How are you all troubleshooting when recipients ar...
# generalp
pen one
10/19/2023, 8:06 PMHow are you all troubleshooting when recipients are not receiving emails sent from Netsuite? I checked the Undelivered Mail and those emails are not there but the recipient insists they never received it.
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Pete Kastner
10/19/2023, 8:12 PMthat's very rare, are you able to reproduce it? check spam folder on there end
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pen one
10/19/2023, 8:13 PMi asked about their spam folder and they insist it is not there. i sent tests out right now to the same group of emails and added a coworker so they can confirm receipt as well.
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Sam-I-Am
10/19/2023, 8:21 PMdo have SPF and DKIM setup on your netsuite instance?
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pen one
10/19/2023, 8:23 PMwe do. we have sent hundreds if not thousands of emails in the past 3 years with minimal issues so i know that is working fine.
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MGBC
10/19/2023, 8:25 PMDid you check the sent email list to ensure it was sent and what email it was sent to?
MGBC
10/19/2023, 8:27 PMSearch “page: sent email” in the global search
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Pete Kastner
10/19/2023, 8:28 PMdo you have DMARC setup to send a daily report? https://dmarcian.com/dmarc-inspector/
Pete Kastner
10/19/2023, 8:29 PMp
pen one
10/19/2023, 8:38 PMconfirmed sent in netsuite. did not know about the dmarc record checker so will try that.
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Tanner Harmer
10/19/2023, 8:45 PMI've seen issues in the past with gmail not receiving automated mail due to a period in the address.
Tanner Harmer
10/19/2023, 8:49 PMFor instance pen.one@gmail.com and penone@gmail.com would go to the same place, but depending on the sender and method it might not send if the period is in the version you have but not the actual email address, or vice versa. Or some other similar issue. Ensure the email they gave you is exactly what's in the originial and rule that out
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pen one
10/19/2023, 8:50 PMthanks for that. not a gmail address but this is good to know.
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MGBC
10/19/2023, 9:48 PMAnd it didn't get sent to their SPAM?
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pen one
10/19/2023, 9:49 PMThey tell me no but I am starting to think they are full of shit.
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MGBC
10/19/2023, 9:50 PMYes 99% of the time that is the case. If you can prove that it was sent, using the Sent Emails list, then most likely they have a filter or your email provider automatically spammed it. If you have Outlook I've seen it many times were all the sudden NetSuite emails get spammed for no apparent reason