E-mail Shared Users working for Gmail accounts but not Outlook

Lisa

So recently, all e-mails sent to shared users to an Outlook account are disappearing within 2 seconds. Nothing has changed on any of the users accounts in terms of filters, rules, sweep, etc. The e-mail from SmartSheet isn't even appearing in the Clutter folder, deleted folder, junk folder, archive folder.

Sending to a gmail address is fine. The e-mail is received very quickly and doesn't disappear.

Does anyone have any ideas on what it could be?

Paul Newcome

It sounds like there may be an issue with Outlook.

Lisa

Yes, I think it is on the Outlook side. I am hoping someone else may have had this issue with Outlook and can offer advice.

Paul Newcome

Outlook also has a Community forum. There may be something there that can help point you in the right direction. Maybe someone else was having the same problem but just not with Smartsheet or something like that.

Either way... Please feel free to let us know what you find there (if anything).

https://techcommunity.microsoft.com/t5/outlook/ct-p/Outlook

Lisa

I believe the issue was that Microsoft's junk mail filter technology was updated (they do this regularly). This explains why e-mails to Gmail weren't being deleted, also. I added Smartsheet's e-mail addresses as safe senders and that seems to have taken care of the problem. 

The automated e-mails come from automation@app.smartsheet.com and the e-mails sent right away come from user@app.smartsheet.com.

Paul Newcome

Glad you were able to get it sorted!