ARTICLE: Check Email Logs in REACH
REACH tracks the status of every email sent by your school's portal. Emails are tracked for the following results:
Successful delivery to the recipient's email server
Opening of the email
Clicking in the email (for leave authorization requests)
Failed or Rejected emails
We use this information to identify any suspicious leave approvals where the processing records might indicate that a student is attempting to approve access the system as their parent and approve their own leave requests. See Suspicious Leave approval alerts for more details on this.
These tracking results are available for you to view directly in your portal in the your Email Log. To access the Email Logs Dashboard go to Dashboards > Email Log
Not all users will have access to the Email Logs dashboard. Access to some dashboards is limited to administrative or supervising staff only. Access to the Email Logs Dashboard can be controlled in each user's profile in the Accessibility Tab > Dashboards settings.
Delivered, Opened and Clicked emails
REACH receives a Delivered state on an email when the recipient email sends a confirmation to the REACH email server that it has received the message. We can only control delivery of a message to the recipient's mail server. How it gets from the recipient mail server to the individual user's inbox is controlled entirely by the recipient's mail server.
Sometimes you might see a "Delivered" state for an email to a parent or guardian that they are saying they have not received. In these instances it is most likely that the email message is being filtered by their Spam or Junk mail filters and the message is likely to be found in their Spam or Junk mail folder. Get the parent to search these folders or to do a global search on their mail service for the sender of your REACH emails. (Go to System Config > Communications > Email From Address to get your sending email address)
Rejected or Failed emails
Email rejections or failures can occur for many reasons including deleted email addresses, full mailboxes, server connection errors or even overzealous spam filters blocking REACH content from reaching your parent community.
You cannot identify failure causes in your Email Log, these suppressions need to be identified and lifted by REACH so if you identify any parents who are not receiving their emails please contact REACH Support at firstname.lastname@example.org with the relevant email address and your School name we can investigate the suppression and request a lifting of the suppression with the recipient's mail service.
ARTICLE: Failed Emails - Timeout failure
We track the status of every email sent by your school's REACH portal. Emails are tracked for successful delivery, opening, clicks and delivery failure. You can view these details in the Email Log ( Dashboards > Email Log ) Some emails will have ...
How To: Troubleshoot Parents Not Receiving Emails
REACH tracks all emails sent for confirmations of Sending, Delivery, Opening and Click. We also track the IP address for Open and Click events. Sometimes a user's email service might interfere with the safe delivery of an email. This is most often ...
Checking failed logins in the REACH Audit Log
Every login attempt on the REACH portal is logged in the REACH Audit Log. Identifying failed logins If you have a user that is experiencing login failures to your REACH portal you can quickly identify why they are having a problem by looking at the ...
ARTICLE: How to Prevent Duplicate Notification Emails for Parents
Sometimes, when parents share a common email address, parents will receive duplicate emails for their leave notifications. This occurs because Reach is trying to notify both parents and if their email address is identical, then two emails will be ...
ARTICLE: Sending Reach Emails from Your School Domain
Sending emails with Reach By default, Reach sends emails from email@example.com because the mail domain SPF records have been configured to allow our mail delivery service to deliver emails on behalf of our domain. This authority allows ...