Emails Not Being Sent

This is a complex issue. There are several steps in sending email, and a failure in any one of those steps can result in your message not arriving.

While this guide can't resolve any-and-all issues, we can walk you through some of the basic steps.


Check SMTP Settings and Connectivity

Double-check your SMTP settings to ensure they are correct.

You might also want to ping the mail server to see if you can access it (although this isn't a guaranteed test - some firewalls don't allow 'ping' messages through).


Check the Logs

Check the transmission log for your email. This will be in the report folder, named transmission_title.log.

This will show you any errors from the SMTP server during transmission.


Keep File Size Manageable

Many mail servers have a maximum total size for your message. This means that large report bundles might simply fail to send.

If your file size is approaching the maximum size your email server allows, consider splitting the reports into two bundles, or see if it's possible for your email server to ignore size limits for the user ARDI is sending as.


Minimise the Number of Custom Reports

The reporting addon sends out batches of reports to those who are subscribed to the same report selections.

To avoid an excessive number of individual emails (and speed up your overall process), try to minimise the number of people who are customising their reports by opting-out of individual report pages.

Reducing the total number of individual emails helps to avoid your reports being flagged as SPAM.


Minimise The Number of Recipients

We encourage you to use mailing lists or distribution lists to send emails to - particularly if you have an email system linked to your domain (such as Entra/Azure or Google Workspaces). Rather than sending email to twenty people, the report system only needs to send email to one.

This means that…

  • Overall reporting speed increases, since fewer messages are sent,
  • Users automatically get access to reports when they join teams/groups,
  • Managers, supervisors etc can maintain their own email distribution lists,
  • ARDI administrators don't need to be involved when people join, move, leave or change names

Run Manually

If you have been running your reports using the web UI, you can try running the report manually through a URL.

See the article on report scheduling to see how to build a URL that will manually begin report transmission, and provide additional diagnostic data.

As the most basic example, opening a URL like the one below…

myardiserver/reportlist/transmit?bundle=<bundlename>&title=<title>

…will describe the transmission process step-by-step and show any errors.


Check with IT

If the log shows that the emails are reaching the SMTP server (or being rejected by the SMTP server), then the problem probably lies inside your email system - there could be routing, security, policy or other issues preventing the message from being delivered correctly.


Other Issues