This article provides guidance on troubleshooting issues where some or all users fail to receive emails sent from the Salesforce application.
Depending on the situation, resolution may require assistance from Salesforce support, your internal IT department, or your Salesforce administrator.
Note
While these steps do resolve most issues, there’s no way to guarantee that all emails show up in your clients' inbox. This could be because of a change to IT policies, or the criteria used to filter emails could block emails sent from Salesforce.
Note
Always begin troubleshooting with Step 1
Submit a support ticket to Power Factors FSM requesting an email log from your instance.
On your log file, review the 'Delivery Stage' column for any errors incurred during the attempted delivery of the emails to the user's Mail Transfer Agent (MTA).
Successful delivery is noted by a D in the Mail Event column.
Failures are noted by a P (permanent: mail is bounced to the sender immediately) or T (transient in the Mail Event column. For more details see: Email Log Reference
Mail delivery to the recipient is attempted for up to 24 hours before it bounces back to the sender.
For a single email, you might see multiple line items with a D in the Mail Event column. This occurs because some emails pass through multiple Salesforce MTAs before reaching the final recipient.
Mail that is CC'd to a recipient has its own line item in the logs.
A common error seen in the email logs is "No MXs for this domain could be reached at this time." This error indicates that the Salesforce MTA can’t resolve the recipient’s domain correctly, or more commonly, mail attempted to be delivered to the recipients MTA is being blocked on the recipient's end of the connection.
Most companies monitor incoming mail and traffic from the internet by filtering untrusted network addresses.
If a single User is not receiving emails from Salesforce, it's less likely to be an issue with the IP allowlisting. If IP addresses are blocked or filtered, then several Users will have a problem receiving emails from the Salesforce application.
For IP range information please see Ensure you can receive email from the Salesforce application .
All email configuration settings require collaboration with your IT team, as they need to provide details about your domain or updates to your email server. Be prepared to schedule a call with Power Factors support to share this information and implement the necessary email configuration settings.
Salesforce recommends using DKIM and SPF instead of allowlisting as they’re reliable mechanisms that remove the need for allowlisting and the associated challenges:
SPF is a simple email validation system designed to detect email spoofing by providing a process to verify which providers are permitted to send emails on your behalf. It also aims to reduce spam and fraud by making it harder for anyone to hide their identity. For more details, review Sender Policy Framework and Salesforce SPF Records.
When you create a DKIM key, Salesforce publishes the TXT record containing your public key to DNS. Salesforce also automatically rotates keys to reduce the risk of your keys becoming compromised by a third party. For more details, review Create a DKIM Keyand Best practices to setup DKIM.
When you have Enabled Email Relayand Set Up Email Relay, the Salesforce email server delivers all outbound emails to your email server, which then delivers them to the final recipients. Since your server is doing the final delivery, there’s no question as to the legitimacy of the communications.
After our Salesforce MTA connects and authenticates with your MTA (mail server) the communication is secure. It also has the added advantage that you can filter for content, add footers, and retain a copy of all outbound emails.
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