Users no longer receives LMS365 notifications, how can this be solved?

When users doesn't receive LMS365 email notifications, the cause may be to find in the Microsoft 365 Connection Settings, the fact that specific notifications are disabled, or issues with the delivery of email messages to users.

In this guide, we will go through how you can investigate and resolve the issue in these cases.

 

In this guide

 

Microsoft 365 Connection Settings

If your LMS365 automated notifications are no longer sent to users for any courses, it's likely that the account used for sending email notifications is not properly connected to LMS365.

In this case, you need to reset the connection by first disconnecting the currently connected account, and then, again, configure the Microsoft 365 Connection Settings to ensure a proper connection between the account and LMS365.

LMS365 email notifications are managed in the LMS3655 Admin Center > Catalog Settings > Notifications.

Please see this guide for steps on how to configure Microsoft 365 Connection Settings in LMS365.

 

Ensure relevant notifications aren't disabled

Course catalog admins can disable specific notifications on a course catalog level to prevent some types of notifications to be sent to users. If users aren't receiving notifications, make sure to check that these notifications are in fact enabled in the course catalog.

All notifications are enabled per per default.

Please find guidance here on how to enable and disable notifications.

 

Check success of email delivery in the Microsoft 365 Exchange admin center

If, after you have checked that the Microsoft 365 Connection Setting are set up correctly and that all relevant notifications are enabled, you still experience issues with users receiving notifications, you can check the email trace and identify possible errors with email delivery in the Microsoft 365 Exchange admin center.

 

NOTE   

You need to be a Microsoft 365 global admin to access the Microsoft 365 Exchange admin center.

 

As LMS365 uses Microsoft 365 to send email notifications, you can check the Message Trace in the Microsoft 365 Exchange admin center to understand whether notification messages were sent to users:



  • Choose the relevant trace or create a new by selecting Start a trace. If you want to get an overview of all emails that has been sent from the account that is connected to LMS365, you can generate a search result with this account in the Sender field.



  • When ready, select Search.

Here is an example of message trace search results where you can see the messages that has been sent from the account connected to LMS365, the recipient (email accounts) these messages were sent to, and whether the messages were successfully delivered.

If, for example, an email account of one or more recipients is not correct, this can be the reason why notifications are not delivered to these users.

 

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