Hello, over the last couple of days the option to login to Epicollect using a magic link sent by e-mail hasn’t been working reliably. It’s previously been fine for the past several months. Now, when I request a login email, I get the message that an email has been sent, but nothing is recieved. The email to add the same e-mail address to the Epicollect Community watch list is working fine, it’s just loging on to Epicollect itself that doesn’t seem to generate an e-mail.
have you tried a different email just for testing?
maybe it went to the spam folder?
we had 200+ logins over email in February. Sometimes a low percentage of emails are not sent, but it looks like it is all good on our side.
I can logon using a Google account if needs be. Yesterday I received an email eight hours after the logon request was submitted. I’m never too sure how to read e-mail headers, but I think the following suggests the problem area. I’ve replaced my email address with *.*s (which I see have been removed in this post, leaving .@.).
Received: from m32-8.eu.mailgun.net (126.96.36.199) by sa-prd-rgin-001.btmx-prd.synchronoss.net (5.8.716.03) id 61B3FB59123AB84E for .@.; Wed, 9 Feb 2022 01:26:22 +0000
Dkim-signature: a=rsa-sha256; v=1; c=relaxed/relaxed; d=five.epicollect.net; q=dns/txt; s=mailo; t=1644369977; h=Content-Transfer-Encoding: Content-Type: MIME-Version: To: From: Subject: Date: Message-ID: Sender; bh=DdXtHyE2qvaoFOHPI1BW719TwJc1lQI3PWtbLpkVQCk=; b=bimT9OdfP5ocjUXrVi7MC3TPSShmm27aV1U78deLs9CBrtlNRjWSHtPeqWDgQ5z9ce+IMekL ivQBag19D5Dupcx9W6I52sH23yk2rm/jftkXZZbHAljfhtgFaxUEyG+Fi9QeYRnxd88D18CM taS5+TMFdfFdHc9JT5iq8BN5JPo=
Received: from ( ) by api-n02.prod.eu-central-1.postgun.com with HTTP id 6202a8cd0dd2b4047e4a8db3; Tue, 08 Feb 2022 17:30:53 GMT
We are using a popular third-party service for our emails needs. (Mailgun)
Unfortunately, we do not have any control over it aside from whitelisting our domains.
If more people start having this type of issue, we will open a ticket with them.
Yesterday’s email logon attempt was delayed by four hours by the mailgun service. For users, like me, with an alternative logon method, that isn’t a big problem. For users who don’t have an alternative logon method, you may just not hear from them.
Reading about mailgun, adding a delay is something they do if a service user is has a high “spammyness index”. Raising a ticket with mailgun should resolve the issue.
Relevant email header detail is below:
Received: from m32-8.eu.mailgun.net (188.8.131.52) by re-prd-rgin-009.btmx-prd.synchronoss.net (5.8.716.03) id 61A408CA179DDF2A for myemail@address; Thu, 10 Feb 2022 22:52:02 +0000
Dkim-signature: a=rsa-sha256; v=1; c=relaxed/relaxed; d=five.epicollect.net; q=dns/txt; s=mailo; t=1644533518; h=Content-Transfer-Encoding: Content-Type: MIME-Version: To: From: Subject: Date: Message-ID: Sender; bh=fhG2kyQRNrt3M1uU3YONmE5ZQ/sHVC0on5rjvTjc2UY=; b=cDN+fhan1In4YbCxYM7XZvo9p4Cnc78nV2ZFvrp0dtht+1rm5cHyb6SYnsS70u71kw2lc5Rx yi3ZgqncD5RDMfHfQzVAbboNmSLuCktW0fl6wDJWcpzH+AQ7Ufs0his/pDezVeSv4LRxI6Aj 9LoWDoqIM1pZVpDG0mA68bWxdq8=
Received: from ( ) by api-n07.prod.eu-central-1.postgun.com with HTTP id 62055fe6be100d4f8a48e337; Thu, 10 Feb 2022 18:56:38 GMT
All good now. Logon email received with no delay. Thank you.
For the records, it was a Mailgun issue
Resolved - This incident has been resolved.
Feb 14, 12:17 PST
Monitoring - A fix has been implemented and we are monitoring the results.
Feb 14, 08:32 PST
Update - The investigation is well underway. Sending delays continue in the EU.
Feb 14, 08:27 PST
Update - We are continuing to investigate the issue.
Feb 14, 07:05 PST
Investigating - We are currently investigating the issue. This is limited to EU customers.
Feb 14, 06:23 PST