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Daily Emails Are Not Received

Alexandr Oliynyk
  • Updated

Overview

You may not have received the mail today for the counts. This means you haven't received daily brief emails for the channels to which you are subscribed.

This issue may happen when:

  • Your account has been deactivated.
  • You are not subscribed to at least one email type.
  • There is a service interruption and emails are not sent by FirstRain servers.

 

Solution

  1. Log in to the FirstRain app.
    If you cannot log in as your account is inactive, refer to the article Error: "Your FirstRain account is inactive".
  2. Check if you are subscribed to at least one email type.
  3. Check the spam folder. 
    • If you have active subscriptions, check if FirstRain emails were delivered to your Spam folder.
  4. If they are not in the spam folder, please check with your IT team if any emails from the @firstrain.com domain were blocked. And if this is not the case, submit a request to our Support team to investigate why emails are not being sent.

<supportagent>

  1. Check the Email Dashboard (VPN required) to see if the number of sent daily emails has decreased, meaning that multiple customers are affected. If the number of emails decreased - proceed to step 4. Otherwise, investigate further.
  2. Double-check if emails are enabled for the user's account:
    1. From FirstRain, open the Administration section.

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    2. Find the required user and make sure that the user's Status is Active.
      If it is inactive, refer to the article Error: "Your FirstRain account is inactive".
    3. Click Manage in app.

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    4. Check that the user is subscribed to at least one email type and note down the channel names for which the user is subscribed.
  3. Check if the emails for the corresponding channels were sent to the user - open the Email Reports tool (VPN required) and search for the records with the user's email.

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  4. Elevate the case to the SaaS team, including the users for which emails were not delivered; if numerous users are affected according to the Email Dashboard, a Jira ticket should be created as a Showstopper.
    Note: If the emails were sent but not received by the user, you should still elevate the case to the SaaS team to investigate the issue (e.g., the user might have been added to the Rejected/Bounce list by mistake). Additionally, ask the user to check with their IT team if any emails from the @firstrain.com domain were blocked.

    (You may also share the following information with the customer)

    Relevant information about FirstRain Email Delivery System from the development team:

    • We are no longer using an allow-list and a block-list for email schedules.
    • We have an automated task running periodically to check emails validity.
    • If an email reports a "hard bounce" (an invalid Email), we'll be marking it as "inactive".
    • If the email is no longer reporting a "hard bounce" when the task runs again (meaning the issue was fixed), it is back to "active" automatically.
    • There are other types of bounces caused by regular events (ex. a mailbox is full, mail server outage), these events will only be logged and no action will be taken. We are only taking action against hard bouncing emails.

    If after investigation, the valid customer emails are in FirstRain's Inactive Email List, recommend to the customer the following:

    Please reach out to your internal IT Department to investigate why these emails are being reported as invalid from your mail server with errors: Error Code: "smtp; 550 5.1.1 User Unknown"
    The process to validate emails is automated based on server responses and we're not able to take action for the users until their emails are no longer responding with the above error when the task runs to check emails validity.
  5. If the customer asks for the data to be sent manually on a daily basis until the SaaS team resolves the issue, escalate the ticket to the PS team and they will take care of it.

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