Diagnosing Email Deliverability Issues
If you’re not receiving reports by email from the Halo Sign-in System, this interactive guide will walk you through the steps needed to test each potential issue until you can narrow down the cause. The cause will likely be 1 of the following:
Email settings in the App
Network settings are blocking the emails from being sent
Email filtering is blocking the email from arriving in your inbox
Please walk through every step as directed below and feel free to contact us on info@halo.support if we can assist at all.
Below the guide are 3 template emails/tickets that you can submit to your IT Support based on the outcome of the tests. These are pre-typed with some placeholders for your own information in order for them to contain as much information as your IT Support should need to resolve the issue.
Halo Sign-in: Email Troubleshooting
The blocks of text below are meant to serve as pre-typed messages you can send to your IT Support to help resolve any email issues. Please fill in any required information contained in [brackets] and then either email the message to your IT Support or submit it as a ticket.
No Internet Message
Hi
We seem to be having a problem with one of our iPads accessing the internet. The IP Address of the iPad is [INSERT IP ADDRESS FROM STEP 3 HERE]. We have tried loading www.bbc.co.uk and it won’t load the page. [Insert any error message you see here]. Please can you advise on the steps necessary to connect this iPad to the WiFi.
Many thanks.
No Internet Message
Hi
We may have a problem with an access point in the building. We are using an iPad to register the attendance of people to the building but it doesn’t seem to get an internet connection where it is located. We have tried loading www.bbc.co.uk in its usual location and it doesn’t load the page. When we move to an area of the building away from this point and therefor connect to a different access point, www.bbc.o.uk loads without issue.
This would lead us to believe that we have a faulty or misconfigured access point providing internet to the [area iPad is usually located] part of the building.
Please advise on steps to rectify this.
Many thanks.
Network Issue Message
Hi
We have a Halo Sign-in System running on an iPad in our building. The purpose of this device is to record the attendance of people arriving and leaving for Fire Safety, Safeguarding and Record Keeping purposes. The system is able to email reports to us either manually or at timed intervals. Those emails are not arriving as they should. We have tested the functionality on a Staff member’s “Personal Hotspot” and the emails arrive without issue, therefor we believe there is a setting relating to the WiFi Network that is blocking this email from coming through. Please can you ensure the following settings are applied to the WiFi network for this device:
Please allow All Traffic on port 587 for SMTP.GOOGLE.COM
The IP Address of the device in question is [INSERT IP ADDRESS FROM STEP 3 HERE]
Many thanks.
Email Filtering Message
Hi
We have a Halo Sign-in System running on an iPad in our building. The purpose of this device is to record the attendance of people arriving and leaving for Fire Safety, Safeguarding and Record Keeping purposes. The system is able to email reports to us either manually or at timed intervals. Those emails are not arriving as they should. We have tested sending emails while connected to the building’s WiFi as well as on a “Personal Hotspot”, but the emails never arrive. They are, however, able to send to a personal email address. Therefor we believe the issue relates to Email filtering, so could you please ensure that emails from [xxxx.signin@gmail.com email address in your handover document] are not being blocked from our mailbox: [your organisation email address].
Once this has been done, could you also ensure that the following settings are in place on the network filtering to rule out any additional problems once emails are unblocked?
Please allow All Traffic on port 587 for SMTP.GOOGLE.COM
The IP Address of the device in question is [INSERT IP ADDRESS FROM STEP 3 HERE]
Many thanks.