Employee Newsletter: Troubleshooting Common Issues

Below is a list of common issues that our customers have experienced in relation to the Employee Newsletter product and how to resolve them.

Custom domains failing to validate

We've received reports of domains failing to validate. Every time we've seen this, the problem was customers incorrectly adding DNS records to their provider.

Common problems are things like adding to the wrong domain or accidentally adding to a subdomain.

We can double check what values are missing by checking in AWS SES verified identities and see whether its the CNAME, TXT or MX records that are failing to validate (the domain isn’t valid until both have been validated). This online tool, https://mxtoolbox.com/SuperTool.aspx can be used to check individual values.

Common issues for specific DNS providers:

• GoDaddy

  • A common issue we’ve seen is clients adding the domain in the records where GoDaddy always automatically adds the domain. So they enter 4k3kavx7rptuqrdfqwfoe2ra7jdjjcfm._domainkey.newsletter.com resulting in the domain being added twice (4k3kavx7rptuqrdfqwfoe2ra7jdjjcfm._domainkey.newsletter.com.newsletter.com). The fix here is just to remove the domain from the record.

Not receiving newsletter emails

Often customers' email security software will block our emails or mark them as suspicious. The standard way to fix this is to whitelist our SES dedicated sending addresses.

Data residency EU: 54.240.106.63, 54.240.106.64

Data residency US: 54.240.71.135, 54.240.71.136

UAT US: 54.240.113.254

Gmail marking emails as suspicious

We resolved this for Simpplr by setting our dedicated IPs in the allow list. Outline here: Add IP addresses to allowlists in Gmail - Google Workspace Admin Help

Unable to see images in newsletter emails

This usually occurs due to our custom domain not being whitelisted. To fix this, whitelist the Simpplr domain used to host images behind Cloudfront.

Data residency EU: https://fe-nl.eu.simpplr.com

Data residency US: https://fe-nl.app.simpplr.com

UAT US: https://fe-nl.uat.simpplr.xyz

Open tracking not working

AWS automatically adds a tracking image to sent emails. This image can be blocked by certain email clients. They will need to whitelist the AWS tracking domain: awstrack.me

Issue with automatic picture downloads in classic Outlook email messages

Blocking pictures adds an extra layer of protection to your computer. By default, Microsoft Outlook prevents pictures from being downloaded automatically from the internet. You can allow picture downloads when the message comes from a source you trust.

Why Outlook blocks automatic picture downloads

Blocking automatic picture downloads helps you:

• Reduce the risk of viewing unwanted or offensive content linked within messages.
• Protect your device from malicious code that could compromise your data.
• Manage bandwidth usage, particularly on slower or limited connections.
• Avoid tracking pixels, hidden images that notify senders when an email is opened. (Tracking pixels are different from read receipts.)

Allow picture downloads for a single message

You can enable picture downloads for an individual message from a trusted sender.

1. Select the InfoBar at the top of the message.
2. Select Download Pictures.

Flags and reminders for recipients appear in the message InfoBar.

When you select Download Pictures while previewing a message in the Reading Pane, the message is saved automatically and the pictures will appear the next time you open it.
If you select Download Pictures in an open message, save the message to ensure the pictures display the next time it’s opened.

Allow picture downloads for all messages

1. Select File > Options > Trust Center.
2. Under Microsoft Outlook Trust Center, select Trust Center Settings.
3. Clear the Don't download pictures automatically in HTML e-mail messages or RSS items checkbox.

If you’re using Outlook in Microsoft 365, open the Automatic Download tab and adjust the options as needed.

These settings follow a hierarchical structure. Clearing the first option allows all pictures to download automatically and disables the subordinate options. If the first option remains selected, you can use the subordinate options to allow specific types of images to download automatically.

Allow picture downloads from a specific sender or domain

1. Open a message from the relevant email address or domain.
2. Right-click a blocked item.
3. Choose one of the following:
   • Add Sender to Safe Senders List
   • Add the Domain @domain to Safe Senders List

Q&A

1. The CNAMEs have been added correctly, however I see a problem with the MX records; will the verification still fail?
   Yes, all the records need to be correct.