In this article we will troubleshoot the 4 primary reasons an Automated Report suddenly stops being received by your customer and what steps need to be taken by whom so that they successfully receive their Automated Reports again.
- The Customer "Unsubscribed"
- Internal Company Spam/Filter/Firewall Changes
- Third Party White Listing Changes
- Suppression Lists
The Customer Unsubscribed
Third party white listing protocols require that there be an unsubscribe link option when receiving automated emails.
If your client will unwittingly clicked the unsubscribe link, and then accidentally verified it, they will no longer receive the automated reports.
When this happens, a System Admin can “re-Subscribe” them to receive the Automated Reports by going into their Edit User set up and checking the “Allow Emails” box.
Internal Company Spam/Filter/Firewall Changes
Changes to firewall protocols made by a customer's IT Department, or email host, can affect email delivery immediately.
NOTE: Updating and changing firewall protocols is a common occurrence with all email systems. This is because there are so many ever-changing restrictions put in place to protect customers from unsolicited emails.
If the customer’s IT Department or email host suddenly changed their firewall protocols, the only resolution may be for you or your client to contact their email host to white-list and allow the delivery of their Automated Reports and any Alert Notifications again.
If this is the case, Silvertrac can assist by running a “Bounce Report” that will enable you to share specifically what triggered the email interruption.
Additionally, Silvertrac has provided a standard response email / request email you may attach to the Bounce Report, to help speed up the process of resolving an undelivered email issue.
Standard White Listing Request Email:
Hello, IT or email host provider,
Please ensure the following addresses are added to the Safe Senders "White-listing" list in your spam filtering service:
Silvertrac IP Address is: 18.104.22.168
Also, please ensure there are no rules set up to inhibit the emails. This is sometimes identified by our end as a "Customer Policy Issue"
We have seen issues in some mail servers when the reply is different than the from, it can be rejected.
Thank you for your assistance.
Third Party White Listing Changes
This is a less common issue because third party white listing agencies don’t tend to change protocols as often.
Silvertrac can run a “Bounce Report” to discover if this is a cause of a customer not receiving their automated reports and resolve it with them.
In some cases you may not become aware of a customers failed Automated Report emails for several days or longer.
If too many failed email delivery attempts are made the Silvertrac, or third party, white listing domains can end up on a suppression list(s).
Depending on the server(s) that has suppressed it, the email will need to be manually taken off the suppression list(s) by:
(1) the Customer's IT department/Email Host
(2) by Silvertrac (Your Customer Success Manager or Tech Support)
(3) by Both (IT Department/Email Host and Silvertrac)
Once confirmed by the customer's IT Department/Email Host that they white-listed all the domains and IP Address, please contact your Customer Success Manager or Tech Support with the email address.
Silvertrac can then check make sure the recipient's email is deleted from any Silvertrac suppression lists as well.
NOTE: searching "Whitelist" "Whitelisted" or "Whitelisting" may not produce a desired result. Always hyphenate or spell out White List for the best results.