Troubleshooting Email Problems in the Operations App

Problem

Customers not receiving emails.

Solutions

1. Check that the correct email address was entered.

2. Review the Error logs in the Mail Manager. 

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3. Make sure you are not using a mail relay or settings that will cause your emails to be blocked as spam.

   • If you are a Cloud customer, make sure that you do not have 10.17.52.131 showing as your Host in the Outbound Email section of the Mail Settings Properties. See Mail Manager.

   • If you are using an email server within your organization (rather than an email provider), your IT department or provider will want to verify that Reverse DNS has been configured correctly. See Customers not receiving your emails? Could be due to reverse DNS.

4. Even if you have all of your mail settings set correctly, sometimes spam blockers will still misidentify your email as spam. Ask the intended recipient to verify that your email is not in a spam quarantine or have them look into whitelisting your domain or email address. He or she may need to contact their own IT department or provider to accomplish this.

5. Message formats may not be configured correctly. Return email addresses are required.