What if a user cannot receive a setting file via e-mail?

Users must receive files via e-mail to configure Client Certificates. If a user cannot receive the file via an e-mail, try the following steps.

Ask the user to:

  • On the user's computer, send the setting file again. In Mobile Access in the user's account settings, enter the correct smartphone e-mail address in the E-mail Address field. Then, send the setting file again.
  • On the user's smartphone, increase the available space to be able to receive e-mail. Deleting unneeded e-mails will free up space on the smartphone.
  • On the user's smartphone, whitelist the setting file e-mail domain. If the user restricts incoming e-mails from specific domains, the setting file e-mail may be blocked. The administrator needs to check the setting file e-mail domain to provide it to the user.
    To check the setting file e-mail domain:
    1. In Users & System Administration, click System Mail Account.
    2. Check the domain of the system e-mail address in the System E-mail Address field.
    3. When the field is blank, the domain of the system e-mail address is kintone.

Check the following:

  • Check that the setting file e-mail is not treated as spam. Check the e-mail filters that are provided by the e-mail service provider or the mail software to ensure the setting file e-mail is not treated as spam.
  • Check that the setting file e-mail is not blocked. The setting file e-mail may be blocked depending on the security settings of the incoming mail server. The sender of the setting file e-mails is the system e-mail address.
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