Aug 16, 14:59 NZST
Resolved - This incident has been resolved.
Aug 11, 15:39 NZST
Monitoring - Cin7 Software is not causing the issues with emails. Where this is happening, we have identified that the recipient email service provider has Spam filters that are diverting Cin7 emails into quarantine, spam or junk folders. From time to time, email service providers will change their settings to make them more aggressively protective towards emails they identify as suspected spam. Customers facing this issue have been able to get emails from Cin7 again by following the recommended steps below. Although Cin7 Software is not causing these issues, we are actively working on resolving them on behalf of our customers and their buyers and suppliers.
Aug 11, 11:19 NZST
Identified - Cin7 has confirmed that emails are being sent. Spam filters on the recipients end are sending Cin7 emails to spam, deleted spam or junk folders and in some cases they are going into quarantine. Please follow the recommended steps outlined below to address this. We have heard from a number of customers that the steps have been successful in restoring email to work as normal
Aug 9, 13:56 NZST
Investigating - We have investigated and continue to work on an issue where customers are sending emails, but they are not being received.
Some are being quarantined and are not making it through to the recipient's mailbox and others are making it through but are going into Spam or Junk folders.
We recommend trying the following steps:
1. Add the SPF record to your email domain provider https://connect.cin7.com/s/article/Allowing-Cin7-to-email-on-your-behalf. You may need your IT team to do this.
2. Please wait for at least 1 hour, and then send test emails. Check if the emails go to the spam or junk folders.
3. Create a case or reply on your case relating to this issue that you tried steps 1 and 2 but they did not work. We will send you the required DNS data. You may need to forward this to your IT team. They will use this to update your domain’s DNS records. It can take up to 48 hours for this to take effect.
4. If you use Microsoft Email (Outlook), contact Microsoft support team to see if there are emails quarantined under Microsoft 365 Defender. https://support.microsoft.com/en-us/contactus/#!
5. Open sender office (https://sender.office.com/).
- In the From address, enter the email address you are using to send emails.
- In the IP address field, enter the IP address: 149.72.251.59
- You will receive a confirmation email as part of the verification process.
Reply on the case relating to this issue or create a case to let us know if the above steps have not worked. For your customers/suppliers who are not receiving emails from Cin7, please let us know which email service they are using (e.g. Office 365).