topic RE: No longer getting Extreme Support emails? in General Discussion

No longer getting Extreme Support emails?

Jannik_Winther — Tue, 22 Aug 2017 13:48:00 GMT

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!

RE: No longer getting Extreme Support emails?

Jarek — Tue, 22 Aug 2017 14:09:00 GMT

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

RE: No longer getting Extreme Support emails?

Jannik_Winther — Tue, 22 Aug 2017 14:09:00 GMT

Thanks for the info! We will check back with our colleagues responsible for mailing with this information.

RE: No longer getting Extreme Support emails?

Raymond_van_Dij — Tue, 22 Aug 2017 14:09:00 GMT

Hello Jannik, I just send out an one an open case.
Can you check if you received it?

RE: No longer getting Extreme Support emails?

Raymond_van_Dij — Tue, 22 Aug 2017 14:09:00 GMT

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

RE: No longer getting Extreme Support emails?

Jannik_Winther — Tue, 22 Aug 2017 14:09:00 GMT

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?

RE: No longer getting Extreme Support emails?

Jannik_Winther — Tue, 22 Aug 2017 14:09:00 GMT

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.

RE: No longer getting Extreme Support emails?

Raymond_van_Dij — Tue, 22 Aug 2017 14:09:00 GMT

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.

RE: No longer getting Extreme Support emails?

Jannik_Winther — Tue, 22 Aug 2017 14:09:00 GMT

I see, that makes sense. Thank you!

RE: No longer getting Extreme Support emails?

Steven_Lin — Tue, 22 Aug 2017 14:11:00 GMT

Hi Jannik,
Are you using your company email?

RE: No longer getting Extreme Support emails?

Jannik_Winther — Tue, 22 Aug 2017 14:11:00 GMT

Hello Steven,

yes, we are using our company email.

RE: No longer getting Extreme Support emails?

Steven_Lin — Tue, 22 Aug 2017 14:11:00 GMT

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.