Forum Discussion

GabeU's avatar
GabeU
Distinguished Professor IV
5 years ago

Community notification emails have stopped.

The last Community notification email I received was at 5:40PM EST yesterday.  Since then, there have been many replies and such that have prompted notifications within the Community itself, but no e...
Performance
  • Liz's avatar
    Liz
    4 years ago

    Good morning folks,

     

    Thank you for your patience while we continue to investigate. While we currently can resolve this issue as it pops up on a user by user basis, we're still working on pinpointing the root cause of this forum notification issue to apply a permanent and universal solution. I'll keep this thread updated on news as we get it.

     

    If you notice your e-mail notifications not arriving when you should be receiving them, please let me know ASAP; posting in here is fine. Include the approximate date and time of the notification received in the community that didn't arrive as an e-mail notification.

     

    Your cooperation, patience, and understanding are much appreciated.

     

    Thanks,

    Liz

Liz's avatar
Liz
Moderator

Ah, I see your email. The e-mail admins would like the header for the email. You may have to check in the email properties or expand something at the top of the email to view the full header. They're more interested in the info in the headers than the body of the email, so doesn't matter from where you send it. I hope that made sense.

 

-Liz

GabeU's avatar
GabeU
Distinguished Professor IV
5 years ago

Liz 

 

Okay.  Sorry, I'm not very versed in this stuff.  I'll grab the header from the MSN forwarded copy and send it to the same address.  

 

Edit:  Sent.  It didn't keep the same format when I pasted it, so I hope they can get the information needed.

  • maratsade's avatar
    maratsade
    Distinguished Professor IV
    4 years ago

    Some notifications are now coming through, though not all. 

  • GabeU's avatar
    GabeU
    Distinguished Professor IV
    4 years ago

    Amanda 

     

    Yep!  As of this evening, both automatic forwarding from hughes to MSN and direct emails from hughes to MSN are working.  🙂

     

    Now, if there were only some Community Notifications to forward.  😁

  • maratsade's avatar
    maratsade
    Distinguished Professor IV
    4 years ago

    Notifications are still not working for me.  Last one I got was Dec 15. 

  • Liz's avatar
    Liz
    Moderator
    4 years ago

    Good morning folks,

     

    Thank you for your patience while we continue to investigate. While we currently can resolve this issue as it pops up on a user by user basis, we're still working on pinpointing the root cause of this forum notification issue to apply a permanent and universal solution. I'll keep this thread updated on news as we get it.

     

    If you notice your e-mail notifications not arriving when you should be receiving them, please let me know ASAP; posting in here is fine. Include the approximate date and time of the notification received in the community that didn't arrive as an e-mail notification.

     

    Your cooperation, patience, and understanding are much appreciated.

     

    Thanks,

    Liz

  • Liz's avatar
    Liz
    Moderator
    5 years ago

    Hi Gabe,

     

    Thank you for letting me know. The e-mail admins confirmed that MSN is blocking e-mails from your IP at the moment and they've reached out to them to address this. I'll keep you posted.

     

    -Liz

  • Liz's avatar
    Liz
    Moderator
    5 years ago

    Gotcha. I met with some of the e-mail folks today for our now weekly check-in. Simply put, forwarded e-mail take a different path than direct e-mail and thus would refer to a different IP address. 

     

    They're still working on this block, so I'll keep you posted.

     

    -Liz

  • Liz's avatar
    Liz
    Moderator
    5 years ago

    Thanks Gabe! Looks like the notifications also stopped going to maratsade. We're working on this; I'll keep you both updated.

     

    -Liz

  • Liz's avatar
    Liz
    Moderator
    5 years ago

    Thanks Gabe, so it seems it's mostly working, but a couple of emails (one fwd, one direct) haven't arrived yet. I'll relay this to the e-mail admins.

     

    -Liz

  • Amanda's avatar
    Amanda
    Moderator
    5 years ago

    Hi Gabe

     

    I checked in with the email team yesterday and learned the following - my apologies if Liz has already explained some or all of this:

     

    Our email provider was able to reproduce this issue and confirmed they can manually resolve these instances. However, they did say they would prefer to roll out a permanent fix rather than handling these one by one (which doesn't solve the problem as a whole). I do not have an ETA to give you on when that fix will be out, since it doesn't seem that they've developed the fix itself yet. In any case, I think it is at least notable they've reproduced it, which (if they can't) is 99% of the reason we cannot progress to solutions. 

     

    Hope you are well

     

    Amanda

  • Liz's avatar
    Liz
    Moderator
    4 years ago

    :o 

     

     

    Well that's good! We're having a meeting today that touches on this topic, so I expect an update on what happened.

     

    -Liz