I’ve had two clients recently tell me the emails Basecamp are sending out aren’t appearing in their inbox whereas before they were.

Anyone else have this prob?

Yes! Yesterday two individuals at one of our client orgs told me the very same thing. I told them to check with their IT
staff to see if their spam blocker is picking them up. We support more than 500 users and these are the only complaints I’ve received, BUT it’s interesting to me that you are having this same problem, same time. It’s exactly why I checked into this forum today. Let me know if you make any other discoveries around this.

Hello, again. I’ve just gotten resolution from my client org who was having this problem. She said: “Yes, our IT was able to resolve the issue. He said the originating address switched to 37 Signals. Thanks!” Hope that helps.

Someone once told me they didn’t receive a notification from BC, but since the message he missed was asking him to do something, and he received all the notifications not asking him to do something, I think he was lying. People lie. Quite a lot.

This is a ‘real’ problem for me. I have tested it with clients and 2 out of 7 on my active project are not receiving them.

I have noticed the stats for those not getting through are significantly higher with updatelog than with my listserv/eblasts I manage separate than this. I know eblast messages often do not get through, but for updatelog the numbers are significantly higher. One client this week gave up and is sending out from her personal email box to the group and now I have to record them so I do not miss them.

Any help is appreciated. Also, if you are experiencing this too, please post. I am not imaging it.

Maryh mentioned originating address. Not following. Is this somethign that changed on the outgoing emails recently?

Thanks for any help.

I have the same problem …

Thanks for help.

I, too, am having this problem with two new people I’ve brought onto a new project. [name].updatelog.com is sender. They haven’t even gotten their initial invites to the project, to say nothing of the messages here and there. Project/originated from a week ago Monday. I’ll go to the person who manages their email server and see if I can get some relief there. This thread has been helpful.

Good news on the email front. I got emails from that domain whitelisted on particular company’s email server. So my problem is fixed. Yay.

But, here’s a warning as to why emails aren’t getting through. Note 2nd part of this statement from the IT person who manages the company’s email server [emphasis mine]:

“there were several recent emails which were blocked due to a high spam score coming from that domain.“

i’m having the same problem, and the only solution we’ve come up with is to have the domain whitelisted.

here’s what my email provider had to say about it…

Hello Brad.

The message you forwarded me failed 3 anti-spam tests:

• 2.2 FROM_ENDS_IN_NUMS From: ends in many numbers
• 1.5 SORTED_RECIPS Recipient list is sorted by address
• 1.4 DNS_FROM_RFC_POST RBL: Envelope sender in postmaster.rfc-ignorant.org

The first test failed because the from address was “do-not-reply-C15058071@[mycompany].grouphub.com”. I don’t know if you can adjust this setting at basecamp or not—but it is widely considered bad form to create email addresses with a bunch of numbers at the end of the address. It’s a tactic that spammers often use and should be avoided.

The second test failed because the list of addresses being sent to was sorted… again that’s a potential finger-print for spam. I doubt that you can influence this at Basecamp and if the other tests weren’t failing this wouldn’t pose a problem.

The third test failed because there’s not a postmaster@[mycompany].grouphub.com email address. Net standards require that every domain servicing email should have a postmaster@ address active and forwarding to a live person. See http://www.rfc-ignorant.org/policy-postmaster.php. This is something that I would complain to Basecamp about. They should be able to fix this and they should fix it to prevent interference of email delivery.

hopefully that helps someone! like i said before, we just whitelisted the domain and it’s fixed the problem, but it seems to me that there should be a ‘better’ way to go about it.

cheers!

Yes, here is the report from the RBL:

http://www.rfc-ignorant.org/tools/detail.php?domain=37signals.com&submitted=1123620205&table=postmaster

Someone from 37signals needs to contact them to have it removed from the black list, otherwise this will continue to happen.

37signals.com (Listed) [hildeb]

If you are the site administrator for the listed domain or netblock, and this has been corrected, please contact admin@rfc-ignorant.org to have this listing removed.

Submitted by: mose@ns.cune.edu (ns.cune.edu [192.160.64.1])

Evidence:

mose@ns.cune.edu (ns.cune.edu [192.160.64.1])

Evidence:

Host/Domain: 37signals.com
MX: mx.37signals.com(5)
Checking IP: 69.36.39.150 [MX:5(mx.37signals.com)]
Server’s answer to RCPT TO:<postmaster@37signals.com>:
550 <postmaster@37signals.com>: Recipient address rejected: User unknown
in virtual alias table
WARNING: Unknown response from IP: 69.36.39.150

So ironic.

We noticed this week that clients were complaining about basecamp email notifications not getting to them, so we had them check and sure enough they are in their spam boxes, so we go to sign up for this forum to discuss it.

And where does the notification email for the forum signup confirmation land? That’s right….our spam box.

Hey 37signals….we love this system, but if our projects with 50+ clients get derailed this week because no one can get notifications we are going to be much less pleased.

For $100/mth we expect you to resolve this with great speed and expertise…get on it please!

where does the notification email for the forum signup confirmation land? That’s right….our spam box.

Pure poetry, thanks for sharing that.

;)

Faust X,

We’re happy to help you troubleshoot this, but we can’t do it in the forum. If you could tell us precisely why the messages are ending up in your spam folder, we might be able to help avoid it. Typically the best solution is to simply whitelist the domain that your account is configured to use (ie: grouphub.com, clientsection.com, etc), but it varies on a case by case basis.

If you’d like to get in touch with support@basecamphq.com we’ll do whatever we can to assist.

-Mark

We’ve been having a lot of complaints with our clients too of not getting their emails from Basecamp. One example last week with a VIP client we sent msgs two separate executives and both of them claimed that they didn’t get either message. An number of our team and developers have complained about the same issues. Another client contacted us today to say:

“As an aside, I did not receive this message in my email yesterday, and that has happened up to 3 times I can think of off the top of my head during this project. Is that a bug you’ve run into with BaseCamp with other clients? I’ve found it difficult to monitor BaseCamp itself on a regular basis in light of all of the other projects I have going on and rely on the email notifications, so if you have run into any solutions I’d love to hear about them. And I suppose the moral of the story is if you haven’t heard back from us (in particular me) on an issue you’re waiting on please alert me.”

This is a critical issue for us. I don’t think having us contact all our clients (close to 100) to ask them to white label ‘clientsection.com’ is a good solution. So if you could please make this a priority issue we’d greatly appreciate it.

thanks,

Glenn

The part that bugs people the most is the Welcome message gets pushed to the spam folder of Outlook. It’s hard to ask each new user to whitelist the address before they get their first message.

gbs