Not all Payslips emailed

Morning

Last night we had 405 payslips generated (roughly normal qty for us).

We've had multiple people call to advise they've not received their payslips but were paid. On checking the email log, only 356 appear in the email log. Have resent 2 of the missing ones and confirmed they were sent so no apparent issues with user setups (in any case they've received them OK on past week). No crashes or system issues reported last night around the time the payslips were generated (around 18:15 AEST) and process seems to have run/completed as normal

Any ideas where to go from here to investigate why these weren't sent?

Accepted answers

All comments

klaura

Hi Alex_10836088,

These employees who have not received the payslips, do their email aadresses have in common?

You can view email report as to why these pay slips were not received by going to View email report link in you Dashboard. KB Guide is located here https://help.reckon.com/article/3jvwdx1ths-reckon-accounts-hosted-how-to-email-report .

I hope it helps.

Best regards,

Tanvi_kataria

Morning @Alex_10836088

Regarding the missing emails, can you please confirm if the employees email address has the same domain as ************@gmail.com or ************@bigpond.com, etc.

Also, for the last Pay slips, did they receive without any issues?
Did they receive in Inbox or in the spams?

And because, the pay slips are sent through accountshosted@reckon.com. If you can please check with the employees whether they have this email address in the safe sender's list.

Please let me know for any concerns/issues. Thank you!

Regards

Tanvi

Alex_10836088

Hi Both

No commonalty with domains. this morning we'd (re)sent 2 that didn't go. one was a gmail and one for a hotmail. Both sent/received OK and appeared in logs. There's plenty of other gmail and hotmails that did go OK last night also (so don't think it's a "free email" issue)

These aren't being sent to spam/junk - They aren't in the email logs as being sent (please the staff receive emails every other week)

klaura

HI Alex_10836088,

You mentioned they are not in the email logs, do these email addresses show up in the Email Report?

Best regards,

Karren

Alex_10836088

Sorry - by "Email Logs" I'd meant the "Email Report" - I'd logged into Control Panel with the user who ran the pays/generated payslips and we went to the email report together. filtered data range etc. (shame Admin user's have no access to these logs/reports directly)

Alex_10836088

Based on your comments about LOGS, I've done some searching and found actual mail logs under Q:/logs

Have confirmed the missing emails aren';t in there either however, i can see that they just stop so assume maybe the process crashed out - although confirmed again with user and there was nothing to indicate to them it didn't finish normally.

The last user in this log file has received emails in the past so not expecting any issues with their profile setup (but double checked and all looks normal with no EOL or hidden illegal characters in email etc)

Is there a way to see if the process/app crashed? any crash logs/reports?

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