No longer getting Extreme Support emails?

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  • Updated 1 year ago
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Hello,

we are not getting emails on Case updates from Extreme Support support@extremenetworks.com anymore, even though there were several updates on our Cases in the past three days. We are pretty sure nothing on our part changed, was there some kind of update to this mechanic?

Thanks!
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Jannik Winther

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Posted 1 year ago

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Jarek

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Hi, 

if you have your own email server you can check the logs...
They use "Mimecast" as a emial service and maybe they changed something.
We had always issues with this provider  :).

--
Jarek
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Raymond van Dijk, Employee

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sorry, I meant I updated one of your open cases.
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Jannik Winther

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I did indeed, same sender as usual. Strange, so the address doesn't seem to be blocked our filtered out on our part. Did we maybe turn off notifications by accident?
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Jannik Winther

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I just want to add that only I received this notification, the "Additional Collaborators" that are added to the case did not get an email.
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Raymond van Dijk, Employee

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Thank you Jannik for the confirmation, I did not include the collaborators. I think not getting updates is due to the fact escalated cases need manual intervention to send out a case updates. I will remind our team again.
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Jannik Winther

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I see, that makes sense. Thank you!
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Steven Lin, Employee

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Hi Jannik,
Are you using your company email?
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Jannik Winther

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Hello Steven,

yes, we are using our company email.

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Steven Lin, Employee

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I see the same issue in  my country, and partner using one of the public email, I have already open case to IT, will update it if I got something from IT.