Applies To:
All KnowledgeSmart users and Administrators.
Common Causes/Issues:
Emails sent to users by the KnowledgeSmart system are not received. This is usually first noticed when invites are sent out and users do not receive the invite mail.
Solution Overview:
When KnowledgeSmart system emails are not received the most usual reason is that the KnowledgeSmart servers have not been whitelisted by your organization's IT Department. Copy and paste the information below and send it to them.
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Sometimes KnowledgeSmart invite emails are blocked by spam prevention software. If the emails are not in junk mail, then your corporate security might not be allowing the emails through. This happens from time to time. A combination of the following steps usually resolves the issue:
‘White flag’ the domain @knowledgesmart.net.
‘White flag’ the domain @ks-server.net.
‘White flag’ emails from system@ks-server.net.
That should allow the emails to work OK. However, if they are still getting blocked, there is one more thing to try. Our hosting company (1&1) sometimes uses a relay server in Germany, called kundenserver.de.
‘White flag’ the domain @kundenserver.de.
That should sort everything out, from a corporate emails point of view.
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If, following the whitelisting above, your users are still not receiving their emails then please raise a support ticket.
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