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Engaged ,
Jun 04, 2018

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I'm having a new and very odd problem with one of my forms.

Here is the form in question:

https://www.newyorkjazzbands.com/party-form

It worked fine up until a few days ago when it started returning server error messages:

"The server encountered an error"

What is strange is that I hadn't altered the code in any way on my end before and after the failures started.

Another thing that's strange is that there are many similar forms on other pages of my site, and they all continue to work fine. For one example:

https://www.newyorkjazzbands.com/wedding-form

Another strange thing is that I tried rebuilding the form from scratch and replacing it, and it still returns the same errors.

Could you advise?

Thanks.

UssNorway

Thank you for all your help with this.

I just gave up on trying to fix the form (either the original that had the problem or the completely new one I created to replace the original and that had the same problem) and just copied and modified a form from another page that was working.

That created other very strange issues but after a few hours of trying somewhat random alterations, it's working right now.

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Form has ceased working

Engaged ,
Jun 04, 2018

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I'm having a new and very odd problem with one of my forms.

Here is the form in question:

https://www.newyorkjazzbands.com/party-form

It worked fine up until a few days ago when it started returning server error messages:

"The server encountered an error"

What is strange is that I hadn't altered the code in any way on my end before and after the failures started.

Another thing that's strange is that there are many similar forms on other pages of my site, and they all continue to work fine. For one example:

https://www.newyorkjazzbands.com/wedding-form

Another strange thing is that I tried rebuilding the form from scratch and replacing it, and it still returns the same errors.

Could you advise?

Thanks.

UssNorway

Thank you for all your help with this.

I just gave up on trying to fix the form (either the original that had the problem or the completely new one I created to replace the original and that had the same problem) and just copied and modified a form from another page that was working.

That created other very strange issues but after a few hours of trying somewhat random alterations, it's working right now.

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Jun 04, 2018 0
Most Valuable Participant ,
Jun 04, 2018

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did you contact your host server about this... they prob want you to accept new privacy policy

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Jun 04, 2018 1
Engaged ,
Jun 04, 2018

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Hi UssNorway

I did, actually. It's a company called Siteground, really excellent with a great, super-quick support team, highly recommended if you're ever looking for a new host.

They didn't mention anything about the new privacy policy and nothing on their site prompts me to agree to anything different. Also, every form on my site still works except for this party form, so I suspect it would be something different.

They wrote back a long technical post that is I suspect is good advice but impossible to implement with Muse, and in any case, I also suspect is not the cause of the issue:

> I managed to reproduce the issue on my end with my browser's developer

> tools opened. All resources, requested by your website are delivered

> successfully (HTTP 200) from the server. No errors are thrown in the

> browser's console or in the Network tab of the Developer Tools.

>

> I followed the web server's log in that time and the following was thrown

> there: Code: [Mon Jun 04 13:15:10.298465 2018] [:error] [pid 8126] [client

> 82.118.240.253:40436] /usr/sbin/sendmail: unexpected response 550 to RCPT

> TO command, referer: https://www.newyorkjazzbands.com/party-form [Mon Jun

> 04 13:15:10.298564 2018] [:error] [pid 8126] [client 82.118.240.253:40436]

> /usr/sbin/sendmail: unexpected response 503 to DATA command, referer:

> https://www.newyorkjazzbands.com/party-form

>

> It seems that the receiving mail server is answering with unexpected

> responses.

>

> Please configure your application to use SMTP instead of

> /usr/sbin/sendmail or PHP's mail() function. I see that the form's data is

> POST-ed to the scripts/form-u869751.php script, which is utilising the

> /usr/sbin/sendmail binary. You should use the PHPMailer class to easily

> send your mails over SMTP, using cPanel -> Email Accounts created box:

> https://github.com/PHPMailer/PHPMailer

>

> Using the SMTP is the most secure way to send mails from your

> applications. Mails sent from PHP's mail() function or the

> /usr/sbin/sendmail binary have high change to end in their recipient's

> Spam folders, because SMTP is the more secure and preferred option.

>

> Should you have any further questions regarding our services do not

> hesitate to contact us at any time - we are available 24/7.

I wrote back to them in very polite terms that I suspected this isn't the cause of the issue because most of the forms on the site still work fine, that it is beyond my technical understanding, and not possible to implement because Muse generates its own proprietary code, and they wrote back:

> You will need the assistance of a professional developer, who can

> implement the PHPMailer class for your application (this is your website

> with all its scripts) so it can use it instead of the /usr/sbin/sendmail

> binary. This way the application will be able to send its mail over SMTP,

> which is the recommended and more secure method.

>

> I suspect that the code of the problematic contact form is different than

> the others and this is why the issue is experienced, but you will need a

> developer, who can examine the two scripts, processing the contact forms'

> data and confirm this.

>

> Unfortunately I will not be able to recommend you a specific developer,

> but you can check and hire one from the freelancer websites on the

> Internet.

>

> For further assistance - we are always here.

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Jun 04, 2018 0
Most Valuable Participant ,
Jun 04, 2018

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so is this a Muse form from one of the two default widgets or 3rd party code?

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Jun 04, 2018 0
Engaged ,
Jun 04, 2018

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This is a Muse form from the first of the two default widgets (with lots of the optional fields added). There isn't any 3rd party code.

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Jun 04, 2018 0
Adobe Community Professional ,
Jun 04, 2018

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In a nutshell, your host server does not support the PHP mail() function.  Siteground wants you to use SMTP to send the form data to email.  And they recommend you use PHPMailer library which you can obtain from GitHub.  

Does any of that make sense to you?  If not, go to Plan B.

Plan B: Use a 3rd party service like Wufoo.com to create your form and process the data.

Nancy O'Shea, ACP
Alt-Web.com

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Jun 04, 2018 1
Engaged ,
Jun 04, 2018

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Hi Nancy OShea,

Thanks for reading through this, and thanks for your suggestion.

I understand plan B, that I can abandon this issue with Muse and start over with a third-party form service.

But what doesn't make sense to me about this explanation on logical grounds is that, if this particular host server does not support the PHP mail() function, why have my forms, including the form in question:

https://www.newyorkjazzbands.com/party-form

been working on their servers for the past couple years up until a few days ago, and why do these forms:

https://www.newyorkjazzbands.com/wedding-form

https://www.newyorkjazzbands.com/general-form

continue to work, I'm presuming while still using the the PHP mail() function?

I admit that I'm an ignoramus when it comes to code, but on logical grounds, it would seem that if one Muse form works on their servers and another does not, that the problem would originate with some issue with the particular code Muse is producing for this particular form, wouldn't it? I hope I'm not seeming to be obstinate, I'd just like to fix this if it's possible.

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Jun 04, 2018 0
Most Valuable Participant ,
Jun 04, 2018

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the report says that form got a error from the email server

does that form have any non-standard text i.e, some font that is self hosted perhaps?

or a font licensed - linked to your Adobe account

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Jun 04, 2018 0
Engaged ,
Jun 04, 2018

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UssNorway

does that form have any non-standard text i.e, some font that is self hosted perhaps?

No.

or a font licensed - linked to your Adobe account

All the forms are using Typekit fonts, but they all share that in common and they are all working except for the one.

Very strange also that after noticing the issue I tried recreating that particular form again from scratch and the issue still persists.

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Most Valuable Participant ,
Jun 04, 2018

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do you still have your test Adobe BC page... post the form \ site to there and test if you get the same result;

yes = its something that Adobe has turned off

no = we need to do more testing

other option = as Nancy suggests, make a new form from one of those 3rd party services

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Jun 04, 2018 0
Engaged ,
Jun 05, 2018

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It doesn't seem like I can publish to BC now:

Screenshot 2018-06-05 18.17.59.png

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Jun 05, 2018 0
Most Valuable Participant ,
Jun 05, 2018

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correct you cann't make a new temp site because Adobe left hand doesn't talk to Adobe right hand... open Muse 2017 and make a new blank site - upload that to Adobe BC (before 18th June) as a new temp site

then open Muse 2018 and upload your form site to that temp site over the top {select the upload all files option}

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Jun 05, 2018 0
Engaged ,
Jun 07, 2018

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UssNorway

Thank you for all your help with this.

I just gave up on trying to fix the form (either the original that had the problem or the completely new one I created to replace the original and that had the same problem) and just copied and modified a form from another page that was working.

That created other very strange issues but after a few hours of trying somewhat random alterations, it's working right now.

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Jun 07, 2018 0
Most Valuable Participant ,
Jun 07, 2018

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cool its not uncommon for email servers to take a day in catching up to new changes so thats nothing to worry about mate

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Jun 07, 2018 0