Emails Not Being Sent
This is a complex issue. There are several steps in sending email, and a failure in any one of those steps can result in your message not arriving.
While this guide can't resolve any-and-all issues, we can walk you through some of the basic steps.
Check SMTP Settings and Connectivity
Double-check your SMTP settings to ensure they are correct.
You might also want to ping the mail server to see if you can access it (although this isn't a guaranteed test - some firewalls don't allow 'ping' messages through).
Check the Logs
Check the transmission log for your email. This will be in the report folder, named transmission_title.log.
This will show you any errors from the SMTP server during transmission.
Keep File Size Manageable
Many mail servers have a maximum total size for your message. This means that large report bundles might simply fail to send.
If your file size is approaching the maximum size your email server allows, consider splitting the reports into two bundles, or see if it's possible for your email server to ignore size limits for the user ARDI is sending as.
Minimise the Number of Recipients
The reporting addon sends each recipient their own direct email message. Tn some cases, a large number of similar, automated emails might trigger the SPAM filter on your mail system, which can result in emails getting lost.
To avoid this, we suggest you distribute your reports through a distribution group or shared mailbox rather than sending to each person individually.
Rather than sending email to twenty people, it sends email to one - when then distributes the message to everyone who needs it.
This means that…
- Overall reporting speed increases, since fewer messages are sent,
- Users automatically get access to reports when they join teams/groups,
- Managers, supervisors etc can maintain their own email distribution lists,
- ARDI administrators don't need to be involved when people join, move, leave or change names
Check with IT
If the log shows that the emails are reaching the SMTP server (or being rejected by the SMTP server), then the problem probably lies inside your email system - there could be routing, security, policy or other issues preventing the message from being delivered correctly.