Messaging Troubleshooting

  • Messaging Options Display For Users With No Message Permissions

    Reported Issue In Roles Administration, all Message permissions are disabled, eg. set to No; yet users (that are not assigned any other role) can still see messaging options in the Message dropdown. Resolution The Messaging Options that display to a user without any Messaging permissions are not listed in Role Administration Message options, and therefore are not con...

  • Automated Messages/Notes are being sent from old staff user accounts

    Reported Issue Users are seeing automated messages/notes sent from users that are no longer working at the institution. Resolution Most likely, the reason for this is that there are messages/notes set up as Scheduled Messages on the user's account. To fix this, the scheduled messages should be removed/deactivated. How to stop Scheduled Messages from sending automated me...

  • Daily Digest is Missing

    Overview Whether or not a staff user receives a Daily Digest depends on their individual: User Settings Caseload Activity Feed For example: If a staff user's settings are only configured to receive daily digest notifications about staff initiated alerts and there are no relevant staff initiated alerts alerts on their caseload students, this would explain why the sta...

  • Text Messages are Not Sending

    Overview By design, when a text message fails to send, the text message recipient will automatically be sent an email message to their primary (edu) email address instead. In most cases, the reason that SMS messages do not send via text message is that the text message recipients do not show any phone numbers that are either SMS Enabled or SMS Default phone numbers ass...

  • Email Abuse Report from Amazon SES

    Reported Issue An email was returned with a message that it was bounced. The email is from complaints@email-abuse.amazonses.com. The email message says that "This is an email abuse report for an email message from amazonses.com". Why is this happening? When a recipient of your email campaign clicks the spam button (or its equivalent, such as a "junk mail" button) in t...

  • How to ensure that Sent Email "From Addresses" do not go to Spam

    Overview In order to prevent emails sent from customized campaign From Email Addresses from going into SPAM, your institution DNS may need to be configured by your institution's IT staff. Configure SPF Add an SPF record to your DNS provider with the following content: "v=spf1 include:amazonses.com ~all" If you already have an SPF record, you can update it as f...

  • Messages are Sent yet not Delivered - Email Address is on the Suppressed Destinations List

    Reported Issue The Suppressed Destinations list is not controlled by Student Success & Engagement, and SS&E does not add email addresses to this list. Rather, this is a function of the AWS SES email tool that is used to help preserve the reputation of the message delivery service for SS&E Messaging and for AWS SES as a whole.  Most of the time, messages sent to email ad...

  • "Messages Experiencing Downtime" Health Status Check

    Overview The Messages status displayed on the Health Status page found in SS&E under the Advanced menu is used to notify Administrator users about failed messages. In most SS&E systems, messages fail on a daily basis since the nature of messaging is that there are known issues that are present yet do not get resolved since they are not relevant. However, that is for eac...

  • The Daily Digest is missing Friday activities

    By design, the Daily Digest captures events, achievements, and alerts from the past 24 hours. In order to capture Friday activities, verify that Institution Configuration is configured to include Saturday on the "Days to Send Daily Digest Email" institution configuration setting. From the above link, scroll to: Days to Send Daily Digest Email Which days during the week ...