People not receiving emails..
Author Message
November 6, 2009 - 6:06pm
  
Tony Kim
User

I have had a couple people tell me they haven't received my emails from the system... this is a VERY VERY LARGE PROBLEM!!!! I missed one of my submissions because they didn't receive the email from the CATS problem. THIS IS A BIG PROBLEM.
November 6, 2009 - 8:36pm
  
Chris Prosser
User

Hi Folks,

I had a candidate and client report the same thing - not predictable though, some did receive an email.

regards,
Chris
November 6, 2009 - 8:41pm
  
Tony Sternberg
Official Representative
The poster of the following message is an official representative of CATS.

Can you confirm if any of these emails were sent after early Thurs. evening? We were able to patch some code that was impacting a select number of sites that, like you said, seemed to sometimes send and sometimes not send the emails.

November 6, 2009 - 11:03pm
  
Tony Kim
User

I think all mine were before Thursday.
November 7, 2009 - 7:24am
  
(Unknown)
User

I can confirm this as well. Some hotmail recepients did not received email sended through the app. I'm not sure is this was before or past thursday.
November 7, 2009 - 3:49pm
  
Mike North
User

I also recently discovered my emails were not being received by clients or candidates starting on Wednesday the 5th and also on Thursday the 6th.

Has this glitch been found and corrected yet?

Please advise.

November 8, 2009 - 12:11am
  
Tony Kim
User

This is a pretty serious issue. I've had time to calm down, however this could have potentially cost me thousands of dollars because I missed the deadline for submission (although I thought I had the email and submission early).
November 8, 2009 - 11:54am
  
Ron Stanley
User

Once the specifics of this are known, CATS should either re-send all the emails or at least clarify for all users which emails were not delivered. I also had a critical message not get through, although I was lucky enough to get it resolved as well.

Here is an idea - can you incorporate a "email sent" capability into CATS in which the user is notified that an email is sent. This could be an optional user-based setting.
November 9, 2009 - 8:12am
  
PJ Cunningham
User

I like the latest suggestion. We need a way to confirm that an email was sent. Also a way to know if an email has been rejected or unable to be sent (either because of our error in inputting a correct email address or system problems). Is this possible? It is kind of an odd feeling not knowing if our emails have been received.

Thanks

PJ
November 9, 2009 - 10:20am
  
Andrew Kandels
Official Representative
The poster of the following message is an official representative of CATS.

Problem Description:

We were working on implementing an updated version of a spam control system. The system was set incorrectly with a very low threshold that caused some outgoing emails to be blocked. This happened Thursday. Once we received your reports, we looked into and discovered the problem as Tony had reported by raising the threshold considerably. This affected our "Send Email" feature only, not automated emails or triggers.

Steps to prevent this in the future:

What we'll be working this week is improving the audit trail considerably. We want to know the status of a message from conception to delivery and report that back to you. We're going to incorporate the tracking of bounced and rejected mail as well (a feature we've already had in the late testing stages).

While this type of tracking is easy for the simple one-off messages like submissions or communication with a client, the challenge thus far has been incorporating this into mass emails (with thousands of recipients per individual message); though, I'm confident that we'll find a speedy and efficient solution that will bring the power of an audit trail to all the types of email correspondence.

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