Applies to: Policy Server deployed on Seclore Cloud setup.
Issue:
Users are not receiving OTP or alert emails from the Seclore Cloud setup.
Symptoms & Error:
New or external users are not receiving the OTP emails for initial signup or the daily alert emails sent by the Seclore system.
The OTP mails look as follows and they will be sent from the mail ID configured in your Policy Server. In order to generate OTP for setting up a password, please go to the Policy Server login page and click on "Forgot Password".
The alert emails look as follows:
Solution:
Following steps must be carried out to ensure that users receive the necessary mails:
1. Mails getting diverted to Spam or Junk mailbox:
Many times, during the initial user signup, the Seclore OTP emails get diverted to spam or junk mailbox. Please ensure that these mailboxes are checked.
2. Mails getting blocked on network level:
According to company policy, the mails from the Seclore system could be getting blocked on a network level e.g emails are getting blocked by a firewall or proxy. Please check with the concerned team regarding this.
To ensure that emails do not get blocked on the network level, whitelist the following IPs, domain and create an SPF (Sender Policy Framework) record for the same:
54.240.44.219
54.240.44.220
amazonses.com
Need more help?
Contact Seclore Support
