Failed Email Job

Owned by Debby Gibson
Last updated: Nov 25, 2020

There are a number of reasons why an email job will fail.  Firstly, we need to understand why the job has failed.  To find this out perform the following:

Step-by-step guide

From the Email Jobs grid

  1. Ensure the Email Status column is defined on the Email Jobs Grid
  2. Filter the Email Jobs grid to show those jobs which have failed.  You can select a "View" to show you these jobs
  3. Using your mouse hover over the Red Failed Star icon
  4. The system will display the reason why the email job has failed
  5. From here you can troubleshoot the reason for the job failure


Referenced files are missing

Images

Nimbus requires all files that are used within both an email (either an Email Job template, or a System Email) and the email stationery, to be stored in Nimbus.

Usually an image file that is used in email stationery is stored in a Business Folder called Resources / Images.

Client Files

Files that are linked to an email job must be located in either the Client folder, or a Business folder.  

The folder properties must be such that the file can either be Published (if stored in a client folder), or located in an unrestricted Business folder.

File is unpublishable (CDM Only)

The process of sending an email job is such that if the document CAN be published (located in a folder that is not restricted / does not show Prevent Publishing) then it will published as the email job is sent.

If the document is located in a restricted folder, or has a CDM Document Workflow status that does not allow publishing, the email job will fail as the document cannot be published.

To fix this issue, either locate the file in a folder that does not have restrictions, or set the Workflow Status to one where it can be published.  


Incorrect email address or email address Inbox is full

This is the most common issue for an email job to fail.  Check the spelling of the email address you have stored in Nimbus.  If you are syncing your Contact information from your Practice Management Software, ensure that it is updated correctly in your PM software, and then sync this through to Nimbus.

The message that is displayed here is what Nimbus receives back from the Receiving Email Server (where your clients email account is stored).  The message depends on how that receiving email server is configured.


Client has Unsubscribed from receiving Nimbus emails 

A Client can unsubscribe from receiving Nimbus emails, though this means that they will no longer receive ANY Nimbus emails.  The business is able to change this option within their Nimbus account as follows:

Edit the Contact record and enable the "Allow Notifications" option.  

Click the Update button to save your changes.

If you have an email job that has failed due to this setting, you will now be able to repeat and resend the job.


Depending on the reason for failure you may be able to edit the email job fix the issue and then repeat the job to resend it.