Email Notifications Are Not Delivered
Situation
You, or your MBS (Managed Backup Service) customers are not receiving email notifications about the results of backup or restore plans.
Cause
This issue is typically caused by incorrect notification settings in the Management Console.
Solutions
Managed Backup
Solution 1. Global Notification Options
Check the Settings > Notifications page of your Management Console for Global Notification Options.
The option “Allow users to receive the notification emails” defines whether your clients can receive email notifications for the backup and restore plan results.
Below that, there is a set of options that defines whether the provider (i.e MSP) can receive notifications regarding results of the plans that are set up on your users’ machines.
You can enable notifications regarding specific plan types (backup / restore) and result states (success / warning / failure). Besides your primary email address, you can also specify alternative addresses. Select the appropriate options according to your preferences.
Solution 2: Email Service Settings
MSP360 Email Service
Check the Settings > Email Service page in order to inspect and, if necessary, adjust your notification delivery backbone. You can use the MSP360 standard notification service (default option), or involve your own SMTP or AWS SES (Simple Email Service) setups. If your email service is not configured correctly, notification emails may be delayed or marked as spam. If the Management Console displays the DKIM configuration required warning, you must configure DKIM records for your domain before email authentication can be completed.
If you use the MSP360 email service, verify your sender email address by completing the verification email. If you cannot find the verification email, check your Spam or Junk folder. For detailed instructions, see the article on configuring email notifications.
Custom SMTP Server
If you are using a custom SMTP server for notification delivery, please check the Settings > Email Service pand verify that all SMTP settings are configured correctly. After making any changes, send a test email to confirm that notifications are working.
If you do not receive the test email, verify your SMTP server configuration and check your mail server logs, if available. Because a custom SMTP server is external to the Managed Backup infrastructure, MSP360 Support cannot troubleshoot issues related to your SMTP server configuration.
Amazon SES
On Settings > Email Service, an AWS SES service (https://aws.amazon.com/ses/) could also be set up as your notification delivery backbone.
Before configuring Amazon SES, add an AWS storage account under Backup > Storage Accounts in the Management Console.
If notifications sent through Amazon SES are not delivered, verify your Amazon SES configuration in the AWS Management Console, including:
- Verified identities
- Sending limits
- Sandbox or production status
- DKIM and SPF configuration
- Region selection
In case of issues with notification delivery through AWS SES, please check the corresponding settings in your AWS Management Console (https://console.aws.amazon.com/).
Company-Level Notification Settings
In addition to the the global email notification settings, please also check the granular notification settings for the companies and plans that cause your concern.
Notification settings on a company level can be adjusted in the Notifications tab of the side panel on Organization > Companies.
Plan-Level Notification Settings
To check and adjust the notification settings on a plan level, you can enter the backup (restore) plan wizard remotely On Backup > Computers in the Management Console, or on-premises via the Backup Agent software.
In the backup/ restore plan wizard, please navigate to the “Notifications” step and check whether the notifications are turned on, and for which cases. Modify the notification settings if necessary.
User-Level Notification Settings
Check that you and your clients have valid email addresses specified in the “Notification emails” field on the Organization > Users.
Correct any invalid or misspelled email addresses.
MSP360 Backup Agent
In case you use a standalone MSP360 Backup software, please make sure that you have received and followed a validation email on the address that you have specified in the “Options” menu or within the affected backup/restore plan.
Finally, check whether notification emails are being filtered, quarantined, or marked as spam by your email provider.