If you are not receiving notification emails, daily digests, license alerts, or scheduled reports, follow these troubleshooting steps to resolve the issue.
1. Check SMTP Configurations
On-premises and private cloud deployments require a valid SMTP configuration to send any external communications. You should navigate to Configurations > Settings > SMTP to verify that the settings are correct. Use the Test your SMTP settings field to send a test email to confirm the system can reach your mail server.
2. Verify Global Alert Settings
Frequency and volume limits in the alerts settings can suppress email delivery. Go to Configurations > Settings > Alerts and review the Alert emails limit, which determines how many individual emails are sent before they are consolidated into a digest. Also, check the User notification alert threshold to ensure the interval between consecutive alerts isn't set too high, which would prevent immediate notifications.
3. Review Individual Profile Settings
Individual user accounts have settings that can disable the Daily Digest. Navigate to the employee's profile and check the Account tab. Ensure that the Disable daily digest report toggle is turned OFF.
For department managers, ensure the Send daily snapshot emails to department managers option is enabled under Configurations > Settings > Alerts.
4. Check Domain and Export Security Restrictions
Security policies may block emails sent to specific domains. Visit Configurations > Settings > Security and check the Specify a domain to allow Teramind data export option. If a domain is specified, Teramind will only deliver export and notification emails to addresses within that authorized domain.
Additionally, verify if Only authorized users can download exported files is enabled, as this restricts access to employees already listed in your Teramind system.
5. Monitor Scheduled Report Status
If a specific scheduled dashboard export has not arrived, you can track its progress under System > Dashboard Exports. Check the Export Status column for indicators like "In Queue", "In Progress", or "Failed". Also, ensure the Scheduled column is marked as "True" for the report in question. If it's not, use the Schedule Export option to reschedule.
6. Whitelist Teramind Email Addresses
Corporate spam filters may block Teramind communications. You should add [email protected] to your safe senders list for general notifications and [email protected] for any payment-related invoices or alerts. Always check the Spam or Junk folders of your email client if a message is expected but has not appeared in the inbox.