Troubleshoot queued failed or uncertain email
Overview
Section titled “Overview”An Email Activity can be a draft, queued work, a provider-accepted message, a definite failure, an uncertain external outcome or a simulation. These states require different responses. SMTP and Graph sends use the stored message and recheck permissions at execution. Local mock receipts never prove an external email was delivered.
Purpose
Section titled “Purpose”Use this procedure when a user says a message did not arrive or a queued activity is not progressing.
Prerequisites
Section titled “Prerequisites”-
Access to the Email Activity and its related CRM record.
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Administrator/provider support for transport or mailbox evidence when required.
Procedure
Section titled “Procedure”-
Open Email Activities, find the message and inspect its provider, status, scheduled time and attempts. Confirm the recipient and related record are the intended ones.
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If Draft, the message has not been queued. If scheduled for the future, wait for the due time unless an authorized user changes the operation.
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If Queued and overdue, inspect System Health worker and communication queue evidence. Check the owner remains active and can access the related record.
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If Failed, review the safe failure and whether the outcome is uncertain. Use Retry failed send only when offered for a definitely failed attempt.
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If Accepted, inspect provider trace or the controlled recipient mailbox. Check spam/quarantine and recipient addressing before sending a replacement.
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If Simulated / Mock, create and review a real-provider send only when external sending is intended and configured.
Expected result
Section titled “Expected result”The operator identifies whether the problem is queue processing, permissions, transport acceptance, recipient delivery or a simulated operation.
Important notes
Section titled “Important notes”-
A stale worker claim or network loss can leave an uncertain result. The provider may have accepted the message even when CRM did not receive confirmation.
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Graph attachments are bounded to 3 MB total in the adapter. Provider and application quotas can also prevent sending.
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Graph sending is capped at 25 queued messages per user and 100 per organization in 24 hours in this implementation.
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Marking a Quote Sent records a commercial state and does not itself transmit an email.
Troubleshooting
Section titled “Troubleshooting”-
Repeated definitely failed attempts: resolve the provider or permission cause before another reviewed retry.
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Unknown provider outcome: escalate with sanitized attempt time, provider and message identity through private support; do not include message bodies or tokens.
Related articles
Section titled “Related articles”Search the guides or talk to the ZBIX team.
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