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--- faq:email:troubleshooting_unreceived_email_on_webmail [2023/10/04 11:16] – vikki
+++ faq:email:troubleshooting_unreceived_email_on_webmail [2023/10/05 10:11] (current) – [7. Report the issue to helpdesk] vikki
@@ Line 20: / Line 20: @@
-===== 3. Check email rules =====
+===== 3. Check blacklist setting =====
-If you have configured Rules to filter emails to specific folders based on defined keywords, you may want to go through the rules you have created. See if any rules that may have caused the expecting email to another folder, and locate it on the related folder.
+Webmail allows you to block a sender through the blacklist setting. Check if you have mistakenly added the sender to your blacklist, which will blocked all incoming emails coming from that sender. If you found the sender email address in your blacklist, remove it so that you can receive emails from the specific sender.
-|{{:faq:email:webmail:troubleshooting_unreceived_email:3.jpg|}}|
+|{{:faq:email:webmail:troubleshooting_unreceived_email:4.jpg|}}|
-===== 4. Check blacklist setting =====
+===== 4. Check email rules =====
-Webmail allows you to block a sender through the blacklist setting. Check if you have mistakenly added the sender to your blacklist, which will blocked all incoming emails coming from that sender. If you found the sender email address in your blacklist, remove it so that you can receive emails from the specific sender.
+If you have configured Rules to filter emails to specific folders based on defined keywords, you may want to go through the rules you have created. See if any rules that may have caused the expecting email to another folder, and locate it on the related folder.
-|{{:faq:email:webmail:troubleshooting_unreceived_email:4.jpg|}}|
+|{{:faq:email:webmail:troubleshooting_unreceived_email:3.jpg|}}|
@@ Line 41: / Line 41: @@
-===== 6. Report the issue to helpdesk =====
+===== 6. Check Global Email Rules =====
-If you have gone through step 1 to 5 and still could not locate or receive a sender's email, please contact helpdesk@lookafter.com to further investigate the matter.
+Please request your avomaster or voadmin to access the [[faq:email:global_mail_rules_configuration|Global Email Rules]] and check if your sender's email address (or domain) has been mistakenly blocked. Remove all rules that may be blocking the sender's email.
+===== 7. Report the issue to helpdesk =====
+If you have gone through all the steps above and still could not locate or receive a sender's email, please contact helpdesk@lookafter.com to further investigate the matter.
 Kindly provide the details such as the sender email address, date and time of email sent, SMTP delivery log from the sender's email provider (if possible) for our team to trace the email.

AGNX

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