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email delivery problem

Geoffrey Leach
Sophomore

email delivery problem

My medical provider has an interface that mediates between provider and client. It is, as you might immagine, behind a firewall. When a provider sends a message to a client, the system sends a "You have mail" email to the client, using regular email protocols.

 

My issue is that much of the time the email that they are supposed to send does not appear in my HughesNet mailbox.

 

Wonderful opportunity for finger pointing?

 

In response to my request for a log, this is what I received:

 

You can let your email provider know that our email notifications are sent from the following email address: MYCHART.SUPPORT@UCDMC.UCDAVIS.EDU The SMTP response codes for the emails sent to your email address indicate that the messages are being successfully delivered from our system to their recipient email server. The most recent email message sent to you was on 10/22/20 at 5:25 pm Pacific time.

 

Is it possible to use this data to determine what might have happened? FWIW, I clear my mailbox hourly and delete messages once they are downloaded. The referenced email is not in my trash folder.

1 ACCEPTED SOLUTION

Accepted Solutions
Liz
Moderator
Moderator

Re: email delivery problem

Hi Geoffrey,

 

Thank you for your patience while we worked on this. The e-mail admins made some adjustments on our side which will hopefully allow these e-mail notifications to get to you. Please let me know whenever one of these e-mails arrive.

 

Thanks,

Liz

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

View solution in original post

22 REPLIES 22
Liz
Moderator
Moderator

Re: email delivery problem

Good morning Geoffrey,

 

Thank you for this information, it helps. Our e-mail admins investigated and found spam imprints for the sender. If possible, please privately message me an example of one of the e-mails so our admins can see what's triggering our spam detector.

 

Thanks,

Liz

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

Liz
Moderator
Moderator

Re: email delivery problem

Hi Geoffrey,

 

Got your PM, this is perfect. I've sent it over to our e-mail admins. I'll post back once I have any news or additional questions for you.

 

Your cooperation, patience, and understanding are much appreciated.

 

Thanks,

Liz

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

Liz
Moderator
Moderator

Re: email delivery problem

Hi Geoffrey,

 

Can you please fwd me another example e-mail, this time forwarding to communitysupport@hughes.com? With a copy of the e-mail, our admins should have the full picture for analysis. 

 

Please let me know here once you've fwd'd to that e-mail so I can check.

 

Thanks,

Liz

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

Geoffrey Leach
Sophomore

Re: email delivery problem

Any progress on a resolution?

Geoffrey Leach
Sophomore

Re: email delivery problem

Liz,

 

Sorry, I don't understand. Which email are you asking me to forward?

Liz
Moderator
Moderator

Re: email delivery problem

Good morning Geoffrey,

 

The e-mail admins would like another example of the e-mails if possible. Based on what you sent me last time, our e-mail admins investigated and found spam imprints for the sender. Another example of one of the e-mails may help our admins see what's triggering our spam detector.

 

-Liz

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

Liz
Moderator
Moderator

Re: email delivery problem

Got it, Geoffrey, thanks! I've sent these over to the e-mail admins for analysis. I'll post back once I have any news.

 

-Liz

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

Liz
Moderator
Moderator

Re: email delivery problem

Good morning Geoffrey,

 

Thank you for your patience while your e-mail admins reviewed your latest e-mail examples. I've PMed you with their suggestions for the sender to prevent these e-mail notifications from being flagged.

 

-Liz

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

Geoffrey Leach
Sophomore

Re: email delivery problem

PM has been forwarded to MyChart tech support. Thanks.