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OS-115: OpenSpace notifications/password reset not reaching the intended recipients

Article ID
openspace-notifications-password-reset-not-reaching-the-intended-recipients
Article Name
OS-115: OpenSpace notifications/password reset not reaching the intended recipients
Created Date
21st November 2019
Product
IRIS OpenSpace
Problem
When uploading documents, creating new accounts or reseting a password, notifications can be sent but the intended recipient of the notifications are not recieving the email.
Resolution

There are two factors that could cause this;

  • The notification is in their junk box
  • The message has not been sent or rejected

Firstly get the user to check their junk box of their e-mail. If it is in there, the client will need to add noreply@irisopenspace.co.uk (or the e-mail address you use) to their safe list

If this is done, then you will need to do the following:

Log in as an admin user for openspace | Click Settings | Customisations | SMTP settings.
Where it says Status, is this set to disabled or live?

SMTP settings

Disabled = Send the client e-mail address and the approximate time to support@iris.co.uk and we will check our exchange. If blocked, the client will need to add noreply@irisopenspace.co.uk to their safe list.

Live = e-mails are being sent from your exchange so you will need to ask your IT/email provider to check the SMTP Settings (it is not uncommon for the password to have changed and OpenSpace SMTP Settings required updating for example) & the status of the e-mails.

Please refer to https://www.iris.co.uk/iris-openspace-branding-guide/ for the details on customizing IRIS OpenSpace

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