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Inbound and Outbound Email Issues


INBOUND E-Mail Issues: E-Mail Not Received By Sender

Explanation of Problem:

Customer is complaining about emails which they sent to a specific email address, or all emails the sender sent to anyone at a specific domain, is not receiving the email messages.

Steps to Follow to Get to the Resolution:

  • Is anyone else experiencing this issue?
    • Yes – Widespread email issue. Notify technical support.
    • No - Did the sender receive any type of undeliverable message?
      • Yes --> The message will inform you of exactly what the issue is. Perform a web search against the code in the undeliverable message email the for the root cause.
      • No --> Was the email held in the recipient's spam filter?
        • Yes --> Email found. Add the domain of the sender to the Spam Filter safe list, move the email to the inbox. Close ticket.
        • No --> Is the email in the recipient's Junk Mail folder?
          • Yes --> Email found. Add the sender's email address to the Junk Mail safe list, move the email to the inbox. Close ticket.
          • No --> Can the sender send an email to anyone else at that domain?
            • Yes --> The sender is typing an incorrect email address or the old email address is saved in cache somewhere.
            • No --> The sender's own spam filter may be blocking the email or there is a DNS or networking issue on the Sender's end. This is out of the control of the Recipient's IT department.

Troubleshooting Workflow - Inbound email not recieved by sender


OUTBOUND E-Mail Issues: Email Not Sent To Recipient

Explanation of Problem:

Customer is complaining about emails which they sent to a specific email address, or all emails the sender sent to anyone at a specific domain, is not receiving the email messages.

Steps to Follow to Get to the Resolution:

  • Is anyone else experiencing this issue?
    • Yes --> Widespread email issue. Notify technical support.
    • No --> Did the recipient receive any type of undeliverable message?
      • Yes --> The message will inform you of exactly what the issue is. Perform a web search against the code in the undeliverable message email for the root cause if the error description is not clear.
      • No --> Did the sender receive any type of undeliverable message?
        • Yes --> The message will inform you of exactly what the issue is. Perform a web search against the code in the undeliverable message email for the root cause if the error description is not clear .
        • No --> Is the email sitting in the Outbox?
          • Yes --> Follow email application troubleshooting process.
          • No --> Can the sender send an email to anyone else at that domain?
            • Yes --> The sender is typing an incorrect email address, or has an old email address saved somewhere. Manually type the email address in the TO field.
            • No --> The recipient's spam filter is blocking email from the sender's domain. Contact the recipient's IT support to resolve the issue.

Troubleshooting Workflow - Outbound email not sent to recipient


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