Troubleshooting Missing Laserfiche Email from donotreply@laserfiche.com for a Single User

asked on February 6

I have one user who is not receiving emails from donotreply@laserfiche.com.

Their email address is entered correctly. The user was previously verified, and the last email received from donotreply@laserfiche.com was on January 8, 2026. As part of troubleshooting, I deleted and recreated the user account, but they are now unable to verify their email because they are not receiving the verification message.

Our IT team confirmed that the verification email never appears in our incoming mail logs. They said it is not in quarantine, not being blocked, and all other users are receiving emails from donotreply@laserfiche.com without issues.

Aside from the “Successfully sent email address verification emails” message in Laserfiche Cloud, is there anywhere else to confirm whether the verification email is actually being sent or if a bounce‑back occurred?

Any guidance on next steps or additional troubleshooting is appreciated!

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SELECTED ANSWER

replied on February 6 • Show version history

Laserfiche Cloud has an internal block list in order to protect the reputation of the sending mail server. If the email bounces (because, for ex, the user was created before the mailbox was functional and the receiving mail server rejected it) or if the user complains, the email address is added to the blocked list.

If your IT team has confirmed that your mail server has not gotten the message (including the various layers of spam filtering modern mail server employ these days), then it's likely it was caught in the block list.

Your solution provider can contact Tech Support to have them check that list and remove it if it's in it.

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replied on February 10

Thank you for pointing me in the right direction - this fixed the problem.

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Troubleshooting Missing Laserfiche Email from donotreply@laserfiche.com for a Single User

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