This section is for common issues that you may encounter regarding Emails on the system.
When I resend an email, why is the attachment not also re-sent ?
When you re-send emails from the Communications or Email Logs DataGrid, the attachments are not always re-sent. This is because attachments on communications are only stored on the system for two weeks.
A User is not receiving emails when sent from the system?
The first step is to double-check the the User's email address on the system is correct with your own record, making sure there are no spaces included. If the email address matches then the next step is to find the email in the Communications DataGrid.
If the email is in this DataGrid then the next step is to check the Email Logs to check whether the email has been sent successfully, and the Email Logs can be found in the Administration area of the system.
If you can see the email in the Email Logs then the email has been sent from our system, and the issue may be with the User's email address or domain. You can retest whether this is User-specific by re-sending this email to your own personal email address and checking if it's received as expected.
If so, then the User should check the email policy for their email account and whether the email has been quarantined by their own policy.
For more information on preventing emails from being sent to junk/spam folders, please click here.
Why is the email formatting not displaying correctly?
Click here to view a flowchart to help you diagnose this problem.
