Email notifications are not being delivered

Situation

You, or your MBS (Managed Backup Service) clients, do not receive email notifications regarding the results of backup or restore plans.

Cause

Such issues are commonly caused by notifications-related misconfigurations within the MBS web-console or Backup application settings.

Solution

You can make sure you have notifications configured properly by going through the following steps:

A. Check the “Reporting” -> “User Plan Report” tab of your MBS web-console for global plan email notification settings.

The option “Provider (you) receives the notification emails for all users” defines whether you can receive email notifications for the backup and restore plans running on your clients’ machines.

The option “Allow users to receive the notification emails”, in turn, defines whether your clients can receive such notifications.

Check the boxes according to your preferences.

B. Check the granular email notification settings in the plan(s).

You can enter the Backup (Restore) Plan Wizard remotely via the “Remote Management” tab of your MBS web-console or on-premises via the Backup agent software.

Please navigate to the Notifications tab in the wizard and check whether notifications are turned on the plan-level for the plans where they are required:

MBS Remote Management:

Backup agent:

Make adjustments to these settings if necessary.

C. Check that you and your clients have valid email addresses specified in the “Notification emails” field on the “Users” -> The required user -> “Edit” tab of your MBS web-console.

Specify the necessary addresses or correct any misspellings if they are present.

D. If you are using a custom SMTP server for notification delivery, please use the “Settings” -> “Notifications” tab of your MBS web-console in order to send yourself a test email.

If you don’t receive the test email, please check the state of your SMTP setup internally. Please note that custom SMTP servers are not part of MBS web-console inner infrastructure and are not subject to support troubleshooting.

If you are considering moving away from using a Custom SMTP Server, we recommend AWS SES. Please note that an AWS account is required for AWS SES implementation.

E. If you are using a standalone version of MSP360 Backup software with a one-time-purchase license (i.e you do not have access to the MBS console), please make sure that you have received a validation email at the address that you have specified (either in the Options menu or in a certain backup plan) and followed the instructions therein.

F. Last, but not least, please ensure that email notifications for backup/restore plans are not being filtered or marked as spam in your mailbox. Thank you!

If you are still not receiving notifications, please reach out to our Technical Support for further troubleshooting.