Some users don't receive emails

Daniel Nistreanu asked on September 27, 2019 19:08

Hi. Some users reported that after registering in our site, they don't receive Registration Confirmation email. Emails are shown as Sent.

I tried to disable Email Queue in Kentico settings but that still doesn't fix the problem.
Also I tried to send these emails from @yahoo @gmail email addresses, thinking that this could be a matter of Whitelisted and Blacklisted email providers in these organizations.

In the bug description I had specified few examples, which includes people who use: @hotmail @outlook and custom domains. Users which uses @yahoo and @gmail addresses doesn't seem to experience this issue.

Any leads and hints in solving this problem will be greatly appreciated. Any throughts?

P.S. I noticed that on UAT environment email is sent to everyone, locally and in production it doesn't but I didn't find any settings that could explain the difference.

Recent Answers

Juraj Ondrus answered on September 30, 2019 09:12

Hi Daniel,
Are the emails in the email queue or not? If not, then it looks like they were passed to the SMTP server from Kentico. Have you checked your email server logs?
Also are there any errors in the Event log? What is the version and hotfix you are using?

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Roman Hutnyk answered on September 30, 2019 14:01

Also you've mentioned that locally and in production it doesn't send emails to everyone? - How do you know it doesn't (especially locally)? Are you getting some errors? Kentico event log? server log?

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Daniel Nistreanu answered on October 1, 2019 10:07 (last edited on October 1, 2019 10:09)

@Juraj Ondrus,

Q: Are the emails in the email queue or not?

A: I tried with email queue enabled and disabled, exactly same behavior.

Q: Have you checked your email server logs?

A: I'm new to kentico, don't know where to find them.

Q: Also are there any errors in the Event log?

A: Nothing related to Emails, only http request errors.

Q: What is the version and hotfix you are using?

A: I don't know. CMS.Base is at v. 11.0.0.0

@Roman Hutnyk

Q: How do you know it doesn't (especially locally)?

A: Because I tested it, I created @hotmail @outlook @gmail accounts and send email to my self.

Q: Are you getting some errors?

A: Nothing. No error occurs when sending the email.

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Juraj Ondrus answered on October 1, 2019 13:51

Hi,
Thank you for the answers.
1. With the email queue enabled, are the emails just sitting there and waiting to be sent or not? If yes, then the issue is on Kentico side. If the emails are cleared from the email queue, it means Kentico passed them to the email server (SMTP) and the issue is on the SMTP Server side.
2. The SMTP logs are not Kentico thing. You may need to ask your IT to check the email server logs to see if it is receiving messages from Kentico.
3. What are the HTTP errors? Maybe there is some problem with Kentico connecting to the SMTP server, maybe some network issues.
However, if the emails appear as sent from Kentico, then the issue could be on the SMTP server side and not sending them further or the emails were marked as spam and were filtered on the way to the recipient or ended up in their spam box.

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