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Some of our members are not receiving their email, or they don't realize they landed in spam/junk folders. What can we do?

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  • August 16, 2017 19:04
    GroupVine Support
    Removed a reply in this topic
    Reason: Official Reply has updated information
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  • July 21, 2017 16:42
    GroupVine Support
    Change in reply by GroupVine Support to Hi Everyone, In an effort to increase the robustness and performance of our email delivery service, we will be adding additional servers to send PEX emails for ‘groupvine.com’, and thus have introduced new server (IP) addresses. \ This will all be done as early as December 1st. <b>Who does this impact?</b> \ If your emails were getting blocked (for example, recipients with addresses ending in ‘@myschool.com’ or ‘@myschool.k12.edu’ were not receiving PEX emails), and you had to contact the Email Service Provider (ESP) to explicitly whitelist GroupVine servers, then please contact them again to update our server addresses. <b>If this isn’t done, then your ESP may block GroupVine emails coming from our new servers</b>. \ <b>What information do you need to give to your ESP’s IT Department?</b> Here’s the updated list of addresses (we’ve prepared an email below you can send ... just replace the bold areas with your specific information): 54.241.130.69 mailer-02.groupvine.com 54.241.131.129 \ mailer-03.groupvine.com 54.219.172.113 mailer-04.groupvine.com 54.219.154.88 \ mailer-05.groupvine.com If you have any questions or need any assistance, please contact us at <a href="mailto:support@groupvine.com" rel="nofollow">support@groupvine.com</a>. ~~~~~~~~~~~~~~~~~~~~~~~ prepared email below ~~~~~~~~~~~~~~~~~~~~~ Hello, I'm the administrator for the <b>YOUR SCHOOL NAME</b> Parent Express (PEX) Email account that we use to send emails to our parents and staff, and I’m contacting you because you are listed as the technical and administrative contacts for the <b>XXX.YYY</b> domain. GroupVine (<a href="http://www.groupvine.com" rel="nofollow" target="_blank">http://www.groupvine.com</a>), which provides the group email services used for PEX and other organizations, just informed us that in an effort to increase the robustness of their email delivery service, they are adding additional servers to send email for ‘groupvine.com’, and thus have introduced new IP addresses. Could you please update the IP addresses for the GroupVine email servers with these: 54.241.130.69 mailer-02.groupvine.com 54.241.131.129 mailer-03.groupvine.com 54.219.172.113 mailer-04.groupvine.com 54.219.154.88 \ mailer-05.groupvine.com We appreciate your quick action on this to ensure our emails continue to be delivered successfully! If you have any questions, please contact <b>YOUR NAME</b> at <b>YOUR EMAIL ADDRESS</b>, or you can email <a href="mailto:support@groupvine.com" rel="nofollow">support@groupvine.com</a> for any technical questions. Thank you! <b>YOUR NAME</b>.
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  • July 21, 2017 16:40
    GroupVine Support
    Change in reply by Darren Lancaster to There are a number of reasons why members may not be receiving your emails. To begin the process of diagnosing why users are not receiving your emails, please do the following: <ol> <li> Click on <b>View email archive</b> from your home page. </li> <li> Locate an email you have previously sent and click on its link under <b>Recipients</b>. (The link will say <b>Group Editors</b> for draft emails or specific member list(s) or <b>All</b> for final emails.) </li> <li> On the Recipients page you can see the total number of “bounced” emails and the status of the email for each recipient in the <b>Errors</b> column. </li> <li>Scan the Errors column and look for any rows in the table where “--” is not present. The two errors that are possible are “Bounced” and “Delayed”. </li> </ol> After you have completed the above steps please identify which scenarios match your current situation and scroll down to get answers. Scenarios: <ol> <li> I’m seeing “Bounced” or “Delayed” for one or more recipients in the <b>Errors</b> column and they do NOT have an email address from one of the big Email Service Providers (eg. Gmail, Yahoo, AOL, or Hotmail). In this case you may find a number of recipients with addresses in the same domain (eg. <a href="mailto:xxx@k-5school.us" rel="nofollow">xxx@k-5school.us</a>) which are bouncing or being delayed. Or perhaps there are no errors for these addresses but a number of people are reporting not receiving your email. </li> <li> Members with an email address from one of the Email Service Providers (eg. Gmail, Yahoo, AOL, etc). are reporting they are not receiving my emails. </li> <li> Members with an email address from Hotmail (including Administrators or Editors) are not receiving their own emails when it’s sent from their Hotmail address. </li> <li> Members with an email address from AOL (including Administrators or Editors) are not receiving their own emails when it’s sent from their AOL address. </li> </ol> <b><i>Scenario 1:</i> I’m seeing “Bounced” or “Delayed” for one or more recipients in the Errors column and they do NOT have an email address from one of the big Email Service Providers (eg. Gmail, Yahoo, AOL, or Hotmail). In this case you may find a number of recipients with addresses in the same domain (eg. <a href="mailto:xxx@k-5school.us" rel="nofollow">xxx@k-5school.us</a>) which are bouncing or being delayed. Or perhaps there are no errors for these addresses but a number of people are reporting not receiving your email. </b> If you’re sure the email address for your recipient is valid then their organization’s email server is probably bouncing or delaying email from GroupVine due to the organization’s email security settings. Please contact the IT department and ask them to investigate how their mail server is handling incoming email from the groupvine.com web domain. \ Most likely they will need to add the following list of mail server IP addresses to their safe senders or exception list: 72.29.182.119 72.29.182.122 72.29.184.10 72.29.184.11 Most likely they need to whitelist the GroupVine email server listed above to allow your emails to be forwarded along to the recipients. If there are no errors being reported for these recipients then please check to see if your email is landing in the spam or junk mail folders. If so, please ask them to add your sender email address to their safe senders and/or contact lists. For more information on how to add email addresses to a safe sender list or address book click here. <b><i>Scenario 2:</i> Members with an email address from one of the Email Service Providers (eg. Gmail, Yahoo, AOL, etc). are reporting they are not receiving my emails.</b> If you see “Bounced” or “Delayed” in the <b>Errors</b> column for these users then most likely their email address is not valid, either due to a typo or perhaps their account no longer exists. Please confirm the email address and update their member profile as needed. To update a recipient’s email address: <ul> <li> On the Recipients page for a previously sent email, click on the email address of the recipient that needs to be updated to reach their User Profile page. </li> <li> On the User Profile page you can update the user’s <b> Primary email address</b> or <b>Alternate email address</b>. Note that if the username may also need updating to match-up with the new email address. </li> <li> After pressing Save use the Back button in the upper right to return to the recipients page. </li> </ul> If there are no errors being reported for these recipients then please check to see if your email is landing in the spam or junk mail folders. \ If so, please ask them to add your sender email address to their safe senders and/or contact lists. <b><i>Scenario 3:</i> Members with an email address from Hotmail (including Administrators or Editors) are not receiving their own emails when it’s sent from their Hotmail address. </b> If members with Hotmail email addresses are not receiving their own emails they likely need to set-up filters in Hotmail to remedy the problem. <a href="http://support.groupvine.com/groupvine/topics/pex_not_getting_through_to_hotmail_account_all_of_a_sudden" rel="nofollow" target="_blank">Here’s a support page</a> to pass along to your members with simple step-by-step instructions on setting up Hotmail filters. <b><i>Scenario 4:</i> Members with an email address from AOL (including Administrators or Editors) are not receiving their own emails when it’s sent from their AOL address.</b> If you’re an AOL user then most likely you will not be able to receive emails that you send via GroupVine because of AOL’s security settings. You may want to consider creating a new email address for your school to send GroupVine emails so that you can also receive them properly in your AOL account. Instructions for creating a new email address <a href="http://support.groupvine.com/groupvine/topics/how_do_i_change_the_outgoing_email_name" rel="nofollow" target="_blank" title="Link: http://support.groupvine.com/groupvine/topics/how_do_i_change_the_outgoing_email_name">can be found here</a>. A tip to help your recipients receive your email: <b>As soon as possible so nothing is missed</b>, we strongly suggest your&nbsp; Administrator informs every member which email addresses to add to their contact list. This can be done by doing one or, preferably, both of the following: <ol> <li> Sending from an existing email address to all members </li> <li> Sending home a paper flyer to every family, or via a back-to-school communication </li> </ol> <b><u>Example email/flyer text</u> IMPORTANT We need your help to ensure our communications reach your inbox! </b> To make sure our emails don’t end up in your spam/junk folder, simply add these email addresses to your contact list in your email tool: <a href="mailto:aaa@bbb.com" rel="nofollow">aaa@bbb.com</a> <a href="mailto:ccc@ddd.com" rel="nofollow">ccc@ddd.com</a> ... That’s it! Done! Thank you for your cooperation! \ (If you find you’re not receiving our emails, please contact XXX at <a href="mailto:xxx@yyy.com" rel="nofollow">xxx@yyy.com</a>.) [IMPORTANT NOTE: replace the above 'XXX' and email addresses with all email addresses that you use to send emails to your community.] More details about spam avoidance As you are probably aware, we're constantly fighting the battle to keep emails from ending up in members' spam/junk folders. To alleviate the spam issue and to ensure your communications successfully reach your families, we've found the easiest and best way is to have ALL members add your school senders' email addresses to their email contacts in their preferred email application (per the above tip). This is especially true for users using an online email provider, like Yahoo, AOL, Hotmail, etc. The content in your email also has a big impact on the likelihood your email will be categorized as spam. Here are a couple references that provide good tips on avoiding spam filters: <ul> <li> <a href="http://www.internetbasedmoms.com/ezin.." rel="nofollow">http://www.internetbasedmoms.com/ezin..</a>. </li> <li> <a href="http://www.interspire.com/content/200.." rel="nofollow">http://www.interspire.com/content/200..</a>. </li> </ul>.
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  • May 08, 2014 15:24
    GroupVine Support, the poster:
    Removed a reply in this topic
    Reason: removed by the poster

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