Has anyone else had issues with the cloud servers not sending emails to users? This is a new issue on an existing cloud instance that was able to send them before, but now I and other users are unable to receive emails. I worked with ECM Support and they were able to receive the emails, but not the actual users.
Any troubleshooting that can be done on the client side while Epicor works on the ticket for this?
Are you getting any errors on the SEND side of things?
We’ve experienced Epicor moving things around and changing IPs. Our internal firewalls were locked in to the previous IP addresses, so when Epicor made a change, our emails would “fail to send”. We would have to send a test email from our Epicor cloud instance and watch our email server to see what IP it was coming from. Then update our firewall to allow that IP to come through.
I know you’re talking ECM… and ECM support can receive messages… but your internal email server may be blocking it from coming through because Epicor is sending it from a different IP than you’re used to seeing.
No errors when sending, which is quite frustrating because at least then I’d have some sort of direction to follow.
I’ll have to ask the customer if they have any firewall settings blocking things, but I don’t believe I have anything in the way. Also, I was able to receive an email from the server on 5/31/24, but now am no longer receiving things. My colleague is able to receive them, though. Really not sure why it would be picking and choosing who emails are able to reach…
Yeah, its happened to us several times now. When sending out password reset emails, for example, all of a sudden we’d get an error that the email couldn’t be sent. The fact is, it was being SENT (by Epicor’s email server), but not being allowed through on OUR end.
We’ve gone through it multiple times now, so when I see that happen I’ll call my IT director and let him know emails aren’t going through anymore and he’ll watch as I send a test message… he’ll see the IP of the incoming, change our firewall to allow it, and we’re back up and running.
But yeah, if it is not effecting all users at the same time… then its probably not the same issue.
Well, it’s as good a place to start as any! Thank you, @dcamlin