Forum Discussion

dsheridanIrl's avatar
dsheridanIrl
New Member
29 days ago

Email Notifications - Bounced Address

Hi,

We are experiencing an issue when support users are not receiving emails then an issue are created or updated. This is affecting users on different email domains including our own office. When we check the activity logs it shows the address as "bounced" and/or  "error dialing remote address:" 

As this is happening to multiple clients is it not a issue with the client email system.

Does anyone  know what could be causing this?

 

Regards,

Denis Sheridan

 

  • dsheridanIrl Thank you, we located your email on our internal bounce list from September 24th and removed it. It was added to the list because we received an "recipient not found'" error when we tried to deliver an email to you on that day. 

     

    Could you please click on my community Profile and send me a message with some example email addresses for users outside of your domain who are also not receiving email notifications, and if you have a recent ticket from the last 7 days where some or all did not receive a email that would be useful as well.

     

  • GlennD's avatar
    GlennD
    GoTo Manager

    dsheridanIrl we are seeing all email sent to your email address as delivered successfully, so I will consider this issue resolved.

  • GlennD's avatar
    GlennD
    GoTo Manager

    dsheridanIrl Thank you, we located your email on our internal bounce list from September 24th and removed it. It was added to the list because we received an "recipient not found'" error when we tried to deliver an email to you on that day. 

     

    Could you please click on my community Profile and send me a message with some example email addresses for users outside of your domain who are also not receiving email notifications, and if you have a recent ticket from the last 7 days where some or all did not receive a email that would be useful as well.

     

  • This has happened on and off to myself and other clients but I haven had any email since 24 sep.

  • GlennD's avatar
    GlennD
    GoTo Manager

    Hi dsheridanIrl, welcome to the community.

     

    I am not aware of any service issues currently, but I am checking with support. Did the affected users successfully receive Service Desk emails previously?