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Does not receive verification mail

Answered
Kai Magnus Nymann
On Saturday i made profile for an customer. But he did not receive verification mail. He checked his spam folder, e mail address and tried resend verification. Could there be any external error or does it have to be something about his e mail account?
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Comments

15 comments

Date Votes
  • Norman
    • Network Optix team

    Hi Kai Magnus Nymann,

    Did he receive the email at some time or still nothing?

    I just verified the process in my system and got the invite instantly.

    Anyway, I'll ask our cloud team if there were any issues this weekend related to this issue.

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  • Sergey Bystrov

    Kai Magnus Nymann

    Any chance you can give is maybe a few first a last symbol of the e-mail was used?
    Like this: sv###v@gmail.com

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  • Kai Magnus Nymann

    Hi.
    He still says he have not receive mail.
    His e mail account is <email_address removed>.
    May be you can override verification for this verification?

    Thanks for help and replies.

    Regard Kai Nymann

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  • Norman
    • Network Optix team
    Edited

    Hi Kai Magnus Nymann,

    Is it possible to add <email_address removed>  to the system, just to see if we receive the invite and can connect?
    Please let me know if and when you added that address. Thank you.

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  • Kai Magnus Nymann

    Hi Norman.

    I can add user til the system. Is just the customer who not receive confirmation when i made profil for him.

    I have add your <email_address removed> to the system now.

    Kai 

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  • Kai Magnus Nymann

    Thanks, customer is now added to his system:)

    But I got an other issue, my old e mail <email_address removed> is not working properly anymore.
    I tried to update to my new e mail <email_address removed> but when I click link in verification and have to make new password, your system decline on next level.
    What have I done now?

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  • Norman
    • Network Optix team
    Edited

    Hi Kai Magnus Nymann,

    Regarding:

    I have add your <email_address removed> to the system now.

    I received the invites correctly.

    Regarding your second message;

    I'm a bit confused this seems unrelated to the Nx Cloud. Is that correct? The .zendesk.com address is a 3rd party solution we use for our support system and is used for this community. The image appears to be a connection issue and should be resolved by checking the connection and do another attempt.

     

     

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  • Kai Magnus Nymann

    Hi Norman.

    Sorry, I came with an second question in the end.

    My customer have his account verified, or you did something.

    Since we started this conversation I notice I have my Nx account linked to wrong e mail adress.
    Got some issue to change e mail adress. But I will try again and make an new ticket if I can’t solve it.

    Thanks for you help!

    Kai

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  • Kai Magnus Nymann

    Hi.

    I get the same issue again with another customer who use Outlook Email.

    Tried resend Email.  But customer did not received any verification Email.
    It look like it is an issue to create an  cloud account with outlook Emails.
    Is never an issue with Google Email.

    Are you familliar with this issue?

    Kai 

     

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  • Norman
    • Network Optix team

    Hi Kai Magnus Nymann,

    There were no known issues in the past days that would have caused this.

    I also just verified it, and am able to add any email account which is available to me; Gmail, Outlook, and ProtonMail. Existing and non-existing cloud users.

    Please check the SPAM folder, but if it isn't available there, please let me know the following;

    1. Was it an existing cloud user; what I mean, did the email address already have a cloud account, but was it just added to another system, or was the invite sent to a new email address, without any cloud account?
    2. Can you share the affected e-mail address? A few first symbols and a part of the domain if it is different to outlook.com, so we can check the database?
      Like this: sv###v@gmail.com
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  • Kai Magnus Nymann

    Hi Norman.

    Tired to make an new cloud account to <email_address removed> several times.
    Customer tried to and we check spam folder.
    When he did not receive any verification mail, we make <Gmail_address removed> account.
    Then he got verfication mail right away.

    I will ask them to check settings in outlook. Is just stranges it an issue for 2 different customer with an outlook account.

    Kai.

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  • Norman
    • Network Optix team
    Edited

    Hi Kai Magnus Nymann,

    I'm sorry to read that. I share the email with our cloud team for further investigations and get back to you as soon as possible.

     

    JIRA-CB-428

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  • Norman
    • Network Optix team

    Hi Kai Magnus Nymann,

    My apologies for the delay, I pinged our cloud team for some feedback regarding this matter and I hope to provide you an update as soon as possible.

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  • Norman
    • Network Optix team

    Hi Kai Magnus Nymann,

    The email, p***@********ter.no, does exist in the Nx Cloud portal and cloud database and has the status:

    awaiting email confirmation

    We also noticed that an issue exists when AWS SES emails were sent to Outlook email services, that they are blocked by Outlook. And there are more related topics about this subject to be found online.

    Unfortunately we do not have a clear solution for it, the only successful method we found online is people adding the AWS SAS email address to a whitelist in the Outlook settings.

    The address that should be whitelisted is:  service@networkoptix.com

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  • Kai Magnus Nymann

    Thanks for information.
    I will adress this info to customer.
    For the moment they use an gmail adress.

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