Email Issues

Troubleshooting guide for email-related issues in Solo.

Emails Not Arriving

Symptoms

  • Emails not received at Solo Identity
  • Emails missing from inbox
  • Emails delayed
  • Emails not visible

Solutions

  1. Check Spam Folder

    • Check spam/junk folder
    • Mark as not spam if found
    • Add sender to whitelist
    • Review spam settings

  2. Verify Email Address

    • Confirm email address is correct
    • Check for typos
    • Verify identity handle
    • Review email format

  3. Check Email Settings

    • Review email processing settings
    • Verify email routing
    • Check email filters
    • Review email permissions

  4. Check Agent Configuration

    • Verify Inbox Manager is active
    • Check agent email settings
    • Review agent email routing
    • Check agent email filters

  5. Review Email Logs

    • Check email activity logs
    • Look for email processing errors
    • Review email handling logs
    • Check for email errors

Emails Not Sending

Symptoms

  • Unable to send emails
  • Email sending fails
  • Email sending errors
  • Emails not delivered

Solutions

  1. Check Internet Connection

    • Verify internet connection
    • Test connection speed
    • Check for network issues
    • Try different network

  2. Verify Recipient Address

    • Confirm recipient address is valid
    • Check for typos
    • Verify email format
    • Test with different recipient

  3. Check Email Size

    • Verify email size is within limits
    • Check attachment sizes
    • Reduce email size if needed
    • Remove large attachments

  4. Review Error Messages

    • Read error messages carefully
    • Note error codes
    • Check error context
    • Document errors

  5. Check Email Settings

    • Review email sending settings
    • Verify email configuration
    • Check email permissions
    • Review email limits

Agent Not Processing Emails

Symptoms

  • Inbox Manager not handling emails
  • Emails not being processed
  • Agent not responding to emails
  • Email processing errors

Solutions

  1. Check Inbox Manager Status

    • Verify Inbox Manager is active
    • Check agent status
    • Review agent configuration
    • Reactivate if needed

  2. Review Email Settings

    • Check email processing settings
    • Verify email routing
    • Review email filters
    • Check email permissions

  3. Check Agent Configuration

    • Verify agent email settings
    • Review agent email permissions
    • Check agent email routing
    • Review agent email filters

  4. Review Agent Logs

    • Check agent email activity
    • Look for email processing errors
    • Review email handling logs
    • Check for email errors

Email Delivery Issues

Symptoms

  • Emails not delivered
  • Emails delayed
  • Emails bouncing
  • Delivery errors

Solutions

  1. Check Recipient Address

    • Verify recipient address is valid
    • Check for typos
    • Verify email format
    • Test with different recipient

  2. Review Email Settings

    • Check email delivery settings
    • Verify email configuration
    • Review email permissions
    • Check email limits

  3. Check Email Logs

    • Review email delivery logs
    • Look for delivery errors
    • Check bounce messages
    • Review delivery status

  4. Verify Email Service

    • Check email service status
    • Verify email service configuration
    • Review email service logs
    • Contact email service support

Email Formatting Issues

Symptoms

  • Email formatting incorrect
  • Email display issues
  • Email rendering problems
  • Email formatting errors

Solutions

  1. Check Email Format

    • Verify email format is correct
    • Check for formatting errors
    • Review email template
    • Test email format

  2. Review Email Settings

    • Check email format settings
    • Verify email configuration
    • Review email preferences
    • Check email display settings

  3. Check Email Client

    • Verify email client supports format
    • Check email client settings
    • Review email client configuration
    • Test with different client

Email Attachment Issues

Symptoms

  • Attachments not sending
  • Attachments not receiving
  • Attachment errors
  • Attachment size issues

Solutions

  1. Check Attachment Size

    • Verify attachment size is within limits
    • Check file size limits
    • Reduce attachment size if needed
    • Compress attachments

  2. Review Attachment Settings

    • Check attachment settings
    • Verify attachment permissions
    • Review attachment limits
    • Check attachment configuration

  3. Check File Types

    • Verify file types are supported
    • Check allowed file types
    • Review file type restrictions
    • Test with different file types

Getting Help

Self-Service

  • Check documentation: Review email documentation
  • Search docs: Search for your issue
  • Read guides: Follow email setup guides

Contact Support

If you can't resolve the issue:

  • Contact support: Reach out to support team
  • Provide details: Include email address, error messages, and steps to reproduce
  • Check status: Verify service status
  • Be patient: Support will respond

Next Steps

Version: 1.0
Last Updated: November 2025