Unable to receive emails from Windchill

[CZ_9270893]

Version: Windchill 11.1

Use Case: One of our Windchill users is unable to receive any emails from Windchill

Description:

Hello,

One of our Windchill users is unable to receive any emails from Windchill. We have tested it multiple times, for example: I used WIndchill to send emails to both of us (via Quick Link-> Email pages), and while I can receive the emails, she cannot. I have also checked the Windchill logs and confirmed that Windchill did sent the emails. I followed the steps in article CS27170 and confirmed that the emails are not in the junk folder either. This issue is consistently reproducible,

[BenLoosli]

Does she receive the task notifications in her task list?

Open her Windchill profile and copy her email address and paste it into your email system to verify that there is no misspelling in the address.

[CZ_9270893]

Hey BenLoosli,

For Windchill workflow tasks, she is in the recipient group. Everyone in this group receives task notifications except her. She logged into Windchill and can see the task in her tasks list, but she does not receive email notifications at all.

[avillanueva · Accepted solution]

How is your email after Windchill configured? Are you using postfix as a relay or directly to the mail server? If logs and queue show that the email was sent, then not much that can be done from Windchill side. If just one user, it says things are working properly. You didn't say if her email address in her profile is correct? Could it be a simple typo or extraneous white space character? 

[CZ_9270893]

Thank you for your help. This issue is happening only to her. I have confirmed that the email address is correct in Windchill. The strange thing is, when I asked Windchill to send emails to both of us, I received the email and I can see that she was listed as a recipient as well. However, on her end, no emails at all. I agree with you that this issue might be something outside of Windchill 

[joe_morton]

Make sure she hasn't created any personal filters in her email that may be sending Windchill emails to a folder, or archiving, or automatically deleting. 

For the email that you sent to both you and her, an interesting test would be for you to reply all to that email, and see if she receives your reply.