Check List of Notification Errors

We will guide you through the types of notification errors in emails and LINE WORKS and how to address them.

How to View the Notification Error List

In the Notification Error List, you can check email or LINE WORKS notifications that have encountered sending errors.

Click "Notification Error List" on the "Admin" screen, and select the appropriate tab.

For email notification errors, select "Email"; for LINE WORKS notification errors, select "LINE WORKS" to check the details.

• You can export a CSV file of the "Notification Error List" by clicking "Download".
• If an email hasn't arrived and the address is not listed in the error emails below, please check if the email is in your spam folder or trash.
• If an error occurs when sending an email, the error message will be displayed in the "Notification Error List" at the time the email is sent.
• Emails will not be sent to users registered as "No Address" in "User Settings".

Causes and Solutions (for Emails)

Error Types and Causes

■ bounce

A bounce error occurs when the receiving email server rejects the email. There are two types: soft bounce and hard bounce.

1. Soft Bounce

A soft bounce occurs when the registered email address is correct and the email reaches the recipient's server, but is returned for reasons such as:

• The mailbox is full
• The server was down
• The message size was too large

2. Hard Bounce

When a hard bounce occurs, the address is registered on the bounce list. This happens when the receiving server permanently rejects the email for reasons such as:

• The email address is invalid/incorrect
• The email address does not exist
• Once added to the bounce list, any attempt to resend emails to that address will be dropped and the email will not be processed by the recipient's server.

■ deferred

A deferred error occurs when the receiving email server requests to temporarily stop sending. Common reasons include:

• The recipient's mailbox is full
• The connection timed out
• MX records could not be resolved

Caution:

If the issue was a temporary one, such as bad timing, the email will be accepted when resent, provided the system has returned to normal.

■ dropped

If you attempt to send an email to addresses listed below, the request will be dropped by SendGrid's system:

• Bounce list (Bounces)
• Spam Reports list
• Unsubscribe list (Global Unsubscribes/Group Unsubscribes)
• Invalid list

Caution:

Even if the recipient's environment is back to normal, previously bounced email addresses will still be dropped when resent.

How to Respond to Email Errors

■ For bounce/dropped errors

We can remove the relevant email address from the bounce list. Please check the following items and contact Motivation Cloud Engagement Customer Support ([e-mail]) or your representative:

• The spam folder of the relevant user
• The available capacity of the user's inbox
• Issues with the registered email address
  Email addresses can be changed from "User Settings". For details, please check "(During Engagement Survey) How to Add, Edit, or Delete Respondents".
• Adding the sender's IP address to the whitelist
  For more details, please refer to "Regarding Your IT Environment" in section 2. "Email Sending/Receiving Errors".

Caution:

If the recipient's issue is not resolved, the email may be bounced again even after removal from the list.

■ For deferred errors

While the deferred error is displayed in the Notification Error List, the system continues to attempt resending the email. Please wait until the status changes or the error disappears from the list.

Causes and Solutions (for LINE WORKS)

Error Types and Causes

When messages are being sent frequently
This error occurs when the message sending limit, as set by the LINE WORKS plan, is exceeded. Motivation Cloud Engagement sends messages in a way that adjusts the speed to avoid exceeding the limit.
However, this limit applies to the entire LINE WORKS account. If multiple services, including Motivation Cloud Engagement, send messages simultaneously, the limit may be exceeded, resulting in this error.

 

When the daily message limit is exceeded
This error occurs when the daily limit for the LINE WORKS account is exceeded.

Please refer to LINE WORKS documentation for details.

 

If the user's LINE WORKS ID does not exist
The LINE WORKS ID registered in "User Notification Settings" may be incorrect.

 

If a LINE WORKS ID outside of the organization domain exists
This error occurs when the information registered in "External Service Notification Settings" and "User Notification Settings" does not match.

 

If the organization domain information is incorrect
This error occurs when the organization domain information is not set correctly.

Incorrect OAuth Scopes
This error occurs when the bot lacks the necessary permissions. Log in to LINE WORKS and register the bot under OAuth Scopes.