Email Retrieval Error process
To view the email retrieval log: Navigate to AdminSettings and Utilities Mail Retrieval
System Procedure for handling error message when retrieving email
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If an error is received during email retrieval, the error count is incremented by 1 and the time is adjusted for retrieval by a power of 2 on the error count, up to one hour.
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If the email retrieval is successful, then the error count is reset to 0.
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An email notification is sent to support stating that email retrieval has failed on the first hour of email failure and every 24 hours after that.
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An email notification is sent to support stating that the email retrieval has been restored (only if it falls on the regular first hour or 24 hour notification schedule.
Please Note that we only try retrieving emails while a user for the account is logged in
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If a user logs in and we check for emails and receive the first error for retrieval for this account, if the user stays logged in for another 10~12 minutes, then it will check again at that 10 minute retrieval.
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But if after that 1st error the user logs out, email retrieval will not occur until they log back in… upon logging back in, if the actual time elapsed is greater than the 10 minutes it will try pretty much immediately after they log in.
Example of Procedure when a user stays logged in:
if the account is set to retrieve emails every 5 minutes then:
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Upon the first error, the error count is set to 1
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We will not check for emails for another 10 minutes.
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If at the 10 minute check we receive another error, then we will not check for another 20 minutes
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If errors continue, then it would be 40 minutes, then 60 minutes.
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At the 60 minute check we would sent out a SARA notification to support indicating this account is not receiving emails.
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We would continue to check emails every 60 minutes after that and send a notification to support if it has not sent a notification in the past 24 hours.