Why are some families not receiving Emails from TASS?

The TASS web server passes the emails to your Exchange Server via an SMTP relay. The Exchange server then sends those emails to the recipients.

The TASS Support are limited in how much they can assist when parents are not receiving emails. You will likely need to work with your mail admin, who has access to your other systems and can assist in troubleshooting this issue.

Here are some things to try:

• Check that the Communication Rules for the student are set up correctly.

• Mail traces help you confirm that the email is entering your Exchange server.

• Send a test email to a troublesome email domain account (eg bigpond).
  Test emails can be sent from from TASS.web System Admin > Utilities > Mail Spool Maintenance > Send Test Email.

• View mail sent logs in TASS.web System Admin > Utilities > Server Logs > mailsent.log. Scroll to the bottom, and search for the troublesome domain (e.g. "Bigpond").

• Check if your mail server has been blacklisted by the troublesome domain (e.g. big pond) using MXToolbox, Spamhaus, etc.

• Check whether the SPF settings are set up correctly in TASS.web System Admin > Utilities > Mail Spool Maintenance.

• If an email arrives in an inbox for a troublesome domain, consider running the message headers through MXToolbox or Microsoft Message Header Analyser.