topic Re: Dashboard Recurring emails not sending in Dashboards & Reporting

Dashboard Recurring emails not sending

lnorden — Mon, 04 Dec 2023 13:51:59 GMT

Hello,

For the last few weeks, our weekly dashboard emails have suddenly stopped coming through.

I have several KPI Dashboards set up for my team members and they all send a recurring report to each of them every week on Monday mornings. The last few weeks, these reports have not been delivered properly.

First it was just one team member who didn't receive their email weekly, (we checked Spam, we checked quarantine folders, it just did not come through) then more people missing the next week, now today only about half of our recurring dashboard emails went out as scheduled this morning and I'm having to go back and manually send every single one, this is a nightmare and not sustainable every week.

We have not changed any email/notification settings or anyting like that, they have just stopped coming through to everyone on the distribution list.

Any help would be appreciated, these reports are vital for our processes.

Re: Dashboard Recurring emails not sending

karstenkoehler — Mon, 04 Dec 2023 13:53:19 GMT

Hi @lnorden,

This is definitely unusual. Can you go through the troubleshooting steps here? https://knowledge.hubspot.com/email/not-receiving-hubspot-system-or-notification-emails

Best regards!

Re: Dashboard Recurring emails not sending

lnorden — Mon, 04 Dec 2023 14:09:14 GMT

Hello,

I just reviewed those steps and although most of them I've completed on my own already, I did double check everything and none of those seem to be an issue. Interestingly enough, one of the lost emails just showed up in my Inbox, but only one. They seem to be getting lost somewhere along the way.

Is there some kind of internal process within HubSpot that could be delaying or stopping these reports that I'm not aware of? For example, sometimes workflow in-app notifications don't send because of too much text in the body, could this be a similar situation?

Re: Dashboard Recurring emails not sending

MKaslatter — Wed, 23 Oct 2024 09:16:06 GMT

Hi.
Where you able to fix this? We have the same problem now.
Thank you
Mark

Re: Dashboard Recurring emails not sending

DianaGomez — Wed, 04 Dec 2024 19:18:11 GMT

Hi @MKaslatter and @lnorden,

Thanks for reaching out to the Community! And thanks @karstenkoehler for sharing the troubleshooting article. 🙂

I would recommend beginning by verifying that email notifications are properly enabled. Specifically, please ensure that both the 'Global' and 'Share' email notification settings are activated in your notification preferences.

If this step does not resolve the issue, and given that both of you have already followed the troubleshooting steps and indicated that the notifications were functioning previously but are no longer being received, I recommend reaching out to our support team. They have access to additional tools that can help investigate why the notifications are not being delivered or why they stopped suddenly.

Best,

Diana