When we’re having trouble delivering a discussion email to a participant, we add a message to the discussion thread in Current RMS to let you know.
The message tells you the email address that we couldn’t reach and provides some details about what might have happened. In most cases, we post the technical information that we receive from our mail server or the mail server of the recipient.
Email is an open format, but it’s often implemented in slightly different ways by mail servers and providers. This means that the error messages we get back aren’t always standard. For example, a message that we receive for the same error might be different for someone using Microsoft Exchange to someone using Google’s Gmail.
Here’s a list of common messages and some tips on how to resolve. Keep in mind that this list isn’t exhaustive and some of the error messages or codes might be slightly different. The most common causes for email notification issues include: emails being on a suppression list, domain or IT setting restrictions, and incorrect email addresses in user accounts.
Not delivering to previously bounced address. The response received was: 605.
When we try to deliver an email and it doesn’t get through, it’s called “bouncing” because the email bounces back to us. When an email bounces, we’ll stop trying to send and suppress further delivery attempts.
High bounce rates negatively impact our sender reputation, which makes it less likely that discussion emails sent from Current will be delivered successfully. Temporarily suppressing delivery attempts to invalid email addresses protects our sending reputation.
To resolve:
Check that the recipient’s email address exists and is correct
If possible, determine if there are any problems with the recipient’s email account
If you’re sure the problem has been resolved, use the “Check email suppression” action on the page in People & Organisations to delete the entry on our suppressions list
Users who have unsubscribed or whose emails have been added to the suppression list won't receive notifications. If you confirm the email address is correct but notifications aren't being delivered, check if they've been unsubscribed. Removing the address from the suppression list typically resolves this issue.
Mailbox errors
If you get any of the errors below:
Recipient not known
Mailbox unavailable
User unknown in relay recipient table.
No such mailbox.
The response received was: 550
The response received as: 602
Messages like this usually indicate that the domain (the part after the @ sign) is valid, but the email address isn’t correct.
To resolve:
Check for spelling mistakes in the email address
If possible, check to see if the email address exists, e.g. by checking the company’s website
Attempt to send from your own email inbox
Send to another email address at the company
Message Rejected
If you get any of the errors below:
Rule imposed mailbox access for email address refused.
Recipient address rejected: Access denied.
Message rejected because `outbound.app.current-rms.com` is blacklisted.
The response received was: 550.
This kind of message generally means that the recipient’s mail server has blocked our messages. This could be because that they’ve been mistakenly marked as spam or caught by an email filter.
You’ve probably experienced this yourself, where legitimate messages have found their way into your spam folder. Automatic email spam filters can sometimes be over-eager and may mistakenly filter messages based on things like the language used, number of attachments, and time sent.
To resolve:
Contact the recipient to let them know that this was filtered in error
If in regular contact, ask the recipient to add
notifications@app.current-rms.comto the trusted sender list or email whitelist
If we ever discover that our mail server has been placed on a blacklist, we take steps to contact the blacklist owner to have it removed.
Domain or IT Setting Restrictions
Sometimes, email notifications may fail to reach recipients because of restrictions set at the domain level or by their IT department, even when no error messages are returned to Current RMS.
To resolve:
Ensure there are no domain restrictions or blocking rules interfering with the delivery of Current RMS emails
Contact your IT department to verify if there are any restrictions in place and request necessary changes
Ask recipients to check their email security settings and spam folders
MX server error
Any server errors like below:
No MX for email address
Unable to connect to MX servers
The response received was: 498 or
The response received was: 612.
Messages that refer to “MX” usually mean that there’s a problem with how your recipient’s email servers are set up.
If you’re familiar with running a website, you’ll know that you need to make sure that you’ve set up MX records and your mail servers are working OK in order to receive emails. A message like this suggests that the person you’re emailing is having problems with their configuration.
To resolve:
Check that the email domain (the part after the @ sign) is correct
contact the recipient by another means to let them know you’re having trouble emailing them
Try again later – it could be a temporary problem
4XX Code Errors
Any errors with 4XX errors like below:
The response received was: 499
The response received was: 432
Response codes 499 or 432 with no other information are sometimes returned by Microsoft Exchange email servers. This could be because the recipient’s email queue has been stopped or their inbox has been temporarily frozen while an administrator works on their account.
To resolve:
contact the recipient by another means to let them know you’ve having trouble emailing them
try again later – it could be a temporary problem
Email Bounce errors
Any error messages such as:
The bounce description was: Email rejected due to security policies - link
Your message looks like SPAM or has been reported as SPAM
The response received was: 554.
If you receive a message that includes a link to a security policy, blacklist, or spam filter, it sounds like our emails might have been blacklisted by a particular email provider or ISP.
This is rare but can happen when emails are accidentally marked as spam by automated systems or by folks who move messages to spam in error.
We monitor this kind of response and work with providers to make sure that we’re removed from these lists as quickly as possible.
To resolve:
If in regular contact, ask the recipient to remove
notifications@app.current-rms.comfrom their spam filterContact our Customer Success team using the green help bubble
Attempt to send from your email inbox
If we’re ever blacklisted by a larger email provider, we’ll make an announcement on our status page and keep you posted on our progress.
Incorrect Email Address in User Account
A common cause of notification issues is an incorrect email address configured in the user account. Emails might be sent to a different address than intended due to data entry errors.
To resolve:
Verify the email address associated with the Current RMS account
Update the email address in account settings to ensure notifications go to the correct address
Double-check for typos, formatting errors, or outdated email addresses
For security reasons, it is not possible to add participants to a discussion while you’re in a trial account. Once you move into a paid subscription, you will have full access to this functionality.
Preventative Measures for Email Notification Issues
To minimise issues with email notifications in Current RMS:
Regularly verify user account email addresses to ensure they are accurate and up-to-date
Monitor suppression lists and promptly address instances where users unsubscribe inadvertently
Work with your IT department to prevent domain-level restrictions that might impact email delivery
Ensure participants understand how to check spam folders and whitelist Current RMS email addresses