Harvard Business School TEST Sympa Mailing List Server

List Administrators Frequently Asked Questions

A subscriber does not receive the list messages

Check the following:

1. Check that the user is really subscribed to the list under the address they expect on the 'Manage subscribers' page. If the list whose posts the user is missing is a List of Lists AND you do not find the user's address in the list's Subscriber List but they are still in the subscribed sub list's subscribers (example: jdoe@mba2023.hbs.edu is subscribed to mba2023b but does NOT appear as a subscriber of the mba2023 full class list), look in the List of List's exclusion list (white exclude button under "Administrative Options" on the Manage List Members page). If there are ANY addresses on the Exclusion list contact TSS/CSE for assistance.
2. Have the user check their Spam/Junk folder. If it was marked as Spam/Junk ask them to mark it as "Never Block/ Not Junk" and to check that it didn't get caught in a personal filter or got accidentally personally blacklisted.
3. Did you recently unsubscribe their email address because it bounced? If they had a name change but a list post went out before their old address got set as an alias (or it did have an alias but that expired) ask them for their current address and resubscribe them if appropriate.
4. Try sending a message yourself to the subscriber in order to verify they can receive any mail.
5. If you cannot resolve the issue, Open a ServiceNow ticket to TSS and ask that it be assigned to CSE, who will check the mail server logs in order to find the cause of the problem.

Did a certain post to my list actually get delivered?

1. Ask one of the list subscribers if they received the post. If you, or another user, are subscribed to more than one list to which the post was sent, Outlook does not deliver messages it thinks are "duplicates" so you may not see the post arrive to you from both lists.
2. Check the list's log to verify the post was successful from Sympa. See instructions at "Checking Sympa Post Success"
3. If you cannot resolve the issue, Open a ServiceNow ticket to TSS and ask that it be assigned to CSE, who will check the mail server logs to verify the post was correctly processed through Sympa. If they see it was sent from the server, an O365 admin may need to trace the specific email through Exchange to check if anything happened after the email left the Sympa server.