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- 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.
- Check the email size including attachments (you can see attachments in Submission Details View). The frevvo Cloud server limits email attachment size to 25MB and the total email size to 30 MB. If your uploads or mapped PDFs are larger than this, the email will fail to send.
- 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.