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 senderTroubleshooting Workflow ...il 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 recipientTroubleshooting Workflow ...ail not sent to recipient
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