Troubleshooting emails (pre release feature guide)

This guide is for a new feature, currently being trialled. See our parent report guides for the current functionality.

On occasion, parent report emails may fail to be delivered. This guide details the various scenarios and suggestions on next steps to resolve.

Email bounce codes

When an email fails to be delivered, a 'bounce code' may be returned by the mail system associated with the email address. These codes represent messages from a mail server to indicate why an email you sent was not delivered. Insight will display this code, and it may help you decide any next steps. There is no guarantee that a code will be returned, so it is possible that an email fails, but Insight is unable to state that it has failed, or why.

Navigate to Reports > Parent Reports and choose the term and template you're interested in.

When Insight receives a bounce code, this will be indicated with the word Failed.

The total % failed is shown against the Email column header. Clicking the indicator will automatically apply a status filter of Failed to allow you to quickly see all failed emails together.

It is also indicated against each individual email.

Click Failed to see more information.

Only Admin users will see the email address.

The Type will be one of the following:

Transient - This is known as a Soft Bounce and may indicate a temporary problem. Insight will continue to attempt to send the email, but if the error continues, it may require a manual resend or other action.

Permanent - This is known as a Hard Bounce and indicates a failure that is not likely to be resolved with a Resend.

The Status code is additional and may provide further detail on the reason for the failure. Not all mail servers provide these codes.

What can I do to resolve a failure?

When an email fails, this is usually at the recipient's end. The email has been sent but has not arrived, or been accepted, at the destination.

The most likely issue is that the email address is mistyped or does not exist. You should check with the recipient that the email address they provided is correct and amend it if necessary.

If you're syncing emails from your MIS, remember to amend it there too, or the incorrect email will return on the next sync.

If the recipient confirms that the email is correct, it may be worth double-checking. Can they receive a standard email sent to them, for example?

The Status code may provide other useful information. The codes and their descriptions are provided at the end of this guide.

If you are unable to resolve the failure, it may be worth checking if the recipient has an alternative email address you could use.

If all else fails, you may need to print the report for delivery.

Email status codes

These codes are externally defined. As such, Insight can display the codes, but we are unable to provide any further support on their diagnosis.