Incoming mail is not being delivered to internal staff, but is being delivered to your customers and addresses outside your organisation.
Note: If emails are not being generated when trying to send manual communication i.e. using the 'Send Email' feature within an event, the email should open in your default email provider. If a message does not open, ensure your browser has a default email platform set and this is correct.
Your mail server may not be set up to accept incoming messages with a From address containing your own domain name. For example, a message from an unknown outside source labelled to be from your support email
firstname.lastname@example.org is denied.
An analogy is you receiving a letter in your mailbox with your home address listed as the sender – a message you know you didn’t send, so it’s likely to be fraud, or at least suspicious.
The mail server denying this makes sense and is good for security reasons.
From the email server’s point of view, any message with that domain should have been routed by itself as an internal network message, so to see an incoming message from an external site with that address is likely to be spam or fraud.
- Review the steps in the article for checking and configuring SPF records for your domain.
- If you have an IT team that manages your corporate email, ask them to check if their mail systems have spam or security rules that might be preventing emails from Arlo from being delivered. Some systems have rules to deny any incoming emails that have a from address that matches your company's domain.
If their systems are dropping these messages, ask if they can allow or whitelist emails from Arlo.
If you have completed the steps in this article and continue to have delivery issues, contact support who will be able to assist further.
Other articles that may be useful: