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Why are incoming emails delayed or not received at all?
Thursday, December 1, 2016 4:23 PM




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:


  1. In the [Main menu], select [Screen > Administration]
  2. Click the [Administration] tab
  3. In the [Email Accounts] folder, navigate to the corresponding email address of the affected ticketbox(es)
  4. Pay attention to the [Check every] setting, server address, and account credentials
  5. Perform a POP3 / IMAP test to see if the email account is capable of receiving emails




Figure 1 - Email account properties page

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):


  1. In the [Main menu], select [Screen > Administration]
  2. Click the [Administration] tab
  3. Select the [Email status & error reporting > Email status & errors] folder
  4. Notice the error messages related to the dysfunctional email accounts




Figure 2 - Email status & errors page

Solution

See the same section under Why is a personal or shared folder flashing red?