The following is a list of common issues that you may face when sending email to your customer through your website. Next to each issue are the ways that MVISolutions troubleshoots and assists in resolving those issues.

1.        Issue: The email system has a script error preventing the email from actually being sent

Resolution: MVI troubleshoots the script to determine and modify the programming error

2.        Issue: The Mail Server on the Web Server is down (not functioning)

Resolution: An automated monitoring script is in place to alert MVI if respective server is down and allows us to take immediate corrective action

3.        Issue: The destination Mail server is down (not functioning)

Resolution: This issue is handled automatically by MVI’s own mail server. The message is put into a queue and periodic attempts are made to send the message. If the system times out and the message fails to be delivered, it will be sent back to the original creator of the email.

4.        Issue: The mail system is rejecting mail (abuse, spam)

Resolution: MVI will modify specific areas of the email/system; IP address, return path, server blacklist check

5.        Issue: System is placed on a Dynamic Black List (harassment, etc.)

Resolution: MVI will modify specific areas of the email/system; IP address, return path, server blacklist check

6.        Issue: The message has been formatted incorrectly

Resolution: The rejection message will be analyzed by MVI and we will reformat appropriately

7.        Issue: The message has been filtered out through spam filters

Resolution: MVI will analyze the rejection message and make any and all of the following issue specific recommendations: revise message content including adjustment of imbedded links and images. 

8.        Issue: A rule has been set up in the spam/junk email folders

Resolution: MVI will request user to clear out all spam/junk email system rules

9.        Issue: The email address was spelled incorrectly

Resolution: MVI will view the email log and determine if specific addresses have been rejected or sent. MVI can determine from the logs if certain addresses exist or not.

10.     Issue: Mailbox full

Resolution: MVI mail log will state the email has been rejected due to a full mail box or that the box is over quota.

11.     Issue: Attachment violation

Resolution: MVI will recommend that the following attachment extensions not be included in an email: .scr, .pif, .vbs, .hta, .cmd, .com, .ezip, .cpl, .exe

12.     Issue: Email size

Resolution: MVI will recommend that all attachments and email size be limited to 2MB or less. MVI can recommend ways to decrease the size of emails.