Emails Not Sending
Understand the Problem
Sending failures can occur at the client level (Outlook, mail app) or at the server level. Understanding the error message — if any — is the fastest route to the cause.
1
What is happening when the user tries to send?
2
If there is an error message, what does it say? (Enter the error code or key phrase)
3
Who is affected?
4
What email client or app is the user using?
5
When did the problem start?
6
Can the user send email successfully via webmail (browser-based email)?
7
Has anything changed recently that might be relevant?
8
Is there any indication of a sending limit or quota issue?
Answer all questions to continue to the Test stage.