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Email Troubleshooting

How to troubleshoot sending, response, or scanning issues.

Last updated 13 days ago

If an email fails to send, first determine whether the issue affects all emails or just a specific process.

For general email issues, check the system sender, the status of your custom domain, and send a test email. For a specific process, check its template, the Inactive toggle, the recipient's address, and the language used. If replies are going to the wrong place, check the Reply-To field.

If the CRM is not detecting an incoming email:

  1. Check the Scanning enabled setting in the team member profile;
  2. Review the Last scan time and the number of attempts;
  3. Select Check connection;
  4. Check the folders being scanned;
  5. Check Contacts, Leads, or project synchronization;
  6. Ensure the email address is recorded in the CRM record.

Temporary rate limiting by Google or Microsoft may pause email retrieval. It usually resumes automatically. If Hanna asks you to sign in again, reconnect the mailbox. When contacting Hanna Customer Support, do not include passwords, verification codes, or other sign-in credentials.

The mailbox is connected, but a specific email is missing

Check the path from the mailbox to the CRM record:

  1. Account. Verify which work mailbox is connected in the team member's profile. Organization consent granted by a Microsoft administrator does not by itself confirm that the intended mailbox is connected.
  2. Folder. Find the email in your mail system and check that its folder is selected for scanning. An incoming mail rule may move it from the inbox to another folder.
  3. Scanning. Compare the email's arrival time with the last scan time. A successful connection test does not confirm processing of a particular email. If scanning is disabled or a new login is requested, resolve that issue first.
  4. Association. Check which modules have synchronization enabled and whether the sender's or recipient's address is recorded on the intended CRM card. An email being present in the mailbox does not mean it will appear against every record.

Use one new test email with a recognizable subject. If it is still missing, send Hanna Customer Support the mailbox address, subject, arrival time and time zone, folder, intended CRM record, and connection test result. Do not send the entire mailbox contents or sign-in credentials.

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