Troubleshooting: Email, SMS, and Mobile Delivery Issues

If you or your team have stopped receiving scheduled reports, text alerts, or mobile push notifications, use this step-by-step troubleshooting guide to locate and resolve the block.

Troubleshooting Email & Scheduled Reports

If previously active scheduled reports or email notifications are no longer arriving in your inbox:

1. Identify the Timeline: When did the emails stop arriving? Are multiple users experiencing the block, or just one?

2. Verify Report Ownership:

   • Was the scheduled report created by an employee who has since left the company?

   • If the creator’s user account was deactivated, their scheduled reports will stop running. An active user must recreate or take ownership of the report.

3. Check spam/junk folders: Local email filters may have routed L2L emails out of the main inbox.

4. Run the Notification History Report:

   • Navigate to Reports > Notification History Report.

   • Filter by date, event, and user.

   • This report shows a detailed log of all outgoing emails, text messages, and mobile pushes, including successful deliveries, failures, and network errors.

5. Provide an example of a dispatch you should have received to the Support Team. Your notifications may be bouncing.

Checking IT & Local Network Blocks

L2L can verify that a notification was successfully sent and received by your corporate network. However, we cannot control whether your internal IT servers deliver it to your inbox.

If L2L's Notification History Report shows successful delivery but the email is missing:

1. Test a Personal Email: If company policy allows, temporarily add a personal, non-work email address (like Gmail or Outlook) to the scheduled report. If the personal email receives the report successfully, the issue lies with your corporate network.

2. Contact your IT Department: Ask your IT or Network Administrator to verify:

   • Have any recent changes been made to corporate firewalls or email servers?

   • Are L2L domain names or IP addresses being blocked?

   • Do L2L sending domains need to be whitelisted?

Troubleshooting SMS & Carrier Text Messages

If you are having issues receiving direct SMS text notifications:

• Carrier Restrictions: Most major cellular carriers in the United States have phased out support for direct email-to-SMS gateways from external software platforms like L2L. Because carrier restrictions change constantly, direct SMS text delivery is highly unreliable and cannot be fully supported.

• Recommended Alternatives: We strongly recommend switching your delivery methods to WhatsApp, Microsoft Teams, or the L2L Mobile App for reliable alert delivery.

• Verifying Carrier SMS Gateways: If you must use SMS, verify that your mobile number and carrier-specific gateway domain are entered correctly in your profile settings.

  Example (Straight Talk Wireless): yourphonenumber@vtext.com (for SMS) or yourphonenumber@mypixmessages.com (for MMS).

• Mobile Device Best Practices:

  • Toggle Mobile Data OFF for 30 seconds, then turn it back on.

  • Check your device for pending operating system updates.

  • Power down your mobile device completely once a week. Mobile devices running continuously for months can experience background notification process failures.