Victor Feyens
@@ -1,10 +1,10 @@
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===
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FAQ
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FAQ
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===
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This document contains an explanation of the most recurring mailing concerns.
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We will start by addressing issues of outgoing emails (ex: my client has not received my email),
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We will start by addressing issues of outgoing emails (ex: my client has not received my email),
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and then, of incoming emails (ex: I do not receive responses from my customers in the database).
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Outgoing emails
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@@ -27,15 +27,15 @@ Common error messages
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.. _email_communication/daily_limit_mail:
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You reached your daily limit:
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You reached your daily limit:
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*****************************
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.. image:: faq/email-limit.png
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:align: center
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:alt: Warning in Odoo upon email limit reached
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Each email service provider has its own email sending limits. The limits may be daily, hourly,
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and sometimes even per minute. This is the same for Odoo, we have to limit our customers to prevent
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Each email service provider has its own email sending limits. The limits may be daily, hourly,
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and sometimes even per minute. This is the same for Odoo, we have to limit our customers to prevent
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our e-mail servers from being blacklisted.
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Here are the default limits for new databases:
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@@ -48,18 +48,18 @@ Here are the default limits for new databases:
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In case you hit the limit, you can:
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- Ask our support team to increase your daily limit. We will analyze the situation of your database
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- Ask our support team to increase your daily limit. We will analyze the situation of your database
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depending on (non-exhaustive list):
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- How many users in your database,
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- How many users in your database,
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- Which apps are installed,
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- Your bounce rate: the percentage of email addresses that did not receive your emails because
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- Your bounce rate: the percentage of email addresses that did not receive your emails because
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it was returned by a mail server on its way to the final recipient. You can contact the `support
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<https://www.odoo.com/help>`_.
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- Use your own outgoing email server to be independent of Odoo’s mail limit (please refer
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- Use your own outgoing email server to be independent of Odoo’s mail limit (please refer
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to :doc:`the corresponding documentation </applications/general/email_communication/email_servers>`),
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- Wait until 11pm UTC for the reset and click on the retry button: The :ref:`Developer mode <developer-mode>`
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- Wait until 11pm UTC for the reset and click on the retry button: The :ref:`Developer mode <developer-mode>`
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must be activated. Then, go to :menuselection:`Settings --> Technical --> Emails`
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.. image:: faq/email-retry-technical.png
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@@ -70,54 +70,54 @@ In case you hit the limit, you can:
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The daily limit is global to your database and can rise quickly! By default an internal message,
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a notification, a note, etc. counts as an email in your daily limit if it notifies someone.
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You can mitigate this by receiving your :ref:`notifications in Odoo <discuss_app/notification_preferences>`
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instead of by emails.
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You can mitigate this by receiving your :ref:`notifications in Odoo <discuss_app/notification_preferences>`
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instead of by emails.
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SMTP Error
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**********
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You can find out why an email wasn't transmitted successfully by reviewing the Simple Mail
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Transport Protocol (SMTP) error messages. SMTP is a protocol to describe the email structure
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and transmit it over the Internet, and the error messages generated by email services are helpful
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You can find out why an email wasn't transmitted successfully by reviewing the Simple Mail
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Transport Protocol (SMTP) error messages. SMTP is a protocol to describe the email structure
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and transmit it over the Internet, and the error messages generated by email services are helpful
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tools to diagnose and troubleshoot email problems.
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No Error
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********
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Odoo is not always capable of providing information for the reason it failed. The different
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providers implement a personalized policy of the bounce emails and it is not always possible
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Odoo is not always capable of providing information for the reason it failed. The different
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providers implement a personalized policy of the bounce emails and it is not always possible
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for Odoo to interpret it correctly.
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If you have this problem on a recurring basis with the same client or the same domain, please
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If you have this problem on a recurring basis with the same client or the same domain, please
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do not hesitate to contact `Odoo Support <https://www.odoo.com/help>`_ for help in finding a reason.
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Note: in such case, one of the most common reasons is related to :ref:`SPF <email_communication/spf_compliant>`
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Note: in such case, one of the most common reasons is related to :ref:`SPF <email_communication/spf_compliant>`
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and/or :ref:`DKIM <email_communication/DKIM_compliant>` configuration.
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Why is my email sent late?
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**************************
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It may happen that you schedule an email campaign but it is not sent on time. We know that
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we use a delayed job to send emails that we consider as not urgent (Newsletters concept
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such as mass mailing, marketing automation, events). The system utility **cron** can be used
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to schedule programs to run automatically at predetermined intervals. We use that policy in order
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to avoid cluttering the mail servers and prioritize the communication.
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It may happen that you schedule an email campaign but it is not sent on time. We know that
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we use a delayed job to send emails that we consider as not urgent (Newsletters concept
|
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such as mass mailing, marketing automation, events). The system utility **cron** can be used
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to schedule programs to run automatically at predetermined intervals. We use that policy in order
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to avoid cluttering the mail servers and prioritize the communication.
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The emails considered urgent (communication from one person to another one such as
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Sales Orders, Invoices, Purchase Orders, etc.) are sent directly.
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The emails considered urgent (communication from one person to another one such as
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Sales Orders, Invoices, Purchase Orders, etc.) are sent directly.
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.. image:: faq/email-scheduled-later.png
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:align: center
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:alt: Email scheduled to be sent later.
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By default, the Mass Mailing cron runs every 60 minutes. So, you should wait maximum an hour
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By default, the Mass Mailing cron runs every 60 minutes. So, you should wait maximum an hour
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before the campaign is actually sent.
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Incoming emails
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===============
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When you have an issue with incoming emails, there might not be an indication per se in Odoo.
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This is the client who tries to contact a database who will get a bounce (most of the
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When you have an issue with incoming emails, there might not be an indication per se in Odoo.
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This is the client who tries to contact a database who will get a bounce (most of the
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time 550: mailbox unavailable).
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Emails are not received
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@@ -127,22 +127,22 @@ Depending on the platform you are using:
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- The **Odoo.sh** users can find their live logs on the folder :file:`~/logs/`.
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- The folder :file:`~/logs/` (preferably accessed by the command line) of an Odoo.sh contains
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a list of files containing the logs of the database. The log files are created everyday
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at 5:00 AM UTC. The two last days are not compressed, while the older ones are, in order
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to gain space. The naming of the files for Today and Yesterday are :file:`odoo.log` and
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- The folder :file:`~/logs/` (preferably accessed by the command line) of an Odoo.sh contains
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a list of files containing the logs of the database. The log files are created everyday
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at 5:00 AM UTC. The two last days are not compressed, while the older ones are, in order
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to gain space. The naming of the files for Today and Yesterday are :file:`odoo.log` and
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:file:`odoo.log.1`. For the following, they are named with their dates and compressed.
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See the Odoo.sh documentation about :ref:`logs <odoosh/logs>`. Use the command ``grep`` and
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See the Odoo.sh documentation about :ref:`logs <odoosh/logs>`. Use the command ``grep`` and
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``zgrep`` (for the compressed ones) to search through the files.
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- **Odoo Online** users won’t have access to their logs. However you can still contact
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`Odoo Support <https://www.odoo.com/help>`_ , if you have a recurring issue
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`Odoo Support <https://www.odoo.com/help>`_ , if you have a recurring issue
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with the same client or domain.
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Get help from support
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---------------------
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In order to get helped efficiently, please provide as much information as possible. Here is a list
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In order to get helped efficiently, please provide as much information as possible. Here is a list
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of what can be helpful:
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- The **EML** of the email, stating for *Electronic Mail*, is the file format containing all the
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Reference in New Issue
Block a user