Not receiving any email notifications

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  • Updated 1 month ago
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Admins of our community (including myself) are not receiving email notifications of any kind since approx 12pm EST Sunday Jan. 1.

This happened once in the past as well and a fix was made by GetSat on the backend. Hoping someone can look into this and fix asap. A ticket has also been submitted as of this morning: #18656
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Ranjan

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Posted 2 months ago

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Tanya, Official Rep

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Hi Ranjan, I was working on your ticket, but I will go ahead and reply here as other users may find this information beneficial as well. I looked up your email on our end and it looks like we are getting error "550 Too many invalid recipients" from your end. It looks like we may have ended up blacklisted on your end due to sending the email to users that may no longer be with the company, but are still on your account. Can you please reach out to your IT team to make sure everything below is white-listed:

o1.email.getsatisfaction.com.

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o2.email.getsatisfaction.com.

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o3.email.getsatisfaction.com.

A Records:

74.63.202.102

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167.89.32.33

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167.89.32.47

CNAMES:

email.getsatisfaction.com. 108002 IN    CNAME    sendgrid.net.

sendgrid.net.        114    IN    MX    20 mx2.sendgrid.net.

sendgrid.net.        114    IN    MX    10 mx.sendgrid.net.

Please note that we do not use Sendgrid IPs for sending mail. Our web mail server IP addresses are configured through Route 53 via Amazon Web Services. We've added Sendgrid into our SPF TXT record, and added these AWS IP addresses that are listed in our Sendgrid account. Since this is a service from AWS, you may want to allow mail from *.compute.amazonaws.com
(Edited)
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Tanya, Official Rep

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Also, just to update. I have gone through your admin list and removed all the users from the bounce list on our end. So they should start getting the notifications now, however this may happen again so please pass on the information in my reply above to your IT team. I would also suggest making sure to remove old employees from your account by blocking them if this is not already done.
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Tanya, Official Rep

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Hi Bernard, looks like you have been on the bounce list since Jan 3rd, I have gone ahead and removed you so you should be good to go for now.
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Bernard

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Tanya can you pls check again? I'm still not receiving anything. Thanks a million!
(Edited)
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Tanya, Official Rep

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Hi Bernard, so sorry about this. I confirmed that you have been removed from the list!
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Bernard

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Hmmm...strange....as soon as you posted your last response I started getting them. :-) I've done nothing different. 
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Tanya, Official Rep

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That is correct, I went ahead and removed you from the bounce list on our end so this allows you get notifications again until we get more bounces from your server (this may not happen since it sounds like Ranjan might have cleaned out all the old employees on your community.
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smayer97

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BTW, we have seen many reports on the Quicken GetSat site of users not receiving e-mail notifications.
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Tanya, Official Rep

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Thank you for bringing this up. There are many reasons that emails can be bounced back and then blocked on our end. Each user may be a unique case depending on their email provider/email settings/white-lists. If someone has this type of issue please have them reach out to us so we can see why they are not receiving their notifications.
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Drew C., Champion

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It looks like I'm not getting emails either.  We had a new topic posted ~2h ago and I still don't have the notification.
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Drew C., Champion

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It's possible the delay was on our side.  The email was received ~2h45m after when the "sent" stamp shows.
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Winston VK7WH

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Hello again Tanya. Nine months ago my isp closed my email account in error and I ended up on your dreaded "Bounce List". It's now happened again, and this time the email server was only down for a very short time, a matter of a few hours.

Can you please remove me from from your list so I can continue to receive emails from the FlexRadio Community. Also, to prevent frustration again in the future, is it possible to grant a "Period of Grace" so that an email has to be rejected more than once or twice before the guillotine comes down. In other words, why not wait a day or two before removing people from your list.

In this recent case, my isp performed a major upgrade without advising me that the service would be disconnected. It feels to me Get Satisfaction was trigger happy in removing me yet again from your list.

Thank you

Winston Henry
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Tanya, Official Rep

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Hi Windston, I have gone ahead and removed you from our bounce list for now. Unfortunately that is all we can do on our end. So please reach out and I can do this for you again if you are still not getting the notifications.

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