Overview
The error message "not reachable" appears when attempting to send surveys from your instance. This issue may occur due to unverified DNS records (SPF, DKIM, DMARC) or invalid recipient addresses, especially after a change in service provider. Verifying and updating DNS records and checking recipient addresses are recommended steps to resolve this issue.
Information
Error Message: "not reachable"
Cause: This error typically indicates that email delivery failed due to unverified DNS records (SPF, DKIM, DMARC) or invalid recipient addresses. It can occur after changes in service provider or email infrastructure.
Resolution Steps:
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Verify and Update DNS Records:
- Ensure your IT administrator updates the SPF records to include the sending infrastructure.
- Example SPF entry:
v=spf1 mx a include:_spf.tivian.com ~all
- Example SPF entry:
- Ensure the DMARC and DNS records (provided by Tivian support) are added to the sender email domain. In case of uncertainty, check with your IT administrator.
- Ensure your IT administrator updates the SPF records to include the sending infrastructure.
-
Use Verified Sender Address:
- If unable to update DNS records, use a default verified sender address (e.g., noreply@customervoice360.com).
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Check Recipient Addresses:
- Confirm that recipient addresses are correctly typed and resolvable.
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Review Mail Report Details:
- Access the Mail Report dashboard for detailed error messages and SMTP responses.
Important: Coordination with your IT Helpdesk is crucial for verifying and updating DNS records to align with the current sending setup. If you need to use a new email domain that was not used before, contact Tivian Support to provide you with the necessary details indicating that you would like to verify a new sender domain.
Frequently Asked Questions
- How do I know if this error applies to my situation?
- You'll see the error message "not reachable" when attempting to send surveys, indicating potential DNS or recipient address issues.
- What DNS records should I verify?
- Verify SPF, DKIM, and DMARC records to ensure they include the current sending infrastructure. These records can be provided by Tivian support for new domains.
- What if the error persists after updating DNS records?
- Ensure recipient addresses are correct and use a verified sender address if DNS updates are not possible. Contact support if issues continue.
Priyanka Bhotika
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