This article describes a common issue where users do not receive IBE (Identity-Based Encryption) emails in FortiMail.
Scope
FortiMail.
Solution
To resolve the issue of users not receiving IBE emails, particularly account activation notifications, follow these steps:
Identify the Problematic Domain: Determine which domain or domains are experiencing the issue of not receiving IBE emails. In this case, it is users from a particular domain.
Check the 'envelope-from' Field: Verify that the 'envelope-from' field is populated in the secure email templates used by FortiMail. The 'envelope-from' field should contain valid sender information.
Populate the 'envelope-from' Field: If the 'envelope-from' field is found to be empty or missing, populate it with valid sender information. Ensure that the sender's information aligns with one's organization's email policies.
Test Email Delivery:
After populating the 'envelope-from' field in the secure email templates, perform tests to verify email delivery to users from the problematic domain.
Retest email delivery by sending IBE emails to users in the affected domain, such as account activation emails.
Verify Issue Resolution:
Confirm with users from the problematic domain that receiving IBE emails is fixed, including account activation notifications.
Monitor email delivery to ensure that the issue has been successfully resolved.
Users who are not receiving IBE emails, especially account activation notifications, can be a result of the 'envelope-from' field not being populated in secure email templates. Some email providers, like Microsoft, may reject emails with empty 'envelope-from' fields. By populating this field with valid sender information, can ensure successful email delivery to users from the affected domain.
