> For the complete documentation index, see [llms.txt](https://eventx-hq.gitbook.io/knowledge-base/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://eventx-hq.gitbook.io/knowledge-base/outreach-channel/email-configuration-and-deliverability/troubleshooting-email-delivery-issues-when-logs-show-successful-sending.md).

# Troubleshooting Email Delivery Issues When Logs Show Successful Sending

EventX email system records the full logs for all your sending email.

You can always locate the email campagin sending logs with success, failure status and reason.\
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![](/files/Z6tJejVP3jTulTTN0pJ7)\
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If the EventX logs indicate the emails were sent successfully, here are some potential reasons why you may still not be receiving emails:

1. Email ended up in spam or junk folder - Check these folders in your email account as sometimes legitimate emails get incorrectly filtered.
2. Incorrect email address - Double check that the email address the email was sent to is correct and typed properly.
3. Email server issues - The email server sending the email could be having technical issues, causing delivery failures.
4. Full inbox - Your email inbox could be full which can lead to emails bouncing back to the sender.
5. Email blocked - Your email address or domain could be accidentally blocked by the sending server or email provider.
6. ISP blocking - Your internet service provider may be blocking the sending server/IP address.
7. Mail server filtering - The receiving mail server may be filtering out the emails due to company policy.
8. Suggestion: Check with the receiving mail server IT admin to check for the mail server system logs, and locate the filtering reason.
9. Connectivity issues - Poor internet connection either on the sending or receiving end could cause email delivery issues.
10. Invalid DNS settings - Incorrect DNS settings for the email domain can cause failed email routing.
11. Using incorrect email client - Checking the email account on an incorrect email client or device.

### Metaphor for Mail server filtering

John sent a parcel to Mary to 822 Lai Chi Kok Road, Hong Kong. The Postman received the parcel and confirmed he had delivered the parcel to 822 Lai Chi Kok Road, Hong Kong with a proof of delivery. The reception staff had collected the parcel and sign for the proof of delivery. Somehow, 2 days later, Mary said not able to receive the parcel.\
One possible reason for this case is the reception staff in the office hold up the parcel and not yet pass to Mary.\
In this metaphor,

1. John represents the email sender
2. Mary represents the email recipient
3. A proof of delivery represents the EventX email logs
4. The postman represents our mail gateway (Sendgrid)
5. Reception staff represents the mail server filtering (Corporate IT mail server admin)

If we ask the Postman (Sendgrid), and John (email sender), they will confirm that the parcel sent successfully.\
To further troubleshoot, we suggest to ask the corporate IT admin for the detail receiving email logs.

## Frequently Asked Questions

### Q: What should I check first if EventX logs show success but the recipient didn't receive the email?

**A:** First, check the spam or junk folder. Then verify the email address is correct. Also consider that the receiving mail server or corporate IT may be filtering the email.

### Q: Why might a corporate IT mail server block EventX emails even if they were sent successfully?

**A:** The receiving mail server may filter out emails due to company policies. Contact the receiving mail server IT admin to check their system logs and locate the filtering reason.

### Q: Can incorrect DNS settings cause email delivery issues?

**A:** Yes, incorrect DNS settings for the email domain can cause failed email routing even when sending appears successful on EventX's side.