Notification Emails Failing A Mandatory SPF/DMARC Check

Hello Kier,

We are looking into this.

Regards,

~Leonard  

Kier -

I believe we have resolved this. The system is working through the email backlog so it will take some time to catch up. Please let us know if you continue to see issues with emails.

John,

How long are you expecting the backlog to clear? Still no emails unfortunately.

Kier. 

Kier -

Is the email address in your account correct? I can take another look and see what might be happening.

Did you get any emails from this thread at all so far?

Hi John,

I checked my accounts. The email address is correct and every box is ticked for notifications.

In short, everything was just fine until "maintenance" last week.

I'm getting zero emails from all E2E threads.

Kier.

My colleagues are also affected so I'm going to check if our organisation is suddenly quarantining these emails. Will report back.

I got notifications on all of these, including your replies. Did you see anything when I marked the issue as "TI Thinks Resolved" earlier? That's a different path and was unaffected, so you should have seen those even if notifications were not working.

No, nothing. External emails are arriving from other sources. Will have a word with our IT department. 

See what they say - I can't see anything on this side that would be blocking you at this point. I'll double check your account setup as well.

Many, many apologies, it was us all along!

Unless something changed about the nature of the emails since maintenance then coincidentally our spam filters started blocking them last week. The best bit is that I don't even get to know if I have any blocked emails. I had to speculatively ask the IT department who confirmed this was the case then released an avalanche of E2E emails.

No - we had an issue as well, so all good. I'm glad that the issue is resolved. Let us know if you have any more issues. I will mark this one TI Thinks Resolved for now.

Thanks,

John

Hello John,

I asked further about the root cause and our IT department has discovered an issue described as follows:

"The emails are being blocked because they are failing a mandatory SPF/DMARC check. This isn't something that we can resolve, it is a configuration issue on the senders infrastructure." 

Please can I have contact details for an IT representative on your side that can talk to my IT manager about this issue?

I have changed the title of the thread to reflect the issue.

Let me investigate on this side, it's possible that I have something set incorrectly.

Here's a screenshot my IT department sent me. It means nothing to me unfortunately.

This is very helpful - looks like an issue on our side. Let me investigate and see what needs to happen to correct it.

Hi Kier -

We have updated the SPF for mail.ti.com which should resolve this issue. It may take up to 24 hours for this change to fully propagate. Can you verify that your IT team no longer sees this?

Hi John,

Thank you very much! I received the above by notification email on Monday at 20:26 UTC. Looks like it's working now.

Kier.