- Help center
- Email ticketing
- Troubleshooting
Why are incoming emails delayed or not received at all?
Emails sent to FocalScope recipients can be delayed by a number of factors. Because FocalScope is not a mail server, it depends on external mail servers to successfully send and receive emails.
Symptoms
- You and / or your colleagues are not receiving emails sent to you
- Customers complain that you are not responding to their emails
Cause
- Incorrect email account credentials
- Email server offline or over-capacitated
- The mail server has blacklisted the FocalScope server IP address
Troubleshooting
Incoming emails are considerably delayed in FocalScope
Check the account scheduling in the [E-mail account Properties] page:
- In the [Main menu], select [Screen > Administration]
- Click the [Administration] tab
- In the [Email Accounts] folder, navigate to the corresponding email address of the affected ticketbox(es)
- Pay attention to the [Check every] setting, server address, and account credentials
- Perform a POP3 / IMAP test to see if the email account is capable of receiving emails
Incoming emails are not delivered in FocalScope
Check in the global [Email status & errors] folder (it contains information about all email accounts in the system):
- In the [Main menu], select [Screen > Administration]
- Click the [Administration] tab
- Select the [Email status & error reporting > Email status & errors] folder
- Notice the error messages related to the dysfunctional email accounts
Solution
See the same section under Why is a personal or shared folder flashing red?