Replies Not Sending Out of Atera

Protechtor
Protechtor Member Posts: 3 ✭
edited December 3 in General

We've had a problem for 2 weeks now where our Public Replies aren't being sent to our customers out of Atera.

Checking our support email box and the emails aren't even hitting our tenant or being blocked.

Still no resolution from Atera Support after emailing. They can't tell us if it's just our company or if this is a system wide Atera issue.

Anyone else experiencing this problem?

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Comments

  • frank.pietersma
    frank.pietersma Member Posts: 59 ✭✭✭

    Hi https://community.atera.com/profile/Protechtor , No issues here. Since we've implemented sending with DKIM everything is fine.

    Are you using DKIM verification from Atera? That should just work. Otherwise email could be stopped by spam filters. Most easy to test this is to create a contact with an email address in your own mail environment. Send out an mail to the contact and check your spam filter. No mail in the spam filter means it is not being sent out by Atera, Good luck!

  • Protechtor
    Protechtor Member Posts: 3 ✭

    Atera Support suggested changing to DKIM and that didn't resolve the issue.

    Tried that, mail isn't even hitting our tenant. Atera said it's a bug within their system but they haven't been able to roll back to a previous update for us or create a fix.

    I came to the community page because they also couldn't answer if it was an issue affecting everyone or just us but I think I got my answer to that question.

  • jstewart
    jstewart Member Posts: 18 ✭✭

    We had the same problem with CC'd users. They were not getting the replies and mail server logs so no attempt made from the Atera side. I have a ticket open for it.

  • nina
    nina Administrator Posts: 428 admin
    https://community.atera.com/discussion/comment/624#Comment_624

    Hi @Protechtor - are you still seeing this issue? @jstewart - how about you? Can you send me your ticket numbers?

  • jstewart
    jstewart Member Posts: 18 ✭✭

    Hi Nina,

    I did notice that users CC'd in the original email request was going through with updates. I'll need to test adding users to the CC field after the ticket is already created.

    I have a chat transcript bringing up the issue, and the tech mentioned that the ticket number he was adding the issue to was 399613, but the ticket was unrelated and there was no update. I'm not seeing anything in my tickets that have anything to do with the chat support, so looks like it just got dropped by support.

    Thanks.
    Jeremy

  • nina
    nina Administrator Posts: 428 admin
    https://community.atera.com/discussion/comment/736#Comment_736

    Okay, I opened a separate ticket for you. Hopefully, the matter is resolved.

  • cat.goode
    cat.goode Member Posts: 1 ✭

    Hi all,

    I have the same issue. This is to do with both primary and CC contacts on tickets. I did extensive testing last week and again yesterday. It seems to be an issue with the Atera UI putting emails through to the SMTP server - I have tried different SMTP servers and done mail traces, recent test shows 2 out of 5 get an email, the other 3 do not get to my mail server. My SMTP server shows the same result.

    This has apparently been escalated to the dev team. Though now I am feeling really annoyed that this issue has been present since August and they haven't resolved it.

  • nina
    nina Administrator Posts: 428 admin
    https://community.atera.com/discussion/comment/1090#Comment_1090

    Hi @cat.goode - Thanks for the update. I will check to see where it stands with the Dev Team.

  • nina
    nina Administrator Posts: 428 admin

    Hi @cat.goode - I didn't forget about you. I checked with Support and it seems it's all sorted now. Is this correct?

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