[VA] Troubleshooting Emails Not Received by Recipients

Tip: Ask the recipient to check their Junk/Spam folder first.

Steps:

1. Check VA Message Archive:

   • Open VA Message Archive → Grid tab → scroll to the bottom for the newest emails.

   • If a message failed, note the error:

     • Mailbox unavailable / Relaying Denied: Contact IT.

     • Invalid email address:

       • PM Create & Send: Check recipient’s PM Firm Contacts record.

       • Notifier: Check for extra semicolons in the ‘To’ or ‘Cc’ fields.

     • Exceeded mailbox/server size: Reduce attachment size or split into multiple emails.

2. Distribution Audit (PM Create & Send):

   • If the email isn’t in VA Message Archive, it wasn’t created.

   • Open Distribution Audit from the record:

     • Info tab: Check if “Document emailed” is checked.

     • If not, go to Distribution tab and confirm the preferred method is Email.

     • Re-send the document after updating.

3. Preferred Method vs. Send Type:

   • If the first contact is “To” but set to Print, other CC contacts with Email won’t receive it.

   • Change contacts to Send Type: To and re-send.

4. Notifier-Specific Settings:

   • Notify By determines how users get notifications:

     • 0 – Email: User receives an email.

     • 1 – VP Message: User receives a message in VA Messages.