Troubleshooting Email Notifications

Use this page to troubleshoot when email notifications are not performing as expected.

Email formatting issues

If your email displays with strike-through text, you most likely copied text from an application with hidden HTML code or attempted to type brackets dynamically generated text. Use these troubleshooting steps to resolve the formatting.

Email Delivery Issues

If your emails are not sending as expected, check all of the following:

  • In the Compliance menu, select Reports > Advanced Reporting and run the appropriate Email Report for users, admins or supervisors to determine if the system did in fact send the email.
    • If the report verifies the email was sent, ask the recipients to check their Junk mail and Spam filters.
    • If the report does not indicate the email was sent, run the Invalid Email report to ensure there was not an issue when the system tried to send the email.
  • Check the user's profile to ensure the "Send Emails" option is set to Yes and there is a valid email address for the account.
  • Verify the email is configured correctly by checking the following:
    • Is the notification Active?
    • Is the Schedule configured correctly? IE: Is the start date in the past?
    • Is the email a non-recurring email that was already sent? See Custom Emails for more information.
    • Are the correct courses included in the Distribution List? See Editing the Distribution List, and Custom Emails About the Distribution List for more information.
    • Are the course settings logical? IE: Do the course due, assigned, or competed dates fall within, or in, the correct amount of days?
    • Is the user active?
    • If user attributes are selected, is the user associated with those attributes, and are the correct values selected?
    • Does the user's training status or course due dates match the selected options?
    • Was the course already completed?
    • Does the user have an individual assignment with a different due date then the rest of the audience?
    • Is the course required?
  • On the Email Setup page, check the Approximate Time of Day to Send:
    • Was the course assigned, started, completed, etc., before the daily email was sent? See About Sending Emails for more information.