In some rare cases, emails stop being received by the user.
Typically, it is for one of the following reasons:
- The alert/report we are expecting to receive was not actually generated by TG in the first place, so there was no email to send
- Organisation Email Send Limit has been reached
- Users mailbox bounced the email
If emails such as alerts or scheduled reports are not being received by certain/all users - the following steps can be taken to help correct the issue.
Troubleshooting tips:
1. Check the Alert/Report was actually generated
For alerts - go to History -> Asset Timeline. If the alert was generated, it will appear in the timeline. If it does not - check the conditions on the alert are correct, and whether they actually occurred via the asset's Telemetry.
For reports - go to Reports -> Scheduled Report Logs. (The Scheduled Report Logs permission is required on your user account). A list of generated reports is shown - if there are any errors - they will be indicated. This shows that the error is with the report generation rather than emails specifically.
2. Check the email was sent.
The Admin -> Organisation Messages view will display a history of all notifications that were sent via Email, SMS or Webhook. It requires either the Organisation Manage or Organisation View permission. As it requires these permissions - currently it should only be enabled for partners and not end customers - as all of a partner's organisations can be viewed with these permissions.
This menu has the following features:
- Filter by specific entry in the address book
- Filter between Mobile App, Email, SMS or API notifications
- If a specific user is set in (1) - you can check the Mail Deliverability
If the user is on a bounce list - there will be a button Remove From Suppression List - click this to remove them from the list. - The current number of notifications vs the limit set up for the organisation is shown. Edit the Organisation to increase this value - it simply needs to be set to a sensible value to provide a backstop - such that any misconfigured alerts that generate thousands of emails will eventually be cut off when many are generated.
- Success (as reported from Sendgrid)
A note on "Success"
When an alert/report is generated in TG - and an email must be sent - TG sends the required information off to it's mail server provider - Sendgrid - which handles the email processing - and responds back saying whether it was successful or not. So in general this indicates success - but in rare cases this may be lying - as it does not indicate the email completely reached it's end destination - just that Sendgrid responded saying everything is OK.
3. Check Email Limits:
Emails by default are limited to 5000 per month. This is not a set number, but is only capped as a precaution to avoid any misconfigured alerts potentially generating many thousands of emails.
If emails are not being sent due to the limit being reached, this will be obvious in the Organisation Messages view.
You can change the email cap to any number you prefer from Admin->Organisation Manage->Organisations->Edit
Pick something that makes sense for the number of assets your organisation has, and the number of alerts that are sent.
However, if you are sending 10s of 1000s of email alerts each month, perhaps your alerts should be reconsidered. Alerts are best used to report exceptions, not day to day events. Maybe schedule a daily report.
4. Check Email Address is correct and sending test emails.
Check that the email address is correct in the Address Book. The Address is accessible from the Dashboard, or Admin >> Address Book.
A test email can be sent to the user via the "Test" button in the Address Book edit dialogue.
5. Run a Scheduled Report Failures Report
If you have a few scheduled reports setup and suspect any are not being delivered, you can run the Scheduled Report Failure report. This report will list all the scheduled report that was not sent after multiple attempts.