Troubleshooting email issues
Legal Tracker sends various emails to provide information and alerts.
Tracker sends various emails to users to provide information and alerts. For example, when a company system administrator creates a new user, the Tracker system sends the Welcome email to the new user. When an event occurs in Tracker that triggers an email, Tracker generates the email and sends the email to the intended recipients overnight for the previous business day.
Emails can be delayed for many reasons, such as internet congestion, local network congestion, email servers being temporarily unavailable, retry time-outs, SPAM filters, and mail client poll cycles.
Most often, emails are not delivered because of an incorrect email address or spam filters.
Step 1: Confirm the email address
Confirm that the user has the correct email address specified in Tracker. If a user is not receiving email from Tracker, the first thing you should confirm is that the correct email address for the user is specified in Tracker. Follow the instructions below to look up the user's email address.
Your system role | How to view a user's email address |
|---|---|
Company system administrator or firm administrator | 1. Click on the Users button. 2. Click on the Users tab. 3. Use the dropdown view selector to display the list of company users or applicable firm users (see the find user help topic if you need more detailed instructions). |
Other users | 1. Access a matter in which the user is a matter participant. 2. Click on the Participants tab in the matter. 3. Click on the user's name in the list of participants. note
If the user is not a matter participant in any matter, or if you are not sure if the user is a matter participant in any matter, you will need to contact your organization's Tracker Coordinator (whose name is shown at the bottom of each page in Tracker), and they can look up the user's email address. |
If the user's email address in the system is not correct, a company system administrator or firm system administrator (depending on whether the user is a company user or firm user) must correct the email address in the system.
Step 2: Confirm receipt
Confirm that the user is receiving email. If you have confirmed that the user's email address is correct, you should also confirm that the user is receiving any email from persons outside of your organization. If the only email problem appears to be with emails from Tracker, you should proceed to step three.
Step 3: Check junk email
In many situations, a user does not receive an email because the email was blocked by a spam filter. The user should check the junk mail folder in their email application. It may be necessary to add the Tracker email servers to the user's list of allowed servers.
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