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Email Troubleshooting
If users are not receiving emails as expected, follow these tips to identify and resolve the issue.
- Ensure the email was correctly formatted and the workflow sent it. You can often determine this by looking at the Audit Trail to see which user/role/email a task was assigned to, the submission XML to see the email value in a templatized field, or the workflow itself if emails are hard-coded in Task Notifications, Activity Doc Actions or Doc Actions. For example, if a workflow has not been completely submitted, the Document Action email has not been sent yet.
- Check that the user has email notifications turned on.
- Check the user's spam/junk folder. Cloud customers, refer to Whitelisting Emails from frevvo Cloud Tenants.
- For LDAP and SAML security managers, ensure the user exists in frevvo (and, if the task assignment is to a role, that they have the correct role(s)). User IDs are case-sensitive.
- On Premise customers can check frevvo logs and email server logs to see if, when and to what address emails were sent. Cloud customers may contact support@frevvo.com if this level of investigation is required.