Email delivery issues are caused by user complaints and bounces. A complaint occurs when a user clicks the "mark as spam" button in the email client. A bounce indicates an email delivery failure as reported by the intended recipient's Internet Service Provider (ISP) or mail provider. Depending on the type of issue, Higher Logic may block future delivery attempts to a specific email address.
Addressing Simple Causes of Non-delivery
Often email delivery issues require simple troubleshooting. Resolving the issue begins with diagnosing the underlying problem.
1) Verify the email address is correct and not otherwise disabled
- Verify the primary email address on the user's Profile page is correct.
- Verify the user has not opted-out of receiving messages on the "My Privacy Settings" page linked to their Profile.
- Verify the subscription level on the "My Subscriptions" page. Also verify the user has not inputted a unique email address for the Discussion in question.
2) Ask the user to check their spam folder
If Discussions posts are there the user need only indicate he or she wishes to receive messages from this address. Direct them to select the "this is not spam" option on that message or otherwise approve the sender.
Optimally, a user with a mail issue can resolve the issue themselves. The Settings page's Email area allows updates users with issues for the email address utilized within the Higher Logic website. Users with a problem are provided with general context as to its cause and are provided with a resolution path which will include instructions to "contact an administrator" when necessary.
Automated Issue Notifications for Admins
Email send failures result in bounces and other indications of problems sent to Higher Logic. These issues can be reported to client administrators through email notifications configured within CCAdmin. The Email Delivery Notifications page in the CCAdmin Configuration area provides an interface for establishing the times and recipients of problem notifications. It is strongly encouraged that this page be configured to alert an administrator of issues with individual email addresses. Upon receipt of an issue alert an admin can use the Email Delivery Management page of CCAdmin to address the problems identified.
Email Delivery Management Tools
The following table explains the use of the Email Delivery Management Page for advanced troubleshooting.
|Issue Type||Is Delivery Blocked?||Actions Allowed|
|Complaint||Yes||You may view additional details and the email which caused the complaint. You may remove the block to resume delivery. You should only do this after communicating with the recipient to make sure they wish to receive email from your organization.|
|Permanent||Yes||You may view additional details and the email which caused the bounce if it is within the last 14 days. You may remove the block for sub-types of "Hold" to resume delivery. You should only do this after communicating with the recipient to make sure prior delivery issues have been resolved. For all other sub-types you may open a support case if you have researched the issue and believe that the permanent block is in error. You will need to indicate supporting details when creating the support case.|
|Transient||No||You may view additional details and the email which caused the bounce if it is within the last 14 days.|
|Undetermined||No||You may view additional details and the email which caused the bounce if it is within the last 14 days.|
Users will not receive mail if the reason the underlying issues causing non-delivery are not addressed. Reach out to such users and confirm that the email address for them is correct and that their inbox is functioning. If there are no problems there, request that they have their IT department whitelist the following domain and IP addresses:
This will resolve issues resuting from improper spam marking and similar causes. For more information about whitelisting, see http://en.wikipedia.org/wiki/Whitelist