Troubleshooting - Users not receiving their emails

This article introduces how to use the Email Log to diagnose why users aren’t receiving emails, covering common error states, configuration checks, and how to interpret log entries for troubleshooting notification delivery issues.

Navigate to the Settings module > Site Configuration tile > Logging section > Email log.

In case you cannot see that option as a Platform Administrator, follow the steps below: 

1. Navigate to the Settings module > Users & Roles tile > Security section > Roles & Permissions.
2. Click the Role Name link of the role you want to configure.
3. settings.ux:emailLog (full key) to "Show"

The root cause may likely stem from one of two main sources:

1. The AuditBoard platform did not send out the email due to email settings.
2. The user did not receive the email, or it was filtered, due to their network or security settings.

Checking the Email Settings in AuditBoard

1. First, ensure that the email address for the user's account has been correctly input within the AuditBoard platform.
   • Within Settings > Users & Roles > underneath "Manage", select "Users" > click on the user's name > see the email on the right-hand panel that appears.
2. The next step in identifying the cause of the issue is to consider what type of email the user should have received, and then check to see if the appropriate email toggles are enabled in AuditBoard.
   • The following article link provides details on the default email settings: SOXHUB User Guide: Settings - Configuration
   • Check within Settings > Site Configuration > Preferences. Check within both "Default Email Settings" and "Owner Engagement" to ensure that the desired email toggle is enabled (has a blue color). 
3. Check with the user to ensure that the user's email preferences have not been adjusted. It is possible for the user to adjust the user's account email preference, which will override any default email settings. For the most part, this is not usually adjusted. A user can access the account email preferences by clicking on the user initials in the upper right-hand section > My Account > Email Notification Preferences:
    
4. Lastly, ensure that the user sending the email is not sending it to that same user. The AuditBoard platform will recognize when the acting user has initiated an action that will have sent an email to that same user, and thus — to avoid redundancy for the user — will not send out the email.

Check the Network or Security Settings

These next steps may require the user to reach out to the user's IT team (within the user's organization):

1. Have the user confirm that the appropriate information is whitelisted. Refer to the following article link: Email Whitelisting AuditBoard
2. Have the user ensure that the emails are not being filtered by the user's Security settings or being sorted into the user's spam folders.