Email notifications – most common issues & troubleshooting

Introduction

Below you will find the most common causes of issues involving XTM Cloud email notifications.

Before reading the article below, we recommend that you read the mechanism and the prerequisites for sending XTM Cloud email notifications, which are described in detail in a dedicated article: How do email notifications work in XTM Cloud?!

Before reading the article below, we recommend that you read the mechanism and the prerequisites for sending XTM Cloud email notifications, which are described in detail in a dedicated article: How do email notifications work in XTM Cloud?!


Issue description & Solution

Lack of email notifications

Wrong email address is entered in the user’s setting in the XTM Cloud UI

It might sound trivial, but user accounts are created by Project Managers who sometimes make mistakes and enter the wrong email address when entering the user's login credentials. Alternatively, such an address might have been changed at a later time without the user's knowledge.

Solution: Contact your XTM Cloud project managers and verify that your email address is correct in the system.

Message was bounced by an email provider (company that is hosting your email account)

Some email providers decide to block (bounce) messages coming from XTM International, based on traffic.

Solution: If the XTM International Support team tells you that your message could have been bounced, contact your email provider as soon as possible and ask them to whitelist your local XTM Cloud instance.

Message was sent to the spam folder

Solution: Check your spam folder in your mailbox before submitting a ticket to the XTM International Support team. Our notifications are send to the spam folder by email provider algorithms and are still accessible. Try to create appropriate rules to filter your emails as required.

Custom configuration, created at the request of your company, is present on the server

In XTM Cloud, configuration settings specify which notifications will be sent and which will not, increasing or limiting the number of notifications that will be sent.

Solution: If you expected to receive a notification, but it did not reach you, the spam folder is empty, and your XTM Cloud project manager has told you that assignment has been performed correctly, ask internally if your company has asked the XTM International Support team to create a custom mailing configuration. You can also contact us directly, and our engineers will check the server'’s back-end.

Messages are blocked by an internal network firewall or proxy

If you are operating on a standalone server (only one company present on the server), you are likely to have had your own IT infrastructure built, and your colleagues from the IT department might have set up firewalls or proxies to ramp up the security of your server (click here for more information).

Solution: Before contacting the XTM International Support team, it is a good idea to ask your IT team if incoming messages are being blocked in some way.

Sometimes, when a new project is created and worked on, notifications keep being sent off to all the Project Managers, even though they are not involved in the project any way.

Solution: This is probably because the project has no user (Project Manager) assigned in the Project Editor → General info → Project Manager.

The same situation can occur in the case of subcontracted projects. A specific project manager for that LSP needs to be assigned in Users → LSPs → LSP Editor → GeneralProject Manager.

The actions above can only be performed by project managers. Once the appropriate PM is selected, all the email notifications related to a specific project will be sent this user alone.

IMPORTANT!

If there are any other problems with XTM Cloud notifications apart from them not being present in the first place, or if all of the above cases have been thoroughly checked, but the XTM Cloud system still does not send emails, do not hesitate to contact the XTM International Support team and provide all the details.

IPs are not whitelisted on your mailing server

Solution: If you are using your own mailing server, make sure to whitelist the IPs on the server to let XTM notifications pass through.

Projects created via API might not have source files in them

Solution: Ensure that the project created via API has source files. When projects are created in XTM Cloud using API, notifications are sent to the project managers only if the project contains source files. At the same time, notifications are not sent for projects created without any files. If your projects lacked source files during the project creation stage but were added later, this could be the reason for not receiving any notifications.

Projects are archived in XTM Cloud

Solution: Email notifications are not sent with regard to archived projects. Make sure they are active in the XTM Cloud UI.

Maladjusted notification settings

The problem might be related to specific configurations on your XTM Cloud instance. For instance, if multiple linguists are assigned to a single task, email notifications may not be sent. These configurations can be adjusted on the back-end side of the XTM Cloud instance.

Solution: Contact internal IT team who is responsible for XTM configurations or reach out to the XTM International Support team to configure your notifications for you.

Unwanted email notifications

In the vast majority of cases, changing a linguist from active to inactive in the project’s workflow triggers email notifications to the project manager. If the project has no assigned project manager, email notifications are sent to all active project managers in your XTM Cloud instance.

Solution: To avoid unwanted email notifications, perform the following actions:

  1. Archive old projects that are completed, in XTM Cloud.

  2. Exercise caution when deactivating linguists.

  3. Ensure that a project manager is assigned to the project.

  4. Optionally, disable unassigned email notifications completely if not needed.

Solution: To resolve this issue, ensure that you have enabled Allow all cookies in your internet browser. To do this, go to Settings → Privacy & Security → Browser privacy → Cookies and Site DataGeneral settings, in your browser. You can also try using a different browser. If the problem persists, do not hesitate to contact the XTM International Support team.

Lack of email notifications when the license limit is being reached in XTM Cloud

Unfortunately, XTM Cloud does not currently offer a feature for setting up email notifications or alerts when approaching the license limit. The only notification you will receive is when the licenses expire. Monitoring license usage requires someone to log in to XTM Cloud and check the status regularly.