Replies Not Sending Out of Atera

Protechtor
Protechtor Member Posts: 8 ✭
edited December 2023 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: 78 ✭✭✭

    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: 8 ✭

    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: 20 ✭✭

    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 Internal Posts: 428 ✭✭✭✭✭
    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: 20 ✭✭

    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 Internal Posts: 428 ✭✭✭✭✭
    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 Internal Posts: 428 ✭✭✭✭✭
    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 Internal Posts: 428 ✭✭✭✭✭

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

  • derekh
    derekh Member Posts: 1 ✭

    I found this thread and wanted to report that this is still happening. We are using DKIM in Atera. I don't have a ticket/haven't opened one because I just discovered this today.

  • andrew.shaw
    andrew.shaw Member Posts: 1 ✭

    Just recently encountered this issue in our instance which is DKIM verification. Starting noticing since February 19th outbound emails to a shared mailbox suddenly stopped working via the automation rule we've had setup for quite some time. Seems isolated to automation rules as I can still reply to ticket contacts via the Atera UI.

  • Protechtor
    Protechtor Member Posts: 8 ✭

    I guess our situation was different. The tier 1 techs were saying that the other engineers were working on fixing the issue. Well whatever they were working on was not related to our issue and it went on for 3-4 weeks. No update and we always had to check back in to see if it was resolved yet. Until we got "That should be fixed by now" and then finally elevated and fixed in a day.

    It was a PITA to not be able to reply out of Atera and having to send replies from our support@ box.

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