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Troubleshoot email delivery issues

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Email delivery issues can be frustrating and can hinder effective communication. If you’re experiencing problems with sending or receiving emails, this guide will help you troubleshoot and resolve common email delivery issues.

Investigate PaperCut Pocket/Hive activity logs

The first step in troubleshooting email delivery issues is to check the activity logs. The activity logs provide information about why the email was not delivered. If delivered emails were bounced back, the activity logs will provide you with the reason for the bounce-back.

For retryable errors, PaperCut Pocket/Hive will automatically retry sending the email. If the email is still not delivered after 24 hours, the email will be marked as failed and will not be retried.

Users provisioned by Microsoft Entra ID (Azure AD) are not receiving emails

When using Microsoft Entra ID (Azure AD), there can be a noticeable delay in provisioning mailboxes, even after a user account has been successfully created. This delay can vary but typically takes less than 30 minutes.

Note that in some situations it can take up to 24 hours for the inbox to be fully provisioned and accessible. During this period, various background processes and configurations are being executed to set up the mailbox and ensure it functions seamlessly.

PaperCut Hive and Pocket avoid sending emails to users during this provisioning period, as it can result in a bounce-back error. However, if you’re experiencing issues with users not receiving emails, it’s possible that the mailbox is still being provisioned.

You can find more information in the Microsoft documentation: How long does it take to provision a new user in Microsoft Entra ID (Azure AD)?

Incoming email rules

If you have configured your mail server to block external emails, anyone within that server’s email domain might not receive any emails. To resolve this issue, in your mail server go to the allowed list and enable our email delivery service.

We use SendGrid for the email delivery service, for example, to send users an invitation to print.

Other reasons users aren’t receiving emails

Possible causes:

  • The email address is incorrect. To resolve this issue, go to the recipient’s profile and verify the email address.
  • The email server is down. To resolve this issue, you will need to check the email server and ensure it’s running.
  • The recipient’s mailbox is full, in which case the email will bounce back. Check the recipient’s mailbox and clear out any emails that are no longer required.