We are experiencing an issue where several parents are no longer receiving emails. These parents have successfully received emails for several years, their account settings are correct, and they have not opted out of messaging. Despite this, they are now not receiving any emails. Could you please advise on potential causes and steps to resolve this issue?
@SUSANNEJOHNSON - what are the email domains involved ? Do they receive emails if sent from outside of scoutbook ?
Have you done any review to see if there is a pattern to the parents not receiving emails?
- Do they all appear (or not appear) as parents of their respective scouts in the scouts’ profiles at SB+? The SB+ messaging system relies on that relationship, not classic SB connections, for recipients.
- Do they all have the same email domain (or a subset of email domains), and nobody from any of those domains are receiving emails?
- Are they receiving emails if you send them individual test emails from SB+?
- Is it only one type of message (e.g. calendar reminders) that aren’t going through, or is it no emails at all?
- How many email addresses are being sent to in a given email? Is it a large enough number that maybe all of the parents not getting an email are in the latter portion of the email addresses/roster listing? That is, if you imagine there are 100 slots for recipient emails, are only parents 101 and later that aren’t getting emails?
No issues receiving emails outside of SB. Appears to only happen with Gmail, yahoo, and outlook accounts.
See below responses to your questions:
I’m just a unit ASM, so I don’t have any direct insight into the back end. I was trying to think of things that the SUAC volunteers (who have contact with the developers) might be able to use to differentiate/diagnose the issues.
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If they’re listed as parents in SB+, it rules out them not being connected to the scout (and therefore not getting invitations/copies of emails).
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If it’s only some folks on gmail & yahoo (i.e. some gmail & yahoo recipients get emails, but these folks don’t), then it’s likely not a blacklisting issue by the mail providers.
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If individual test emails are getting through, that suggests (but doesn’t prove) that it might be getting caught in some sort of spam filter on the user end. It’s also possible that the user unintentionally flagged one or more prior messages as spam, and the filters are working from that.
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If they’re not getting any messages at all, it rules out things like not being invited to a calendar event (a common issue). However, since some of them are getting the individual test messages sent from SB+, that sounds like some sort of filtering issue on the user end.
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As I mentioned at the top, I don’t have any special insight into the program itself. I know there have been issues in the past with sending to very long recipient lists, but I don’t know what the breakpoint is (or if it has been fixed already).
Maybe if you provide member ID’s for the parents who aren’t getting emails (no names please!), the SUAC might be able to look into it to see if there are any red flags behind the scenes that regular users can’t see (e.g. parent listed as both “parent of” and “child of” their scout, which has broken some other system aspects before).
