EMAIL BOUNCING

JO-ANNE_7327707
JO-ANNE_7327707 Member Posts: 244 ✭✭✭

HI All

once again having this issue. Sent a customer invoice direct from RAH as I always do, the email addresses have not changed, email bounce notification.

I sent invoice directly from Outlook, no problems.

Why????

Answers

  • Reeta
    Reeta Reckon Staff Posts: 37 Reckon Staff
    edited December 2023

    Hi @JO-ANNE_7327707 ,

    Sorry to hear that your emails are bouncing back. Typically, this issue arises when the recipient's email mailbox is full, there are large attachments in the email, or there have been changes to the domains associated with incoming emails. For more insights into common reasons for email bounces, please refer to the article provided below :

    https://help.reckon.com/article/y5d8gisapf-rah-bounced-email-notification

    Regards,

    Reeta

  • JO-ANNE_7327707
    JO-ANNE_7327707 Member Posts: 244 ✭✭✭

    Why then are they not bouncing back when sent directly from Outlook?

  • Reeta
    Reeta Reckon Staff Posts: 37 Reckon Staff
    edited December 2023

    Hi @JO-ANNE_7327707

    The reason for bouncing back in Reckon hosted could be the attachments are over 10MB in size. You will be able to find details of why the email failed in the Mail log files. To access mail log , please follow the steps below:

    1. To access a copy of the mail log to investigate further, within Reckon Hosted click the Toolbar icon and select the Download option.


    1. Navigate to the Q:\Log folder
    2. There will be a separate log file for the last five days that an email has been sent out of Reckon Hosted with the name QBMailCLient_yyyymmdd.log
    3. Locate the log specific to the date that you sent the email and click it to download it, once downloaded open the file in Notepad
    4. Scroll through the log file to find the log related to the specific email that wasn't delivered and you should see the details of the error that occurred.

    In the example below, the size of the attachment was larger than the size limitation.

    Hope this helps.

    Regards,

    Reeta

  • JO-ANNE_7327707
    JO-ANNE_7327707 Member Posts: 244 ✭✭✭

    I'm struggling to understand this, I email to this email address very frequently. All that is attached is an invoice, I have emailed invoices to this email address with more content on it than this one and have not had a problem previously.

  • JO-ANNE_7327707
    JO-ANNE_7327707 Member Posts: 244 ✭✭✭

    there is no error message, I have attached the bottom part of the log


  • Reeta
    Reeta Reckon Staff Posts: 37 Reckon Staff

    Hi @JO-ANNE_7327707 ,

    Would you mind sharing your contact information with me privately? I need to reach out to you for further investigation.


    Regards,

    Reeta

  • JO-ANNE_7327707
    JO-ANNE_7327707 Member Posts: 244 ✭✭✭

    yes that is fine, how do I do that?

  • Reeta
    Reeta Reckon Staff Posts: 37 Reckon Staff

    @JO-ANNE_7327707

    Click my name and select the 'Message' button that appears on my profile card.

    Regards,

    Reeta