SIMS Intouch email messages not being received

[jmel27]

Hi All,

 

I have had a couple of messages recently from parents who have not received any email communications from the school when we use Intouch.

It doesn't seem to matter whether it's a general Intouch message, Individual Report or Attainment/Merit Mark, nothing is being received.

 

I have suggested checking their junk folders but nothing appears there either, and I'm not getting a bounceback on SIMs to say the email cannot be delivered.

I've also confirmed with the parents that their email addresses are correct.

 

The only reason the parents knew was because their kids told them they should be receiving grades which never arrived.

 

Has anyone had any problems with this? Are the email providers filtering the Intouch messages before they even get there?

 

Thanks.

[jthompson]

Have you confirmed their address by sending through a test message from your regular email system, rather than just verbally over the phone?

 

I don't know if this will make any difference, but you could perhaps ask them to add the school's InTouch address as a contact at their end, in case that helps it get through some spam filtering.

[jdsa]

Are the email providers filtering the Intouch messages before they even get there?

There have historically been intermittent issues with various email providers. Are the email addresses from the same provider, do other emails to the same provider get through?

[jmel27]

Hi,

 

thanks for the message. I sent through the grade sheets for the parents' children via Outlook and that seemed to get there no problem.

 

I suggested putting the school on the approved senders' list but seeing as she has never received an email, she can't approve it.

When I look on the email it sent, I can only see the name of the SIMs user who sent the email, so would you know the format of the email address it sends from so that the parent can add the InTouch contact?

i.e. is it something along the lines of [email protected]?

 

- - - Updated - - -

 

Most email providers seem to be OK, but the ones having problem are Yahoo & GMail, which other parents have and seem to be getting through fine. A mystery for sure.

[mrbios]

We're seeing a lot of issues with InTouch and parent emails, got users from all different domains (specific problems with icloud and me.com addresses though) Can send to most of these users (with the exception of @me.com which doesn't work from either our domain or intouch) without issue manually.

 

I've spoken to Capita about this and they say the same thing every time, that it's a problem at the users end... Tempted to start throwing a tantrum and argue our way out of the InTouch contract and move services.

[jmel27]

We found a temporary fix for this specific problem I think.

 

The parent needs to add the email address the InTouch messages are coming from to their trusted senders or contacts list.

The email address seems to be (your dfe number)@Capita-Intouch.co.uk

i.e. [email protected]

 

We are still having problems with the system sending duplicates of one student's reports to parents with multiple students at the school, but thats another problem