Why Aren't I Receiving my Email Alerts or Reports?

There have been rare cases where the emails stop being received by the user. One possible reasons for this is the user's mailbox bounced the email. Rather than repeatedly fail over and over again, after some time Telematics Guru's email provider (Sendgrid) puts the email address on a bounce list and does not send to that email address again. It must be manually removed from this bounce list - which can be done via TG.

If emails such as alerts or scheduled reports are not being received by certain/all users - the following steps can be taken to help correct the issue.


Troubleshooting tips:

1. Check the Alert/Report was actually generated

For alerts - go to History -> Asset Timeline. If the alert was generated, it will appear in the timeline. If it does not - check the conditions on the alert are correct, and whether they actually occurred via the asset's Telemetry. 

For reports - go to Reports -> Scheduled Report Logs. (The Scheduled Report Logs permission is required on your user account). A list of generated reports is shown - if there are any errors - they will be indicated. This shows that the error is with the report generation rather than emails specifically. 

2. Check the email was sent. 

The Admin -> Organisation Messages view will display a history of all notifications that were sent via Email, SMS or Webhook. It requires either the Organisation Manage or Organisation View permission. As it requires these permissions - currently it should only be enabled for partners and not end customers - as all of a partner's organisations can be viewed with these permissions.

This menu has the following features:

  1. Filter by specific entry in the address book
  2. Filter between Mobile App, Email, SMS or API notifications
  3. If a specific user is set in (1) - you can check the Mail Deliverability

    If the user is on a bounce list - there will be a button Remove From Suppression List - click this to remove them from the list.
  4. The current number of notifications vs the limit set up for the organisation is shown. Edit the Organisation to increase this value - it simply needs to be set to a sensible value to provide a backstop - such that any misconfigured alerts that generate thousands of emails will eventually be cut off when many are generated.
  5. Success (as reported from Sendgrid)

A note on "Success"
When an alert/report is generated in TG - and an email must be sent - TG sends the required information off to it's mail server provider - Sendgrid - which handles the email processing - and responds back saying whether it was succesful or not. So in general this indicates success - but in rare cases this may be lying - as it does not indicate the email completely reached it's end destination - just that Sendgrid responded saying everything is OK.


3. Check Email Address is correct and sending test emails.

Check that the email address is correct in the Address Book. The Address is accessible from the Dashboard, or Admin >> Address Book.



A test email can be sent to the user via the "Test" button in the Address Book edit dialogue.




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