WebAxis provides status information to indicate the outcome of email delivery attempts. These provide insights into whether an email was successfully sent, encountered issues, or was blocked.
By understanding these email statuses and following the recommended troubleshooting steps, you can ensure smoother email delivery and minimize disruptions in communication.
Viewing Email Status
Follow these steps to view email status:
In WebAxis, go to Administration > Review Sent Emails.
OR
In CINC with universal navigation, go to Communications > Broadcast > Review Sent Emails.
The Sent Emails List page displays. Select an Association or All Associations, then click Refresh.
NOTE: Users will see only those associations to which they have access. If the recipient is not associated with any association or the email initiated from CINC, emails will appear under All Associations.
To narrow the search, complete any of the following field and click Refresh:
Date Sent
To
Email (Address)
Subject
Click the green recipient-count button in the N# Recipients to open the recipient list.
The Email Recipients page displays. View the email Status.
Email status:
Success: Indicates that the system attempted to send the email. However, it does not confirm that the email was delivered to the recipient’s inbox. This status only reflects the system's attempt to send the message, and further verification may be needed to ensure delivery.
Email rejected by host: Indicates that the recipient's email address was blocked by CINC’s email validation system, preventing the message from being sent. Common reasons for rejection include:
The email address is invalid or does not exist.
There is a syntax error in the email address.
The email address has been flagged for malicious activity or is on a watch list.
To resolve this issue, verify and correct the email address if it contains errors.
If the address is valid but still blocked, contact support to have it added or approved for future delivery.
Pending / Queued: Indicates the message has been queued by the application or batch process and is awaiting transmission through the outbound mail servers.
Error / Target Host Connection Errors: Indicates an application- or SMTP-level failure during transmission, such as an active refusal by the target mail server, network timeouts, or mail queue processing errors.
Troubleshooting Email Delivery Issues
Follow these steps if you encounter issues with email delivery:
Verify the Email Address: Ensure the recipient's email address is correctly formatted and valid.
Check for Rejection Reasons: Review the status in WebAxis to identify why the email was not delivered.
Correct Errors: Fix any syntax errors or update invalid email addresses.
Request Approval: If the email address is valid but blocked, contact support to have it whitelisted or approved.
Best Practices for Ensuring Email Delivery
Regularly update and verify email addresses in your contact list.
Avoid using email addresses flagged for malicious activity.
Monitor email delivery statuses to identify and address issues promptly.