Managing Custom SMTP Email Account Failures

Site Admins within the root organization can identify issues with custom SMTP email account configurations and manage failed email notifications directly within the platform using the Email settings screen within Global Settings. When managing custom SMTP email account failures, it is recommended that you first resolve the email server issues before proceeding with managing the email notifications that failed to send.

To resolve custom SMTP server issue

Site Admins within the root organization can troubleshoot custom SMTP server issues once they receive notification of a server failure. Server failures may be due to incorrect configuration settings, authentication issues, and/or other technical reasons. The following procedure details how you will be notified when server failures occur and how you can access troubleshooting guidance.

  1. When a custom SMTP email server fails, an email notification will be sent to notify you of the server failure along with the date and time at which the server failed. By default, Site Admins within the root organization will receive this email notification. However, if users are added to the Failure alert recipients field on the Email account details screen for the respective custom SMTP email account, only those users will receive this email notification.


  2. Click View server settings within the email notification to navigate to the Email settings screen within the OneTrust Platform.
    Note:

    Alternatively, the Email settings screen can be accessed from the OneTrust Platform by clicking the gear icon in the upper right-hand corner to access Global Settings and selecting Email and branding > Email settings.

    On the Email settings screen, custom SMTP email accounts that are failing to send email notifications will display a Failed status in the Status column.



  3. Click the link in the Email account column for the custom SMTP email account in Failed status. The Email account details screen appears with an error message indicating the date and time that the email server went down.


  4. Update the configuration as necessary to resolve the email server issues. Then click the Test button to confirm successful configuration.
  5. After you have resolved the issues, click the Save button. If there are unsent messages, the Resend messages now modal appears, where you can select to resend all failed email notifications in bulk by clicking the Resend messages button.


Tip:

You can click the Get Help button to access the troubleshooting guidance provided within the Custom Email Server Configuration FAQ article directly within the OneTrust Platform. Alternatively, you can access the same article separately within myOneTrust here. If issues persist after completing the troubleshooting steps, please create a support case within myOneTrust.

To delete failed email notifications

Site Admins within the root organization can view a history of email notifications that failed to send using the Email failure log tab of the Email account details screen. The Email failure log lists the last 100 email failures that occurred for the email account starting with the most recent failure. After you have resolved any email server issues, you can select to permanently delete all failed email notifications.

  1. Click the gear icon in the upper right-hand corner to access Global Settings.
  2. On the Global Settings menu, select Email and branding > Email settings. The Email settings screen appears.

  3. Click the link in the Email account column for the respective email account. The Email account details screen appears.

  4. Navigate to the Email failure log tab. A list of email notifications that failed to send appears.


    Field
    Description
    Email Subject

    Value defined as the subject of the email notification.

    Recipient Email

    Email address to which the email notification was sent.

    Time Stamp

    Date and time at which the email notification was sent.

    Failure Details

    Description of the error. Errors may be accompanied by a recommended next step to troubleshoot the issue, if applicable.

  5. Click the Clear Log button to permanently delete all failed email notifications. The Clear log modal appears for you to confirm that all unsent email notifications should be permanently deleted. To proceed with this action, click the Clear log button on this modal.