Having trouble sending emails

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Some of our contacts in roundcube do not receive emails when there are multiple addressees. Is there any reason for this? I have tested the contact address with a single addressee and it works, so it cannot be the email address.

Since I do not get any error message, I do not know how to track the problem. The contact in question does not receive the email; it does not go into her spam folder; so what can be happening to the email?  Since I send about a hundred emails (in three or four groups) once or twice a month, I have no way of knowing how many of my adressees are not getting their emails.

I would be grateful for any suggestions.
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Julie7375

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Posted 6 months ago

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Michelle C, Employee

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Hello Julie, 

It would be extremely helpful if you can provide an email address that you are experiencing this issue with so I can further investigate. 

A great tool that I would recommend for sending and tracking the multiple emails that you are sending out is Constant Contact. This email marketing tool will allow you to see what emails have been been delivered, opened, bounced and other helpful tracking statistics.   
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Julie7375

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Hi Michelle,

I am using the email address information@alexandriacrwc.org.

Thank you for suggesting that we use Constant Contact, but as a small club (approx. 100 members), it is not cost effective for us to spend money on such a marketing tool in addition to paying for our website. We only send a couple of mailings a month to the membership with at most one attachment (our newsletter).

We use homestead because it offers both website tools and email at a price we can afford. 

Many thanks

Jan (Julie is a fellow member who also works on the website occasionally)
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Michelle C, Employee

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Very understandable, I did want to mention it since you were interested in knowing if emails were being delivered properly and it tool does have those reports. 

Thank you, when I check the outgoing messages from that email address it does show all emails are being sent out and delivered. If you only see this problem when sending out an email to bulk recipients I would recommend breaking down the contacts into smaller groups when sending. 
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Julie7375

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Hi Michelle,

Thank you for a quick reply.

If the emails all show successful delivery from your end, why would my fellow member not see the email at her end? This is very perplexing!

Does your comment about small groups mean that I can only rely on Roundcube to deliver email successfully if I send just one email? If it is not one, then how many is it? I should add that the email that is missing came from the third or fourth email address in a list of 27. I am a retired software engineer and cannot imagine why, even if the number of emails in the group is an issue, one so early in the list should be singled out. And as I said the group was not that large. 

I appreciate all the help I can get, especially as the recipient that reported the missing email is probably not the only one and I have no way of figuring out if and how many messages went missing from the same group and the three others I sent.

Thanks again for any help you can offer.

Jan
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Michelle C, Employee

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No problem. If you would like to provide the email address that is not receiving the email I can run a test specific to that line of communication. 
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Julie7375

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Thank you! The address is linda.app@comcast.net.
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Michelle C, Employee

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Thank you Jan. When I review the status of messages sent from information@alexandriacrwc.org to linda.app@comcast.net it does show all emails sent are delivered from the server. I am not able to identify any reason the emails would not be appearing on the receiving servers end. If this is something you only see happening when you do send in bulk I would recommend sending to this customer individually to avoid this interruption. You can also try asking the recipient if they are able to communicate with their IT support as they would be able to see if their server blocking it for any reason.

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