cindy | Posts: 380

complete email not received in GMAIL with attachment

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Hi,

in my sandbox account , the attachment is enabled.  1) when I create the package not select delivery as attachment for the signer with gmail, complete email is not delivered to GMAIL as attached error from our CIBC bounce mail. 2) when I create the package not select delivery as attachment for the signer with hotmail, complete email is received successfully in hotmail. 

the attachment is disbled.  1) when I create the package not select delivery as attachment for the signer with gmail, complete email is received successfully in gmail.  2) when I create the package not select delivery as attachment for the signer with hotmail, complete email is received successfully in hotmail. 

 

any idea what happened? I suspected when the attachment is enabled the format of email is different? 

 

 

 


Duo_Liang | Posts: 3776

Reply to: complete email not received in GMAIL with attachment

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Hi Cindy,

 

Can you share me two example package IDs for the first two scenarios when you have account feature setting turned on while signer setting turned off? I will try to reproduce and analyze at the same time.

 

Duo


Duo_Liang | Posts: 3776

Reply to: complete email not received in GMAIL with attachment

0 votes

Hi Cindy,

 

I did a quick test with both gmail and hotmail, both inboxes received the completion email without attachment.

 

Duo


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cindy | Posts: 380

Reply to: complete email not received in GMAIL with attachment

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Hi Duo,

If that's the case, more likely is CIBC SMTP server issue as we are using CIBC mail server instead of OSS one. but there must be some different with 'attachment' enabled, otherwise, why disabled attachment in the settings.feature, gmail is working while enabling it doesn't work with GMAIL.

package id is H5uEQePlhlRFoqyucjLPhfk2Ubc=, hotmail one with attachment option, but gmail one doesn't set attachment. 


Duo_Liang | Posts: 3776

Reply to: complete email not received in GMAIL with attachment

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Hi Cindy,

 

Your account has the account level setting "Deliver Documents by Email" turned on at the moment.

For this transaction "H5uEQePlhlRFoqyucjLPhfk2Ubc=", the gmail signer didn't have attachment delivery configured and the hotmail signer has the signer setting turned on. Therefore it's expected that both of them should receive a completion email, with hotmail signer receive additional email attachments.

From the backoffice, I can see the two completion emails sent out without email bounce.

I did another quick test with the similar transaction setup, and the behavior is the same as expected.

 

Duo


cindy | Posts: 380

Reply to: complete email not received in GMAIL with attachment

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Hi Duo,

 

could you please tell me what's the setting for "attachment" in the setting.properties? I thought this is the setting. 

I did test that if my account level setting "Deliver Documents by Email" turned off and the gmail signer didn't have attachment delivery configured, gmail signer received the complete email successfully

I understand from OSS, the email request successfully sent to CIBC mail server, but how our mail server treat differently for these 2 emails ("Deliver Documents by Email" on and off), I assume something is different. isn't it? 

thanks,

Cindy


cindy | Posts: 380

Reply to: complete email not received in GMAIL with attachment

0 votes

Hi Duo,

by the way, if "Deliver Documents by Email" turned off, as long as email.evidence.summary is enabled, the package owner still can receive the email with attachment for signed document and evidence summary? so this is an exception? 

thanks,

Cindy


Duo_Liang | Posts: 3776

Reply to: complete email not received in GMAIL with attachment

0 votes

Hi Cindy,

 

There are three levels of settings to determine if the email/attachment will be sent: 

#1 Account level feature settings - "settings.features" >

"deliverDocumentsByEmail" (Deliver Documents by Email): This feature setting works with email template "email.complete", which determines if to attach signed documents to the completion emails sent to signers

"evidenceSummary" (Evidence Summary) & "emailDocumentsAndEvidenceSummary" (Email Documents and Evidence Summary) : These two feature settings work with email template "email.evidence.summary", which determines if to attach evidence summary and optionally signed documents to the email sent to sender

 

#2 Account level email template - "email.complete", "email.evidence.summary"

If email templates are disabled, even though you have the feature turned on, the email won't be sent

 

#3 Signer level setting > "deliverDocumentsByEmail" : true

{
  "id": "Signer1",
  "deliverDocumentsByEmail": true,
  "index": 0,
  "name": "Signer1",
  "signers": [
    {
      "email": "[email protected]",
      "firstName": "John",
      "lastName": "Smith",
      "language": "en",
      "delivery": {
        "email": true
      }

    }
  ]
}

Once you have the account level feature setting "Deliver Documents by Email" (#1) turned on, this setting will start to take effect at signer level.

 

Duo

 

 

 


cindy | Posts: 380

Reply to: complete email not received in GMAIL with attachment

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got it. thank you so much. 


cindy | Posts: 380

Reply to: complete email not received in GMAIL with attachment

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Hi Duo, by saying that, setting "deliverDocumentsByEmail" is turned on/off in the account level, and signer level can't override account level setting, isn't it? thanks, Cindy

Duo_Liang | Posts: 3776

Reply to: complete email not received in GMAIL with attachment

0 votes
Hi Cindy, Feature setting "deliverDocumentsByEmail" at the account level is more like a prerequisite if you want to attach the signed document in the completion email. Only when you have the account feature turned on, you can define whether to turn on the flag at the signer level. (It's not a default value at the account level, you still have to explicitly set the signer level flag especially when the value is true ) Duo

cindy | Posts: 380

Reply to: complete email not received in GMAIL with attachment

0 votes
I see. thanks.

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