Sending Distribution Troubleshooting
If you are encountering issues with sending distribution, follow the steps below to identify and resolve the problem:
Confirm Error
Send Again: Resend the distribution to confirm the error.
Check Contacts
1 - 1: Send to 1 contact to confirm if the error is contact or distribution related.
10x: If 1-1 worked, send to 10 more contacts to confirm if the error is recipient size or recipient specific.
File Format
Distribution?: Send with no attachments to confirm if the error is related to attachments or distribution.
Attachments?: Send with other attachments to check if the error is specific to a file or all files.
Watermark?: Send 1-1 with no watermark to confirm if the error is related to watermarking or distribution.
User Account
Toggle Accounts: Send with your other admin account to confirm if the error is replicable.
Admin Accounts: Send with different office admin accounts to check if the error is specific to an account or persisting for all office admin accounts on different devices.
If the issue persists, it's recommended to report a bug ticket through the official support site for further investigation.
Receiving Distribution Troubleshooting
One or Some Recipients
If one or some recipients are experiencing issues with receiving distribution, they can resolve the issue by:
Updating inbox settings: Store production email address in their contacts and mark it as a safe sender.
Reviewing inbox folders: Check spam and promotions folders and search the inbox by subject line or production name.
Most or All Recipients
If most or all recipients are experiencing issues with receiving distribution, follow the same steps as mentioned in the "Sending Distribution Troubleshooting" section to identify and resolve the problem.
Remember to involve technical support if the issue persists after following the troubleshooting steps.