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Applies to Event Management & Employee Training Management

Troubleshooting: Users Do Not Receive Email Invitations/Notifications

Overview

If users report that they have not received an email invitation for an event they are enrolled in, follow the steps below to identify whether the email was sent successfully and, if not, how to resolve the issue.

Step 1: Check the Enrollment Status and Reply

  1. Open the event.

  2. Click Manage Enrollments.

  3. Review the Reply column for the affected attendees.

The value shown in the Reply column determines the next troubleshooting steps.

Scenario 1: Reply Column Shows Invited

If the Reply column shows Invited, the app has successfully sent the email invitation.

What to Check Next

  • Verify email delivery

    • Use Exchange Message Trace to confirm whether the email was delivered or blocked.

  • Ask the user to check their Junk/Spam folder

    • Email invitations may be filtered by the recipient’s mail system.

  • Sapiens Email Service users

Scenario 2: Reply Column Is Empty or Shows Error

If the Reply column is empty or shows Error, the app may not be able to send emails due to a configuration issue.

How to Get More Details

  1. In Manage Enrollments, add the Error Message column.

  2. Review the error message to identify the root cause (for example, authorization or configuration issues).

 

Verify Email Settings

  1. Open the For Administrators section.

  2. Click Open app settings.

  3. In the Email Settings section:

After authorization is completed successfully, try sending the email again.

 

Scenario 3: Reply Column Shows Undeliverable

If the Reply column shows Undeliverable, the email was sent but could not be delivered to the recipient.

How to Investigate

  1. In Manage Enrollments, add the following columns:

    • Error Message

    • Undeliverable Report

  2. Review these columns to determine why delivery failed (for example, invalid email address, blocked recipient, mailbox issues).

 

Scenario 4: Reply Column Is Empty (Event-Level Checks)

If the Reply column is empty and no error is shown, verify the event configuration:

  • ✅ Make sure the event is in the future
    Emails are not sent for past events.

  • ✅ Check the “Send E-Mails” setting
    Ensure the Send E-Mails column is not set to Do not send e-mails.

Scenario 5: User Has No Email Address

If a user does not have an email address, no email invitation can be sent.

How to Verify

  1. Open the event.

  2. Go to Manage Enrollments.

  3. Add the E-Mail column to the view.

  4. Ensure the column contains a valid email address for the affected users.

⚠️ If the E-Mail column is empty or contains an invalid address, the system will not send an email invitation.

Step 2: Verify Email Templates

Email invitations will not be sent if email templates are not properly configured.

  1. Open App Settings.

  2. Navigate to Email Templates.

  3. Ensure that:

    • A subject is defined.

    • A body is defined.

⚠️ If either the subject or body is empty, email invitations will not be sent.

Summary Checklist

Use this checklist for quick troubleshooting:

  • ☐ Reply column shows Invited → Check delivery (Message Trace, Junk folder)

  • ☐ Reply column shows Error → Verify and reauthorize Email Settings

  • ☐ Reply column is empty → Check event date and “Send E-Mails” setting

  • ☐ Email templates are configured with a subject and body

 

If all checks pass and users still do not receive emails, collect diagnostic information (event details, user email address, version history) and escalate to support for further investigation.

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