Troubleshooting: Inbox Not Receiving Emails or Processing Attachments

Problem

1. Emails sent to a configured Zudello inbox address (e.g., team@in.zudello.com) do not result in documents appearing in Zudello.
2. Emails arrive, but attachments (like PDFs or images) are not processed into documents, or the email itself isn't processed as expected.

Common Causes

1. Incorrect Inbox Address: The email was sent to the wrong Zudello inbox address (typo, wrong domain, wrong team prefix).
2. Email Delivery Issues:
   • The sending email server failed to deliver the email (check sender's bounce messages).
   • Zudello's email receiving service might be experiencing temporary issues.
   • Aggressive spam filters on the sending or receiving side blocked the email.
3. Inbox Configuration Issues:
   • The specific Zudello inbox configuration is inactive or deleted.
   • Defaults set on the inbox (Module, Subsidiary, Location) might conflict with other rules or user permissions, causing processing errors after initial ingestion.
4. Attachment Issues:
   • No Valid Attachments: The email contained no attachments or only unsupported file types (e.g., .exe, .zip without valid documents inside). See Uploading Documents.
   • Password Protected: Attached PDFs are password protected and cannot be opened.
   • Corrupted Files: Attached files are corrupted.
   • Very Large Files: Attachments exceed size limits.
5. Processing Pipeline Issues:
   • The document extracted from the attachment failed classification and became Unsupported. See Document Lifecycle Management.
   • The document got stuck in Scanning. See Why is my document stuck in "Scanning"?.
   • The document was flagged as a Duplicate. See What should I do if I find a duplicate?.
6. Permissions/Visibility: The user checking for the document lacks the necessary permissions or Data Permissions to view documents in the target Module/Submodule or with the default coding applied by the inbox.

Troubleshooting Steps

1. Verify Inbox Address: Double-check the exact Zudello inbox email address used. Go to Settings > Mailboxes (Admin task) to confirm the correct address for the team.
2. Confirm Email Sent: Check the sender's "Sent Items" folder. Did the email send successfully? Were there any bounce-back messages?
3. Check Sender's Spam Filters: Ensure emails from Zudello aren't being blocked if replies or notifications are expected.
4. Check Zudello Inbox Configuration (Admin Task):
   • Go to Settings > Mailboxes.
   • Is the relevant inbox listed and Active?
   • Check the configured default Module, Subsidiary, and Location. Are they correct?
5. Check Attachments:
   • Review the original email's attachments. Are they supported types (PDF, JPG, PNG, etc.)? Are they password-protected or potentially corrupted? Try opening them locally.
6. Search Zudello Broadly:
   • Log in as an Admin user with broad visibility.
   • Search all relevant modules/submodules (including Unclassified if applicable) using the sender's email address or keywords from the subject/attachment filename.
   • Check different statuses (Unsupported, Duplicate, Scanning).
7. Check User Permissions/Visibility: If the document is found by an admin but not the user, investigate the user's permissions and Data Permissions. Does the default coding applied by the inbox (Subsidiary/Location) prevent the user from seeing it?
8. Check Zudello Status Page: Visit status.zudello.com for any platform incidents affecting email ingestion or document processing.
9. Send a Simple Test Email: Send a new email with a simple, known-good PDF attachment to the correct inbox address. Does this test email process correctly?

Need Help?

If emails or attachments are consistently not processing correctly, contact Zudello support. Provide:

• The Zudello inbox address emails are being sent to.
• The sender's email address.
• The approximate date and time the email was sent.
• The subject line of the email (if known).
• Copies of the original email (.eml format if possible) and attachments.