Troubleshooting Email Problems

If you have a customer or supplier that is not receiving an email sent from FoodStorm, you will typically receive a "bounce back" email message from FoodStorm notifying you of the problem. Depending on the problem, the bounce back message may take from a few minutes to a day to be sent to you.

You can also view the Email Log in FoodStorm to find any emails that have been bounced back with a problem.

There can be a number of causes of email problems, and often the bounce back message will display an error message describing the problem. Here are some common causes and solutions:

  1. The email address is typed incorrectly in FoodStorm. It's always worth double-checking this first before investigating other causes.
  2. The email recipient is having temporary problems with their email. If you have successfully sent emails to the recipient from FoodStorm in the past, then wait a few hours and try sending again.
  3. The email recipient has treated your message as spam/junk. To improve the success of emails not being treated as junk, see this article.

If you have tried all other methods of resolving the email problem, ask the email recipient to check their "junk mail" folder for the message.

If the message is not there, ask the recipient to add your email addresses to their "whitelist" or "not junk" list. This may involve the recipient contacting their IT department or email provider. Technical details about how FoodStorm sends emails is provided below, which may be of assistance.

FoodStorm Email Technical Details

  • Email messages sent from FoodStorm have a From header of the user sending the email (e.g. user@xyz.com). This ensures that replies go back to the user.
  • The Sender header of the email is user=xyz.com@foodstorm.com. This identifies the sender as FoodStorm. 
  • The FoodStorm mail server has a dedicated address of o1.mail.foodstorm.com (or IP address of 198.37.147.215)
  • Emails are also signed with a Domain Key & DKIM signature, with a signing domain of mail.foodstorm.com.
Email messages sent from FoodStorm have a from address of the person sending the email (e.g. user@anz.com). This ensures that replies go back to the user.
 
In technical terms, this is achieved by setting the From header of the email to an ANZ email address, even though the message is not sent from an ANZ mail server. It is common that the mail server will disallow these emails as it knows the message wasn't sent from itself.
 
To overcome this, messages from FoodStorm need to be allowed by the ANZ mail server. There are a number of ways to identify an email as coming from FoodStorm:
 
 - The Sender header of the email is user=anz.com@foodstorm.com. This identifies the sender as FoodStorm, not ANZ.
 - The FoodStorm mail server has a dedicated address of o1.mail.foodstorm.com (or IP address of 74.63.202.98)
 - Emails are also signed with a Domain Key & DKIM signature, with a signing domain of mail.foodstorm.com
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