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Troubleshooting Muse Form Widgets Used on Third-Party Servers

Adobe Employee ,
Jun 11, 2013

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When you build websites in Muse you can add Form widgets to pages to allow visitors to submit messages to a specific address via email. In previous versions of Muse, the Form widgets only worked on sites that were hosted on the Adobe Business Catalyst servers. However, this limitation has changed. You can now add Form widgets to pages that are published using third-party hosting providers.

When you upload sites to servers other than the Adobe Business Catalyst servers, there are some server requirements and best practices to consider. Keep in mind that when you publish trial sites, they are hosted on the Business Catalyst servers. Always test the content on your live site after publishing the site to other hosts to confirm that the site features continue to work as expected.

The following list answers common questions regarding Form widgets, as well as providing tips for troubleshooting issues.

What is the workflow for adding Forms widgets to sites hosted on a third-party server?

Create a new site and drag the Form widgets to the page. Follow the normal process to position the form in the site design, configure the options in the Options panel, and use the panels in Muse to style the appearance of the form within the Muse workspace. When the site is ready to go live, use the FTP Upload feature within Muse. Or use the Export HTML feature to save a copy of the entire site folder, and use a third-party FTP client to upload all of the site files to the host servers of your choosing.

Are there any server-side requirements for Muse Form widgets to work?

Yes. Your web host must support PHP, and the PHP mail service must be properly configured to send email messages. If you use the FTP Upload feature within Muse, Muse will attempt to warn you if it detects that your web host does not meet these requirements.

Are there any Form widget features that only work when a website is hosted on the Adobe Business Catalyst hosting servers?

Yes. The CAPTCHA field only works if hosting on the Adobe Business Catalyst servers. However, all the other form features work on most hosting providers that support PHP.

Do the Form widgets in Muse include logic to limit spam form submissions?

Yes. On most hosting providers, Muse forms limit the rate of form submissions from a single IP address.

When I use the FTP Upload feature to upload my site to my hosting provider, Muse displays a warning that says the Form widgets may not work. Why won't they work?

Some web hosts don't support everything Muse Form widgets need to work.

When you upload to your host using the FTP Upload feature in Muse, logic in the service attempts to determine if everything is configured properly on your host provider's servers. If not, Muse displays a warning with information about the missing requirements. You can contact your web-hosting provider and ask them to fix the configuration problem.

How can I check if my hosting provider has the required technology enabled for my website?

After uploading your Muse site containing a form, you can point your browser to your-site-address.com/scripts/form_check.php

If your website supports everything needed for Muse forms to work properly, you should see 3 green checkmarks on this page. If not, contact your hosting provider. They should be able to look at the php code for this file and determine what configuration changes need to be made on your server for Muse PHP forms to work properly.

I've uploaded my new Muse form, and tried submitting it in the browser, but I never receive an email with the form data. What's wrong?

This could be caused by a few different problems. Follow these troubleshooting steps:

    1. Check your email Inbox spam folder. Mark the form messages as non-spam.

    2. Some hosting providers refuse to send mail to an email address on a different site's domain. For example, if your website is www.example.com, but your form is configured to send email to someone@email.com, your web host provider may refuse to send the email generated by the Form widget.

Solutions:

    1. Update your form to send email messages to someone@example.com. This change may resolve the issue and allow the messages to go through.
    2. If you're hosting is GoDaddy and you're form e-mail address is to a non-GoDaddy e-mail account, you'll need to enable "remote" mail in cPanel. (A similar change may be required on other hosting providers.)
      1. Navigate to your cPanel on GoDaddy.  This is where you manage your web hosting.
      2. On the main cPanel page, scroll down to where it says ":::Email"
      3. Click on "MX entry" which is located right below "Accounts".  This is the Mail Exchanger setting.  By Default, GoDaddy assumes you will be using a GoDaddy email account.
      4. Make sure that "Remote Mail Exchanger" is turned on.

By default GoDaddy assumes you will be hosting your e-mail through GoDaddy.  If you set up an email address for your form in Muse that is not a GoDaddy hosted email address, then GoDaddy does not accept it by default. You have to give GoDaddy permission to send a form to what GoDaddy considers a "remote" email address.

    3. Some IT Departments block emails from someone@bigcompany.com to someone_else@bigcompany.com if the email message isn't sent by the standard bigcompany.com mail servers.

Try changing the form's options to add another email address (listed first), which does not end with: @bigcompany.com. This change may allow the form messages to be delivered to both email addresses.

    4. Visit http://my-site.com/scripts/form_check.php in a web browser and make sure you see all green checkmarks. If some items do not display green checkmarks that means that the hosting server is not configured correctly to allow the Form widgets to send email messages to the address you've specified.

Contact your web-hosting provider about the server configuration problem. Describe the items that are not marked as green in the form check page, so that they can help you set up the servers to use the correct settings.

If you continue to encounter issues with Form widgets that are published to third-party hosting servers, post a message on the Muse Support Forums. The Muse team reads these messages and the online community can help you resolve issues with forms.

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Troubleshooting Muse Form Widgets Used on Third-Party Servers

Adobe Employee ,
Jun 11, 2013

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When you build websites in Muse you can add Form widgets to pages to allow visitors to submit messages to a specific address via email. In previous versions of Muse, the Form widgets only worked on sites that were hosted on the Adobe Business Catalyst servers. However, this limitation has changed. You can now add Form widgets to pages that are published using third-party hosting providers.

When you upload sites to servers other than the Adobe Business Catalyst servers, there are some server requirements and best practices to consider. Keep in mind that when you publish trial sites, they are hosted on the Business Catalyst servers. Always test the content on your live site after publishing the site to other hosts to confirm that the site features continue to work as expected.

The following list answers common questions regarding Form widgets, as well as providing tips for troubleshooting issues.

What is the workflow for adding Forms widgets to sites hosted on a third-party server?

Create a new site and drag the Form widgets to the page. Follow the normal process to position the form in the site design, configure the options in the Options panel, and use the panels in Muse to style the appearance of the form within the Muse workspace. When the site is ready to go live, use the FTP Upload feature within Muse. Or use the Export HTML feature to save a copy of the entire site folder, and use a third-party FTP client to upload all of the site files to the host servers of your choosing.

Are there any server-side requirements for Muse Form widgets to work?

Yes. Your web host must support PHP, and the PHP mail service must be properly configured to send email messages. If you use the FTP Upload feature within Muse, Muse will attempt to warn you if it detects that your web host does not meet these requirements.

Are there any Form widget features that only work when a website is hosted on the Adobe Business Catalyst hosting servers?

Yes. The CAPTCHA field only works if hosting on the Adobe Business Catalyst servers. However, all the other form features work on most hosting providers that support PHP.

Do the Form widgets in Muse include logic to limit spam form submissions?

Yes. On most hosting providers, Muse forms limit the rate of form submissions from a single IP address.

When I use the FTP Upload feature to upload my site to my hosting provider, Muse displays a warning that says the Form widgets may not work. Why won't they work?

Some web hosts don't support everything Muse Form widgets need to work.

When you upload to your host using the FTP Upload feature in Muse, logic in the service attempts to determine if everything is configured properly on your host provider's servers. If not, Muse displays a warning with information about the missing requirements. You can contact your web-hosting provider and ask them to fix the configuration problem.

How can I check if my hosting provider has the required technology enabled for my website?

After uploading your Muse site containing a form, you can point your browser to your-site-address.com/scripts/form_check.php

If your website supports everything needed for Muse forms to work properly, you should see 3 green checkmarks on this page. If not, contact your hosting provider. They should be able to look at the php code for this file and determine what configuration changes need to be made on your server for Muse PHP forms to work properly.

I've uploaded my new Muse form, and tried submitting it in the browser, but I never receive an email with the form data. What's wrong?

This could be caused by a few different problems. Follow these troubleshooting steps:

    1. Check your email Inbox spam folder. Mark the form messages as non-spam.

    2. Some hosting providers refuse to send mail to an email address on a different site's domain. For example, if your website is www.example.com, but your form is configured to send email to someone@email.com, your web host provider may refuse to send the email generated by the Form widget.

Solutions:

    1. Update your form to send email messages to someone@example.com. This change may resolve the issue and allow the messages to go through.
    2. If you're hosting is GoDaddy and you're form e-mail address is to a non-GoDaddy e-mail account, you'll need to enable "remote" mail in cPanel. (A similar change may be required on other hosting providers.)
      1. Navigate to your cPanel on GoDaddy.  This is where you manage your web hosting.
      2. On the main cPanel page, scroll down to where it says ":::Email"
      3. Click on "MX entry" which is located right below "Accounts".  This is the Mail Exchanger setting.  By Default, GoDaddy assumes you will be using a GoDaddy email account.
      4. Make sure that "Remote Mail Exchanger" is turned on.

By default GoDaddy assumes you will be hosting your e-mail through GoDaddy.  If you set up an email address for your form in Muse that is not a GoDaddy hosted email address, then GoDaddy does not accept it by default. You have to give GoDaddy permission to send a form to what GoDaddy considers a "remote" email address.

    3. Some IT Departments block emails from someone@bigcompany.com to someone_else@bigcompany.com if the email message isn't sent by the standard bigcompany.com mail servers.

Try changing the form's options to add another email address (listed first), which does not end with: @bigcompany.com. This change may allow the form messages to be delivered to both email addresses.

    4. Visit http://my-site.com/scripts/form_check.php in a web browser and make sure you see all green checkmarks. If some items do not display green checkmarks that means that the hosting server is not configured correctly to allow the Form widgets to send email messages to the address you've specified.

Contact your web-hosting provider about the server configuration problem. Describe the items that are not marked as green in the form check page, so that they can help you set up the servers to use the correct settings.

If you continue to encounter issues with Form widgets that are published to third-party hosting servers, post a message on the Muse Support Forums. The Muse team reads these messages and the online community can help you resolve issues with forms.

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Jul 24, 2013

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I was wondering about the email the forms generate. I get all the green checkmarks and I also get the mail, so that all works. However, the mail contains mostly code with the info I input in the online form hiding out within the code.

Is there anyway to get the generated email to show only the info, and not all the code around it? If I get one or two mails like that, it wouldn't be a problem, but with a lot of mails it's going to be a dayjob digging through them to find the relevant information.

I have no troubles with other html mails coming in like that.

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Jul 24, 2013

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I also face the same problem... Please help!

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Adobe Employee ,
Jul 24, 2013

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Which email client(i.e. Apple Mail, Outlook, gmail in browser, etc) are you using to read the emails sent by the form?

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Jul 24, 2013

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Hi, I'm using outlook

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Jul 24, 2013

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I'm using Outlook as well.

This is a screenshot of the generated e-mail with the information I entered in the Muse-form online:

muse-form.jpg

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Adobe Employee ,
Jul 24, 2013

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Which version of Outlook, on which OS?

Thanks.

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Jul 24, 2013

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I have exactly the same problem with cristafloor. I'm using outlook 2007 and the OS is Windows 7.

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Jul 24, 2013

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ah yes, I should've added that info sorry.

I use Outlook for Mac 2011 (version 14.3.6) with Mac OSX 10.8.4 (build 12E55)

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Adobe Employee ,
Sep 30, 2013

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We've identified an incompatibility between Muse PHP forms and some unix PHP mailers. We will fix this in a future update to Muse.

In the meantime, if you're able to request a different mailer from your hosting provider, sendmail seems to work better with the current Muse PHP form code than either qmail or postfix.

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Feb 14, 2014

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Hi adobelance,

I have a question about this topic.  I am re-building a website and placing the site on a server that doesn't have php installed on it.  The IT department is concerned about installing anything to their server.  Other than getting the occasional spam email, do you know of any security risks they run by configuring php to the server.  I need them to install the php so I can run my muse forms - but they want to make sure it is safe for their server.  Any Info on this topic would be greatly appreciated! 

Thanks

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Jul 26, 2013

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I've seen this quite a bit supporting various other applications and have to make sure that what I develop does not generate emails such as the one shown above.  In all the cases that I have experience with the cause was found to be that either the outgoing settings for the email are set to send text only emails OR the recipient's email settings are set to only receive/accept text only emails.  I noticed on my Business Catalyst site that you could go into the emails that are generated by the site and change the setting for the emails being sent from text to html or vice versus.  You might try checking that you can receive html emails first, then you should check that the sending email application is set up to send html emails.

Hope that helps.

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Jul 27, 2013

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I've checked to see whether the settings in Outlook are set to receive only text mails, but I have no problems with other html-mails so I don't think that's the problem. However, my site isn't on a Business Catalyst server, it's on a server where my domain is hosted. Maybe I can find out if I can change a setting there.

Thanks, if it works I'll post it

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Jul 27, 2013

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Without knowing the exact configuration of your email system, receipt of other emails in html format may or may not indicate that your Outlook is configured correctly for emails coming in from that specific domain but I’ve used that assumption to move Outlook to the bottom of the suspect list.

The other two locations to check are with the sending server software and then in the code itself. Check that the sending account settings are configured for html at the server level. If that fails to be the culprit then take a look at the actual code. Many of the older and free versions of lightweight mail programs such as the older versions of ASPMail and Persists, have the default set to send text emails unless specific code is added to set the value to html.

If you don’t uncover the problem at the server level and you aren’t a coder or have access to one let me know. I’ve got more than 20 years writing code and debugging code others wrote and am going to have to do some troubleshooting on the Muse generated code myself to fix a few minor issues related to one of the Muse embedded forms so I can review it for potential issues while I’m in there. Just let me know.

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Jul 27, 2013

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One more thing, before you go any further in troubleshooting your issue..... try opening the email up on a PC and if you still have the same issue then try submitting the form from a PC and see if that makes any difference on how it is rendered on a Mac vs. a PC. About a month ago a client was having this same email issue. It cost one individual their job before the problem was found to be code related and specific to Mac users.

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Jul 27, 2013

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Thank you so much for taking the time to help with this

I've just asked a friend with a pc to fill out the form to see how it looks in my mail.

I only have rudimentary html-coding skills, but the other suggestions you gave are things I'll have to take some time to figure out. If I get stumped I'd like to take you up on your offer. I'll let you know how it goes!

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Sep 30, 2013

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I am having a huge problem with forms in Muse. I have used them on two sites now and only some of the emails are reaching my / my clients inbox. I have all three ticks as you can see http://clearview-sealed-units.com/scripts/form_check.php

I know that my hosting provider (Heart Internet) is set up to handle the requirements. Can someone Please help me!

Many Thanks

Dan

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