. I've turned on debug diagnostics settings in Forms Config. I do not see any errors or issues on the windows server event log in Forms. It seems to only impact this condition and at the starting point. Email delivery is fine when an email service task is initiated or other processes that are down the line in the form's workflow.

Has anyone experienced this issue?

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replied on January 8, 2021

Do print and download buttons work from there? Does email work for any users? Or fail for all of them?

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replied on January 9, 2021 • Show version history

Hey Jared, thanks for taking the time to assist.

Per your question, yes - the download works, and the print button works. Email is the only one out of the three that does not work.

The entire form is set to email my AD/Exchange account as I'm still testing it before publishing. From Start to Approval, to Inform Payroll stages - it is programmed in to inform and assign my AD account. When the Approval and Inform Payroll stages kick-off, I do receive email notifications of those processes - so I know email is working properly.

I've also verified our exchange server is relaying emails for both the DMZ-Forms and the Forms server. Worked fine when testing it in FormsConfig by sending out an email test and is evident by the kick-off of the task assignment in Approval and Payroll email service notification.

To make sure, I also inserted a field that did a lookup for the initiator user in the starting form and it is pulling in the correct email address for my account that submits the starting form.

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replied on January 11, 2021

Can you open up a support case so we can investigate this issue and this process more closely? It sounds like all the pieces of the puzzle (form being converted to a PDF, email server, correct email address) are all working, but that button isn't.

When you click the button, does anything pop up? Or does it press and nothing happens?

Try clearing your cache with ctrl+F5 and trying again

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replied on January 11, 2021 • Show version history

Thanks again, Jared. I'll have my VAR create one as it doesn't look like I have the ability to create it myself.

As for your inquiry regarding the button - The button does depress like the Download/Print when struck. It just doesn't do anything (including not bringing up an email client or a window prompt).

I also thought it may be a browser issue, but it's reproducible on Edge (Chromium) / FireFox ESR 78.6.0 / Chrome 87.0.4280.66 - which should address your browser cache question (but I have also done the CTRL + F5, just to cross it off the list).

Since I configured the SMTP client timeout (in seconds) for 200 seconds under FormsConfig - I thought that may have something to do with it. I proceeded to reduce the timeout to 1 and retry. The same issue persisted.

Once I get this resolved, i'll come back and update the thread.

Thanks.

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replied on January 13, 2021

I had our VAR log into the Forms server to verify before creating a support ticket, but then the email button worked from the chrome browser that was installed on the server. I figured it was something related to my computer and didn't want to bug my VAR further. Since then, I've updated Chrome to the same version on the server as it is on my desktop and it is experiencing the same problem.

I've submitted another request for our VAR to connect back into our system to collect information for Laserfiche, but I'm confident this is a bug or a change in the webkits from the browsers.

So far, I can confirm the following browsers and versions to be experiencing the issue. I'm guessing since all of them are relative to the latest version(s) or they are the latest versions, there's some tie in with the webkits and is security related that the email button prompt does not come up.

Confirmed Not Working:

Chrome, 87.0.4280.88 (Official Build) (64-bit)
Safari, 14.0 build 15610.1.28.1.9, 15610
Edge, 87.0.664.75 (Official build) (64-bit)
Firefox ESR, 78.6.0esr (64-bit)

Works:

Chrome, 84.0.4147.105 (Official Build) (64-bit)

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Forms Start - On Event Completion - Email button not sending emails

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