If you are not receiving emails distributed through Croogloo, or are having trouble opening attachments, there are a few troubleshooting steps you can take.
Email delivery and attachment accessibility can be affected by your email provider, security settings, spam filters, and the device or application you are using.
Follow the steps below to identify and resolve common issues.
1. Not Receiving Distribution Emails?
If other recipients are receiving the distribution but you are not, the issue may be related to your individual email account, provider, or security settings.
Step 1: Check your Spam or Junk folder
Check your Spam, Junk, Clutter, and Quarantine folders.
Search your entire mailbox for the sender's email address or the distribution subject line.
If you locate the email in Spam or Junk, mark it as Not Spam and add the sender to your safe senders list.
Step 2: Check your email filters and rules
Your email account may have automatic rules that move, archive, redirect, or delete incoming messages.
Review any inbox rules or filters you have set up.
Check your blocked senders list.
Confirm that your mailbox is not full or exceeding its storage limit.
Step 3: Follow up with your production office
Your production office can check the status of your distribution directly in Croogloo to determine whether the email was successfully sent or encountered a delivery issue.
Ask your production office to review your email address in the Distribution Report and confirm its status.
Successfully distributed messages
Sent: The email was successfully processed by Croogloo and sent to the recipient's mail provider.
Received: The recipient's mail provider has accepted the email. The message may already have been opened or viewed.
Opened: The email has been recorded as opened by the recipient.
Unsuccessful or delayed messages
Bounced: The recipient's mail provider rejected the email. This may be due to an incorrect email address, spam filtering, or server restrictions. Ask your production office to verify your email address and resend the distribution once the issue has been addressed.
Deferred: The email was sent, but the recipient's mail provider was temporarily unable to accept it. Delivery may be retried for up to 72 hours. Your production office can review the status and consider resending the email.
Dropped: The email was not sent to the recipient. This may occur if the address has previously been flagged for spam or other delivery restrictions. Check your spam and blocked sender settings and ask your production office to resend once the issue has been resolved.
Step 4: Contact your email provider or IT Department
Many production companies, studios, and corporate organizations use private email servers or additional security software that can block incoming emails before they reach your inbox.
If the email cannot be located, contact your IT department or email provider and ask them to:
Check whether the message was blocked, quarantined, or rejected by the mail server.
Review firewall, spam filtering, and email security policies.
Confirm that emails from the sender are permitted.
Review any restrictions on incoming attachments, file types, or message sizes.
Allowlist the sender or verified sending domain where appropriate.
Important: Emails blocked at the server level may never appear in your Spam or Junk folder. In this instance, Croogloo is not able to help and you will need to contact your email provider or IT deparment for further assistance.
2. Received the Email, but Attachments Won't Open?
If you received the distribution email but cannot open or download an attachment, the issue may be related to your email provider, security settings, file viewer, or device.
Step 1: Download the attachment
Instead of opening the attachment directly within your email application:
Download the attachment to your device.
Open it using a compatible application, such as Adobe Acrobat Reader for PDFs.
If possible, try opening it on another device or in a different email application.
Step 2: Check the attachment's file size
If an attachment appears as 0 KB or 0 MB, it may indicate that the attachment data is missing or was not properly transferred to your mailbox. This can happen when an email provider or security system strips, blocks, or modifies an attachment during delivery.
If the attachment is showing as 0 KB or 0 MB:
Try downloading it again.
Check whether your email application is displaying the attachment correctly.
Contact your IT department or email provider to investigate whether the attachment was removed or altered by security software.
Step 3: Check attachment security restrictions
Some email providers and corporate servers restrict certain attachments based on file type, size, or security policies.
Ask your IT department or email provider to check whether:
Attachments are being blocked or removed by security filters.
File size restrictions are preventing attachments from being delivered correctly.
Antivirus or email security software is interfering with downloads.
Step 4: Request a distribution link instead
If your email provider has restrictions on attachments, ask the production team to distribute the document as a link instead of an attachment, where available.
Sending links is a standard email best practice, particularly for large documents, and can help avoid attachment size restrictions and improve delivery efficiency.
3. Why Is Everyone Else Receiving the Email Except Me?
When a distribution is successfully delivered to other recipients but one individual is experiencing difficulties, this is a strong indication that the issue may be specific to that recipient's email account, provider, or security configuration.
Email providers apply their own security policies, which means the same email can be accepted by one recipient's server and blocked or filtered by another.
If you are the only person experiencing the issue, we recommend contacting your IT department or email provider first. They have access to the server logs and security settings needed to investigate incoming mail restrictions.
4. Who Can Help Resolve Email Delivery Issues?
Croogloo facilitates the distribution of emails, but the delivery and accessibility of those messages depend on the recipient's email provider, mail server, and individual security settings.
If a distribution has been successfully sent through Croogloo, but an individual recipient is unable to receive the email or open its attachments, troubleshooting should be handled directly with the recipient's IT department or email provider.
They can investigate blocked messages, server restrictions, spam filtering, and attachment security policies.
Please note: Croogloo can investigate the distribution status within our platform, but we cannot access or modify a recipient's personal or corporate email server, spam filters, firewall, or security settings. Issues originating within the recipient's email environment must be resolved by their IT department or email provider.