Email Troubleshooting

Overview

This page provides common issue solutions and troubleshooting guides for HelloClinic Email functionality.

Common Issues

Email Sending Problems

Unable to Send Emails

Problem Description: System cannot send emails to patients or staff

Possible Causes:

• Incorrect SMTP server configuration
• Email server authentication failure
• Network connectivity issues
• Email content flagged as spam
• Recipient mailbox full or invalid

Solutions:

1. Check SMTP server settings (host, port, encryption method)
2. Verify email account authentication credentials
3. Test network connectivity to email server
4. Check if email content complies with anti-spam policies
5. Validate recipient email address validity
6. Check email server logs

Slow Email Sending

Problem Description: Email sending speed is abnormally slow

Possible Causes:

• Email server overloaded
• Insufficient network bandwidth
• Large volume of simultaneous email sending
• Email content too large

Solutions:

1. Check email server load status
2. Ensure sufficient network bandwidth
3. Use email queue for batch sending
4. Optimize email content size
5. Set appropriate sending intervals

Email Receiving Problems

Patients Not Receiving Emails

Problem Description: Patients report not receiving system-sent emails

Possible Causes:

• Emails classified as spam
• Recipient mailbox configuration issues
• Incorrect email address
• Email server blacklisted

Solutions:

1. Ask patients to check spam folder
2. Confirm patient email address is correct
3. Check if sender domain is blacklisted
4. Configure SPF, DKIM, DMARC records
5. Use reputable email service provider

Email Format Display Issues

Problem Description: Received emails display incorrectly or with formatting problems

Possible Causes:

• HTML format issues
• Email client compatibility problems
• Character encoding issues
• Image or attachment loading failures

Solutions:

1. Check HTML email template syntax
2. Test display across different email clients
3. Ensure character encoding is set to UTF-8
4. Optimize image size and format
5. Provide plain text version as fallback

Template Issues

Email Templates Cannot Load

Problem Description: System cannot load default email templates

Possible Causes:

• Template files corrupted or missing
• File permission issues
• Template syntax errors
• Cache issues

Solutions:

1. Check if template files exist
2. Verify file read permissions
3. Validate template syntax correctness
4. Clear system cache
5. Re-upload template files

Personalized Content Not Displaying

Problem Description: Personalized content (like names, appointment times) not displaying correctly in emails

Possible Causes:

• Incorrect variable names
• Database connection issues
• Empty data fields
• Template syntax errors

Solutions:

1. Check variable names are correct
2. Confirm database connection is normal
3. Verify data fields have values
4. Check template syntax
5. Test template preview functionality

Security Issues

Emails Marked as Spam

Problem Description: Sent emails frequently marked as spam by recipient email systems

Possible Causes:

• Missing SPF, DKIM, DMARC configuration
• Poor sender reputation
• Email content triggers spam filters
• Sending frequency too high

Solutions:

1. Configure SPF records to verify sender
2. Set up DKIM signing
3. Establish DMARC policy
4. Optimize email content, avoid spam keywords
5. Control sending frequency and volume
6. Build good sender reputation

Email Security Concerns

Problem Description: Concerns about email transmission security

Possible Causes:

• Not using encrypted transmission
• Sensitive information sent in plain text
• Lack of access controls

Solutions:

1. Enable TLS/SSL encrypted transmission
2. Avoid including sensitive information in emails
3. Use secure email service providers
4. Implement appropriate access controls
5. Regularly update security settings

Performance Optimization

Improve Email Sending Efficiency

1. Queue Management: Use email queue system to manage large volumes
2. Batch Processing: Send large volumes in batches
3. Template Caching: Cache frequently used email templates
4. Connection Pooling: Use connection pools to manage SMTP connections

Reduce Email Bounce Rate

1. Address Validation: Validate email address format before sending
2. List Cleaning: Regularly clean invalid email addresses
3. Soft Bounce Handling: Properly handle temporary sending failures
4. Hard Bounce Handling: Remove permanently invalid email addresses

Monitoring and Analytics

Email Sending Statistics

• Delivery success rate
• Open rate
• Click-through rate
• Bounce rate
• Unsubscribe rate

Error Monitoring

• SMTP error logs
• Sending failure cause analysis
• System performance monitoring
• Exception alert configuration

Best Practices

Email Content Design

• Use responsive design for device compatibility
• Keep email content concise and clear
• Include clear call-to-action
• Provide unsubscribe option

Sending Strategy

• Set sending times based on patient preferences
• Avoid sending non-urgent emails during off-hours
• Use A/B testing to optimize email effectiveness
• Establish email sending schedules

Compliance Requirements

• Comply with personal data protection regulations
• Obtain explicit consent for email sending
• Provide easy unsubscribe methods
• Protect patient privacy information

Error Code Reference

Error Code	Description	Solution
2001	SMTP authentication failed	Check account credentials
2002	Invalid recipient address	Validate email address format
2003	Email content too large	Reduce email content size
2004	Sending rate limit	Reduce sending frequency
2005	Server connection timeout	Check network connection

Contact Support

If the above solutions cannot resolve your issue, please contact our technical support team:

• Email: support@helloclinic.io
• Phone: +886-2-XXXX-XXXX
• Online Support: Monday to Friday 9:00-18:00
• Emergency Support: 24/7 technical hotline

Related Resources

• HelloClinic Email Setup Guide
• Privacy Policy