Not Receiving Emails From Workamajig | Force Email Option | Clients Are Not Receiving Emails For Calendar Invites Or Deliverables To Review | Emails I Reply To Are Not Showing In The Project Conversation | Google App Administrators | Error when reading Workamajig incoming emails

Not Receiving Emails From Workamajig 

Please verify if you are not receiving ANY emails from Workamajig, or if you receive some but not all.

IF HOSTED ON A WORKAMAJIG SERVER

Workamajig Servers are designated by a workamajig.com URL. The beginning of the URL may begin with au. , app. or app(plus number).
Ex. app2.workamajig.com, app10.workamajig.com, au.workamajig.com, etc.

The most common issue here is that your Email Administrators have a firewall or spam filters that prevent emails from Workamajig from reaching your inbox.

1. Whitelist App Server

Make sure your Email or IT Administrators whitelist the server you are on. They can get the IP address of your server by doing a Ping of the URL:

2. Whitelist Mail Servers

Additionally, you may need to whitelist the Workamajig outgoing mail servers. All outbound emails from Workamajig will use these servers unless an SMTP connection has been set up. 

Current IP address:
maile.workamajig.com (8.43.188.28)
mailw.workamajig.com (104.143.112.219): this IP is used for au.workamajig.com and some appXX. servers.

3. Whitelist Conversation/System Email Address

If you have the Outbound Emails / System Email established, then also whitelist this Email address as well. This can be found in Mail Settings.

4. Setup DKIM for secure emails

If you prefer to set up DKIM as a secure email method, then see the following example of what can be done. This will require an Email/DNS Administrator on your end to set this up. They must contact support@workamajig.com for further assistance.

We will provide your team with a DKIM record that will need to be added to your DNS server. We will also make the necessary changes that are needed on our side. Without these changes, the DKIM setup will not work.

IF YOU HOST THE WORKAMAJIG SERVER

Most commonly the internal SMTP server has been changed, including its IP address. This then needs to be manually updated in the Windows Task Manager.

If Diary email notices had been arriving in the past and have recently stopped arriving, please have your IT person open up the Workamajig Task Manager and hit the stop button on it. Then open up server services to make sure they are stopped. If any are stuck they will need to be manually stopped with the windows task manager. Start services back up and check to see that they have all started.

If you have never received email notices: Please check your SPAM folder and whitelist your server. Your IT people may need to adjust the whitelist to reflect that an email is coming from an internal server but may be addressed by a different server.

Force Email Option

In Mail Settings, there is an option to Force Email. This ensures the sender and reply-to address are the same. This can also help to get around certain email filters that weed out emails where the sender is not the one you reply to. Typically you would use the Diary Email Address as the System Email to enforce.

Clients Are Not Receiving Emails For Calendar Invites Or Deliverables To Review

If internal users are receiving emails but clients are not, then ensure their contact record has an email address entered.

Check with your client's email administrators to see if they are blocking emails from Workamajig (see above).

It is possible that duplicate contact records have been made, and the contact you linked doesn't have an email address. In this case, you can either delete the duplicates or merge them using administrator features.

Emails I Reply To Are Not Showing In The Project Conversation

First, check the Verify button works in Mail Settings. If this comes back with any kind of error, then Workamajig is not able to connect to your diary email account for this purpose. And no new emails will be going into Workamajig.

If it is verifying without error, then log into that email inbox and see if there are any old emails sitting in there. If so, then it's possible an email is unreadable by Workamajig and stops the processing of new emails as it can't move onto the next email until it deals with the first one. If there is an email that is "stuck", please send the .eml file to support@workamajig.com so we can take a look at its encoding and see if we can make an exception for it. After which, you can delete the email (or copy and paste it manually where it should be in Workamajig). Then once deleted or removed from the inbox, Workamajig can continue processing the remaining email.

We also give you the option of connecting to a POP or IMAP email account. So if you have issues with one method, then try the other.

If you are having issues with gaining POP or IMAP access on an email account that your IT manages, then please contact them to see if they allow for this type of access. If not, then you can always try creating a standalone Gmail or Hotmail, etc. type of account to facilitate this feature.

Google App Administrators

If you use Google to host your corporate email accounts, then please contact your IT folks or Google for assistance with their whitelist feature.

Here is one of their guides that should get you started in the right direction: https://support.google.com/a/answer/60751?hl=en

Error when reading Workamajig incoming emails

If you are receiving emails that have the subject of "Error when reading Workamajig incoming emails", then this is due to your Incoming Email settings being incorrect. Typically the password for your Incoming Email inbox has changed. But it could also mean a variety of other issues.

You can go to System Setup > Connections > Emails > Incoming Emails and click on Test Connection to check if you are currently getting an error.

Please refer to the Setup Incoming and Outbound System Emails guide on where and how to update this information.

Additional Notes

By default, emails for customers on our servers will go through either maile.workamajig.com (8.43.188.28) or mailw.workamajig.com (104.143.112.219), pending which data center they are in. It is recommended that customers whitelist our mail servers, along with adding SPF records using our email server information. If they need an additional security layer, we can create a DKIM key for their domain(s) that they can add on their end.

If neither of those options work, the customer can go through their own email/SMTP server. The details are entered on the Connections page in the SMTP Settings section. Emails are written to a queue to be processed where we will try up to 10 times (roughly once every couple minutes) before moving to a badmail queue. While the email is being processed, and running the Email Log, the Error Message column will state "Email ready to send", even though the Status Message might state "Error Sending". If customers want they can go into the email send log to resend emails, regardless of if they go through our mail servers or their own.

If they are going through their own SMTP server they do not need to whitelist our email servers and DKIM does not apply. They may need to whitelist their APP server since that is where the emails will be originating from. If the customer is on their own email server and emails are failing, they can look in the email send log for the error message being returned from their email server. Their IT would need to resolve the issue since the error is coming back from their email server.