KB-2181 Emails from Appian not received by end users after changing site domain and/or custom email sender

Parmida Borhani — Thu, 22 Apr 2021 05:58:35 GMT

Current Revision posted to Appian Knowledge Base by Parmida Borhani on 4/22/2021 5:58:35 AM

Symptoms

After a change to the site domain or the creation of a custom email sender, users are reporting emails from Appian are not being delivered.

Cause

Changes to the site domain or the configuration of a custom email sender may change the domain that emails are sent from by the environment. Often, these changes also require an update to the SPF record for your domain to include the Appian SPF record. Without these updates, the Appian Cloud site may not be authorized to send email on behalf of the new domain, which can cause the emails to be blocked by the recipient.

Action

To address this issue, do the following:

Check the SPF record that the Appian Cloud site is using. This can be done by following KB-2010.
Provide the canonical name value to your mail server administrators so they can add an include record for the Appian Cloud sites SPF record.

Affected Versions

This article applies to all versions of Appian.

Last Reviewed: April 2021

Tags: custom domain, email, Cloud, spf

KB-XXXX Emails from Appian not being received by end users after changing site domain and/or custom email sender

Tom Ryan — Wed, 21 Apr 2021 22:53:58 GMT

Revision 12 posted to Appian Knowledge Base by Tom Ryan on 4/21/2021 10:53:58 PM

Symptoms

After a change to the site domain or the creation of a custom email sender, users are reporting emails from Appian are not being delivered.

Cause

Action

To address this issue, do the following:

Check the SPF record that the Appian Cloud site is using. This can be done by following KB-2010.
Provide the canonical name value to your mail server administrators so they can add an include record for the Appian Cloud sites SPF record.

Affected Versions

This article applies to all versions of Appian.

Last Reviewed: April 2021

Tags: custom domain, email, Cloud, spf

KB-XXXX Emails from Appian not being received by end users after changing site domain and/or custom email sender

Ryan Evans — Wed, 21 Apr 2021 18:04:21 GMT

Revision 11 posted to Appian Knowledge Base by Ryan Evans on 4/21/2021 6:04:21 PM

Symptoms

After a change to the site domain or the creation of a custom email sender, users are reporting emails from Appian are not being delivered.

Cause

Changes to the site domain or the configuration of a custom email sender. Often, these changes also require an update to the SPF record for your domain to include the Appian SPF record. Without these updates, the Appian Cloud site may not be authorized to send on behalf of the new domain.

Action

To address this issue, do the following:

Check the SPF record that the Appian Cloud site is using. This can be done by following KB-2010.
Provide the canonical name value to your mail server administrators so they can add an include record for the Appian Cloud sites SPF record.

Affected Versions

This article applies to all versions of Appian.

Last Reviewed: April 2021

Tags: custom domain, email, Cloud, spf

KB-XXXX Emails from Appian not being received by end users after changing site domain and/or custom email sender

Parmida Borhani — Tue, 20 Apr 2021 06:47:58 GMT

Revision 10 posted to Appian Knowledge Base by Parmida Borhani on 4/20/2021 6:47:58 AM

Symptoms

After a change to the site domain or the creation of a custom email sender, users are reporting emails from Appian are not being delivered within a timely manner to their company issued email address.

Cause

Both of these changes allow Appian to send emails under your domain. Often, these changes also require an update to the SPF record for your domain to include the Appian SPF record.

Action

To address this issue, do the following:

Check the SPF record that the Appian Cloud site is using. This can be done by following KB-2010.
Provide the canonical name value to your mail server administrators so they can add an include record for the Appian Cloud sites SPF record.

Affected Versions

This article applies to all versions of Appian.

Last Reviewed: April 2021

Tags: custom domain, email, Cloud, spf

KB-XXXX Emails from Appian not being received by end users

Parmida Borhani — Tue, 20 Apr 2021 06:46:35 GMT

Revision 9 posted to Appian Knowledge Base by Parmida Borhani on 4/20/2021 6:46:35 AM

Symptoms

Cause

Both of these changes allow Appian to send emails under your domain. Often, these changes also require an update to the SPF record for your domain to include the Appian SPF record.

Action

To address this issue, do the following:

Check the SPF record that the Appian Cloud site is using. This can be done by following KB-2010.
Provide the canonical name value to your mail server administrators so they can add an include record for the Appian Cloud sites SPF record.

Affected Versions

This article applies to all versions of Appian.

Last Reviewed: April 2021

Tags: custom domain, email, Cloud, spf

KB-XXXX Emails from Appian not being received by end users

Ryan Evans — Tue, 13 Apr 2021 20:44:28 GMT

Revision 8 posted to Appian Knowledge Base by Ryan Evans on 4/13/2021 8:44:28 PM

Symptoms

Cause

Both of these changes allow Appian to send emails under a your domain. Oftentimes, these changes also require you to update the SPF record for your domain to include the Appian SPF record.

Action

To address this issue, please do the following:

Check the SPF record that the Appian Cloud site is using. This can be done by following KB-2010.
Work with your mail server admin team to add an include record for the Appian Cloud sites SPF record.
1. When reviewing the SPF record for the Appian Cloud site, ensure that you are providing the value for canonical name to your mail server admin for them to add the include statement in their SPF record with that value.

Affected Versions

This article applies to all versions of Appian.

Last Reviewed: April 2021

KB-XXXX Emails from Appian not being received by end users

Ryan Evans — Mon, 12 Apr 2021 21:55:05 GMT

Revision 7 posted to Appian Knowledge Base by Ryan Evans on 4/12/2021 9:55:05 PM

Symptoms

Cause

Both of these changes allow Appian to send emails under a customer owned domain. Oftentimes, these changes also require you to update the SPF record for your domain to include the Appian SPF record.

Action

To address this issue, please do the following:

Check the SPF record that the Appian Cloud site is using. This can be done by following KB-2010.
Work with your mail server admin team to add an include record for the Appian Cloud sites SPF record.
1. When reviewing the SPF record for the Appian Cloud site, ensure that you are providing the value for canonical name to your mail server admin for them to add the include statement in their SPF record with that value.

Affected Versions

This article applies to all versions of Appian.

Last Reviewed: Month YYYY

KB-XXXX Emails from Appian not being received by end users

Ryan Evans — Mon, 12 Apr 2021 16:15:33 GMT

Revision 6 posted to Appian Knowledge Base by Ryan Evans on 4/12/2021 4:15:33 PM

Symptoms

Cause

Both of these changes allow Appian to send emails under a customer owned domain. Oftentimes, these changes also require you to update the SPF record for your domain to include the Appian SPF record.

Action

To address this issue, please do the following:

Check the SPF record that the Appian Cloud site is using. This can be done by following KB-2010.
Work with your mail server admin team to add an include record for the Appian Cloud sites SPF record.
1. When reviewing the SPF record for the Appian Cloud site, ensure that you are providing the value for canonical name to your mail server admin for them to add the include statement in their SPF record with that value.

Affected Versions

This article applies to all versions of Appian.

Last Reviewed: Month YYYY

KB-XXXX Emails from Appian not being received by end users

Ryan Evans — Mon, 12 Apr 2021 15:43:50 GMT

Revision 5 posted to Appian Knowledge Base by Ryan Evans on 4/12/2021 3:43:50 PM

Symptoms

Cause

Both of these changes allow Appian to send emails under a customer owned domain. Oftentimes, these changes also require you to update the SPF record for your domain to include the Appian SPF record.

Action

To address this issue, please do the following:

Check the SPF record that the Appian Cloud site is using. This can be done with the following command: nslookup -type='txt' <FULL_SITE_FQDN>.
Work with your mail server admin team to add an include record for the Appian Cloud sites SPF record.
1. When reviewing the SPF record for the Appian Cloud site, ensure that you are providing the value for canonical name to your mail server admin for them to add the include statement in their SPF record with that value.

Affected Versions

This article applies to all versions of Appian.

Last Reviewed: Month YYYY

KB-XXXX Emails from Appian not being received by end users

Ryan Evans — Mon, 12 Apr 2021 15:28:29 GMT

Revision 4 posted to Appian Knowledge Base by Ryan Evans on 4/12/2021 3:28:29 PM

Symptoms

Cause

Both of these changes allow Appian to send emails under a customer owned domain. Oftentimes, these changes also require you to update the SPF record for your domain to include the Appian SPF record.

Action

To address this issue, please do the following:

Check the SPF record that the Appian Cloud site is using. This can be done with the following command: nslookup -type='txt' <FULL_SITE_FQDN>.
Work with your mail server admin team to add an include record for the Appian Cloud sites SPF record.
1. When reviewing the SPF record for the Appian Cloud site, ensure that you are providing the value for canonical name to your mail server admin for them to add the include statement in their SPF record with that value.

Workaround

This section is optional and should only be used as an alternative action if there is a massive technical debt associated with performing the action in the above section for customers (such as upgrading). It can also be used if there is a solution to the issue in the article but is more inconvenient to implement or it causes other undesirable behavior and wouldn’t warrant being an action.

Affected Versions

This article applies to all versions of Appian.

Last Reviewed: Month YYYY

KB-XXXX Emails from Appian not being received by end users

Ryan Evans — Mon, 12 Apr 2021 15:28:02 GMT

Revision 3 posted to Appian Knowledge Base by Ryan Evans on 4/12/2021 3:28:02 PM

Symptoms

Cause

Both of these changes allow Appian to send emails under a customer owned domain. Oftentimes, these changes also require you to update the SPF record for your domain to include the Appian SPF record.

Action

To address this issue, please do the following:

Check the SPF record that the Appian Cloud site is using. This can be done with the following command: nslookup -type='txt' <FULL_SITE_FQDN>.
Work with your mail server admin team to add an include record for the Appian Cloud sites SPF record.
1. When reviewing the SPF record for the Appian Cloud site, ensure that you are providing the value for canonical name to your mail server admin for them to add the include statement in their SPF record with that value.

Workaround

Affected Versions

This article applies to all versions of Appian.

Last Reviewed: Month YYYY

KB-XXXX Emails from Appian not being received by end users

Ryan Evans — Mon, 12 Apr 2021 15:24:15 GMT

Revision 2 posted to Appian Knowledge Base by Ryan Evans on 4/12/2021 3:24:15 PM

Symptoms

Cause

Both of these changes allow Appian to send emails under a customer owned domain. Oftentimes, these changes also require you to update the SPF record for your domain to include the Appian SPF record.

Action

To address this issue, please do the following:

Check the SPF record that the Appian Cloud site is using. This can be done with the following command: nslookup -type='txt' <FULL_SITE_FQDN>.
Work with your mail server admin team to add an include record for the Appian Cloud sites SPF record

This section is required for this template and contains the steps to resolve the issue. If an issue in an article is solved by a hotfix and/or major version of Appian, use the following language to indicate that:

Apply the latest hotfix to your Appian installation.
Upgrade to the latest version of Appian.
Apply the latest hotfix to your Appian installation or upgrade to the latest version of Appian.

If there is a product issue with Engineering that is open and a workaround for that issue exists, include it in the Action section until the fix is available. After the fix is made available, use that as a workaround instead.

Otherwise, the content in this section should wholly solve a customer’s issue without producing any undesirable side effects. If there is at least one valid action that doesn’t cause undesirable side effects, all other actions with negative side effects should go in the Workaround section.

If there is no action or workaround that resolves the issue, use the following language:

There is no action or workaround currently available for this issue. If you are facing this issue, please open a support case with Appian.

Workaround

Affected Versions

This article applies to all versions of Appian.

Last Reviewed: Month YYYY

KB-XXXX Emails from Appian not being received by end users

Ryan Evans — Mon, 12 Apr 2021 14:59:58 GMT

Revision 1 posted to Appian Knowledge Base by Ryan Evans on 4/12/2021 2:59:58 PM

This article serves as a template that you can copy/paste into a new article for use later on. This template can be used to outline steps on troubleshooting certain types of issues/enabling loggers/performing certain steps to achieve a desired outcome in the product. They must be relevant to Appian or any of the third-party software Appian uses to run, such as JBoss or MySQL. It can either be internal or external.

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This description is for informational purposes only. There should be no text above the "Purpose" header when using this template.

Purpose

This section is required for this template. A lot of the older How To articles might not have this section, but going forward we should try to keep a standard format. Provide a short statement about the purpose of this article.

Instructions

This section is required for this template. A lot of the older How To articles might not have this section, but going forward we should try to keep a standard format. Provide the instructions on how to achieve what the article is outlining.

Examples:

Affected Versions

This section includes any relevant version information for Appian or other third/party configurations. Some examples of valid affected versions are as follows:

This article applies to all versions of Appian.
This article applies to all self-managed versions of Appian.
This article applies to all versions of Appian Cloud.
This article applies to Appian 7.11 and later.
This article applies to Appian 16.2 and earlier.
This article applies to Appian 7.11 and 16.1.
This article applies to Appian 16.1, 16.2, and 16.3.
This article applies to self-managed Appian 19.3 and earlier.
This article applies to all versions of Appian from Appian 7.10 to Appian 16.2.
This article applies to all versions of Appian using JBoss EAP 6.4.9 as an application server and Internet Explorer 9 as a web browser.

Last Reviewed: Month YYYY