Indico E-Mails not received by everyone

1

Dear Indico-Team,

We have been informed that a few of our guests are not receiving the Indico emails. At first, we thought it might be due to their institutions, but the guests in question are from different institutions and countries (China, Belgium, USA). They have also checked their spam folders and were unable to find the email.

There are always guests who show up at check-in before us and don’t know they’ve received a ticket. That’s why I suspect this problem has been going on for some time. For the current event, however, people have now reached out directly after hearing from others that an informational email had been sent.

Is there a setting we can adjust to help reduce this problem in the future?

2

It would be best to check with your mail admins who should be able to check if there is any issue blocking the outgoing mails on your side. FWIW on the Indico side you can check the event logs, if there is a little green envelope next to the log entry, it means the mail was successfully passed to your mail server.

If that does not help, then the recipients should maybe check with their admins (if it’s a corporate email and not a personal one) in case anything blocked it there…

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3

Thank you! After checking everything on our side, it looks like the issue is on the recipient’s side.

4

Hello,

It seems we’re having the same problem. After reaching out to people outside our organization, we’re still having issues. Emails aren’t sending; I tested this using an internal address that shouldn’t be blocked and a personal Gmail address. The emails still aren’t sending. Do you have any more information?

v3.3.12

Best,

Camille

5

The way to debug this kind of issue is checking first Indico and then mail server logs. There must be a trace somewhere. First check the indico logfile that it’s correctly passed to (and accepted by) the SMTP server configured in Indico.

Then check (ir have your mail admins check) the logs of that SMTP server. And if you cannot find any issues there, then checking e.g. the spam folder on the recipient’s end may be worth a try…

6

The problem was that the email server used by Indico was not listed in the corresponding DNS record. The emails were sent successfully by Indico, but some receiving mail servers rejected them because the sending server was not authorized in the DNS record.

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