If you are using the built-in email list functionality in the Communication’s MailingMaxx module (i.e., the integrated Mailman list function, as opposed to using an external system like MailChimp), there are some common issues that can occur …
If one or a handful of users aren’t getting some or all list messages (but most are)
First, make sure they check all ‘the places’ …
- have they checked their Inbox sub-folders (eg., promotions, social, etc),
- have they confirmed it isn’t in their spam folder,
- have they confirmed it isn’t in their corporate spam folder or filter (which means they’ll need to talk to their IT team).
This could also be happening if there are large attachments. It is possible for an attachment to be under our limit for attachment size, but still be stopped by the receiving server due to its size. You can read more about attachments for list message here.
If the issue is only happening for association staff (i.e., members are getting the email but some/all of the association staff are not), please check with your IT team, as they’ll probably need to make some sort of adjustment in your email server filters. It’s possible that the volume of email coming from MatrixMaxx triggered a reaction on the filters. We can provide the IP(s) of our servers for whitelisting, which is typically the best solution, when possible.
If your email is not successfully posting to the list …
If your email is not going out to the list, there are a variety of things that could be going on.
Are you sending to the correct list address?
please check that you are sending to the correct list address by checking the address in MatrixMaxx! If you are not sending to the exact list name, the message won’t route properly!
- We have seen instances where a staff member has modified the list name in MatrixMaxx, and has either not told other staff, or the other staff have the old list name in their address book and continue to use it
- We have also seen instances with the -lists version of the address, which each list has. e.g., if your board list is board@mailingmaxx.association.org you may have received messages from a slightly different address at board-lists@mailingmaxx.association.org. But this second address is not the list address and is in fact not a valid list address at all. You may have received messages from that address, because that is the list mailer address. Some email clients will display it as part of the ‘from’ and it will sometimes send out admin messages from that address, but it is not the proper list address for senders to use.
Are you sending FROM an email that is a designated poster (or list member) in MatrixMaxx?
If your emails aren’t making it to the list, make sure that you are sending from the email that is documented in MatrixMaxx as your primary email. A lot of users these days have multiple email addresses or aliases, so this can become an issue.
- For example, John Smith works for ACME. He has 3 email accounts he can send from: jsmith@acme.org, john@acme.org, and membership@acme.org. If he is in MatrixMaxx as john@acme.org, he must send from that address to the lists! Otherwise, the list server will not recognize him as an authorized poster and will either put the message into moderation or drop it entirely.
Which email addres will the list go to PRIMARY or ALTERNATE?
- If the individual is an admin/moderator, then any moderation/list/owner emails will go to both their Primary and their Alternate emails.
- If the individual is simply on the list as a member/recipient, mailman ignores the alternate email in Maxx and simply sends to the primary email address.