[VA] Troubleshooting Emails Not Received by Recipients

TIP: Be sure to have the recipient verify that the Viewpoint email was not redirected to their Junk/Spam mailbox. 

Email messages are sent out of Viewpoint in a variety of ways. It can be a PM Create and Send document, a Notifier, or a link to a record. How you send the email can vary some of the troubleshooting steps, but the basic process is the same. This article will show you how to troubleshoot why your recipients did not receive their email.

VA Message Archive - If you KNOW that you sent out an email, but your recipient says they didn't get it, the VA Message Archive is the first place to look.

1. Open VA Message Archive.

2. Click on the 'Grid' tab.

3. Scroll all the way to the bottom. This where the newest emails are.

   If the message failed, there will be a failure date and an error. Here's how to handle these:

   Exception: Mailbox unavailable...Relaying Denied - This error is caused because the email server is not set up to relay messages Contact your IT Department to fix this.

   Exception: The specified string is not in the form required for an e-mail address.

   This error is caused by a couple of things:

   1. If you sent this via PM Create & Send, the email address of the recipient is likely not formatted correctly. Double check their PM Firm Contacts record and re-send the email.

   2. If the email was sent via Notifier, then there is likely a "hanging" semicolon in either the 'To' or 'Cc' field on the Email tab in WF Notifier Job Manager

You Have Exceeded Mailbox Size Limits or Server Size Limits - The size of your email exceeds the size allows for your mailbox, or your server. Either reduce the size of your attachments, or break it up into multiple emails.

Distribution Audit (PM Create & Send) - If your email does not appear in VA Message Archive, then an email was never created. If that's the case, click on the Distribution Audit button from the record that you sent the email from. The Icon is in the taskbar: .

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1. Click on the Info tab. If the document was emailed, there will be a checkbox in the "Document" emailed box. If the email did not make it to VA Message Archive, then this box is probably not checked.

   

2. Close the Distribution Audit window and go to the Distribution tab for the same record that you sent the email from. Verify that the preferred method is email. In this example, the preferred method was set to "Print," so an email was not sent, per the Distribution Audit record above.

   

3. Change the preferred method to Email, and re-send the document.

NOTE: If your first contact on the distribution has a Send type of "To," but a preferred method of "Print," and your other contacts have a preferred method of "Email," but have the send type as "CC," they will not receive an email, because the "To" contact is print. You'll have to change those contacts to have a Send Type of "To" and then re-send the document.

For Notifier Specific fails:

Notify By
Use this field to select by default how the user will receive notifications generated by Notifier. For example if you use the Process Workflow feature and the user is an approver, this is how the user will receive a notification that they have a document to review.

• 0-Email – Select this option if the user should receive an email message..
• 1-VP Message – Select this option if the user should receive a VP message that can be viewed using the VA Messages form.