I did not receive an email // Unable to locate an email in Sedna

We understand the frustration of missing an important email. This article will help you troubleshoot why you might not be seeing a specific email in Sedna. However, if the email is critical or urgent, please contact the sender immediately to resend the messages. 

Understanding Inbound Email Handling in Sedna

Sedna’s services intentionally do not have access to your existing messaging infrastructure; this gives you complete control over what data is sent to Sedna and provides greater security over your private Company Data.

For Inbound emails, our service Ingests a forwarded copy of each message, which is then surfaced in your Sedna email. This mail-forwarding infrastructure is typically managed by your organization’s IT department. Depending on how the mail forwarding infrastructure is set up, we can be sure if the message has been successfully forwarded within the mail trace logs in your email system.

Put simply, the process of mail receipt and forwarding between your email server and Sedna is as follows:

• Inbound emails are first received by your email server (e.g. Outlook, Gmail).
• Your email server then forwards the email to your Sedna forwarding address (Only your IT support users can locate Sedna forwarding address). Your Organization manages this forwarding process depending on how the mail infrastructure is set up.
• Once the message is forwarded, there will be mail trace logs indicating the successful delivery of the message. Your IT team will be able to retrieve the mail trace logs. (For more information on how to locate the mail trace logs for Outlook here.)

Troubleshooting Tips

Here are some steps you can take to locate your missing email:

• Contact your Organization's IT, to check on the following details that may cause a message to be missing:
  • The message could be on hold due to spam policies.
  • The message is being held by a security tool (e.g. Mimecast) for further review
  • There is an issue with the forwarding rule or configuration in the email system
  • There is an issue with the distribution list applicable to the recipient of the message within existing configurations. 
  • There is a delay or outage with the email system or network
• Contact the sender: If the email is critical, reach out to the sender and ask them to resend it.

If the email is still missing:

• Contact your organization’s IT team:
  • Request for them to check if the mail forwarding rules has been managed in Outlook.
    • Here's the link on how forwarding rules are set up
  • If forwarding rules have already been set up, get them to check your email server logs to see if the email was delivered to the forwarding address successfully.
  • If it is not delivered successfully, your IT team should better understand what may have caused an issue with the forwarding process. 
• Successful delivery of messages that are not found in Sedna should be investigated by Sedna support. Please contact Sedna support along with the mail trace logs report, and one of our Support agents will be able to assist further.