iSAMS Email loop , cloud hosted

[robintech]

Have a ticket open with iSAMS for a week and called them a few times but no joy, the Email Manager shows it sending an email from its Inbound email address to its Inbound email address in a loop with the subject Do Not Reply sending 4 emails per second which is causing issues with other emails taking a very long time to come through, this also means we can't configure MFA for new starters as the initial email verification codes expire before they arrive.

 

If I send and email to the inbound address it replies with Do Not Reply and the text of "We could not detect a conversation to attach this email to, please reply directly from an existing email thread."

 

Wonder if anyone has had this happen or got any info I can pass onto their support, the email is managed by them through SendGrid as well as the cloud hosting of the server so not much I can change, it sounds like someone has sent an email from the inbound email address to the inbound email address which is causing the infinite loop

[TechMonkey]

Yes, I'm pretty sure we had similar to this over a year ago. We would get undeliverable emails and that would cause a reply that would be undeliverable. The sender would get inundated with replies.  It was any comms to certain parents. Took 3 months to sort. The only way we found to stop it was disabling the 2-way communication for a bit and then starting it again.

 

The fix was the dev team talking to SendGrid, where the fault seemed to lie.  Ticket id was #664716, but there isn't a lot of tech info on there, but hopefully they have some dev notes or they can track down the people that are needed to talk to.

[robintech]

Thanks , ours is #770667 in case someone else needs it in the future,  will update if we get any fix

[robintech]

Is fixed as of a couple of days ago, but no technical details on what they did