Emails are not received into AP Essentials (formerly ReadSoft Online)

Issue

Emails sent into AP Essentials (formerly ReadSoft Online) are delayed or presumed missing.

Cause

The most common causes are:

1. Temporary server outage or high server load on the server causing emails to be delayed.

2. Temporary server outage or high server load at the customer's email provider.

3. Email was sent to an incorrect email address.

4. Email was rejected or resulted in Input Failed, due to a malformed email or no valid attachments found.

Solution

Recommended troubleshooting steps:

1. Confirm the email address is valid (Services > Email Input) and/or make any necessary corrections to the appropriate email address.

2. Check the AP Essentials (formerly ReadSoft Online) status page https://status.kofaxcloud.com for any known outages.  

3. Check for Input Failed batches under Explore > Documents > Batches (see reference below).

4. Confirm that notifications have been properly configured for Discarded and/or Input Failed emails (see reference below).

5. After confirming there are no issues with 1, 2, 3 and 4, and the documents still haven't appeared after a few hours, contact AP Essentials (formerly ReadSoft Online) support.

Level of Complexity 

Easy

Applies to  

References

AP Essentials (formerly ReadSoft Online) system status page
https://knowledge.kofax.com/ReadSoft...em_status_page

Email notifications for documents failed to import
https://knowledge.kofax.com/ReadSoft...iled_to_import

How to find information for a document with input failed
https://knowledge.kofax.com/ReadSoft...h_input_failed

Emailed documents are not available for verification
https://knowledge.kofax.com/ReadSoft...r_verification

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