Email Issues
This section is for common issues that you may encounter regarding Emails on the system.
Please note: The E-mail Subject Character limit is 267, if it exceeds, an error “Unable to send emails, please try again” - will show.
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 will only be included, if the email is resent within 28 days. This is because attachments on communications are stored on your host server for 28 days, then they are purged, this is to help with performance of your platform. Forwarding an email that had an attachment originally after 28 days will not include any attachments, this includes sign in sheets, registers and any other documents.
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.
We have a 20480 KB limit on attachments, so you can also check the size of the email attachments as this could be causing the emails not to send.
Trainers/Teachers/Admins can't view confirmations
If you have Trainers/Teachers/Admins who cannot see their own confirmations, and can only see a permission denied message that prevents them from accepting or declining the offer, please see below:
There is a specific role you need to give to Trainers/Teachers/Admins if you want then to view their email confirmations on the Confirmations section.
The steps are as follows:
Find the user that is also a trainer resource via the Users DataGrid
Select the users Roles (not Job Roles)
Add the role: AP-EML-LOG-V (View Email Logs)
Don’t limit this role to any Account or Account Group
This user now has full access to the email logs and can view their own confirmations. Just remember that if these users get sent a direct link to the email logs, they will be able to view ALL emails.
Why is the email formatting not displaying correctly?
Click here to view a flowchart to help you diagnose this problem.
