Troubleshooting Notices in LX Starter

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Trouble Shooting Notices. 

Most commonly staff will need to investigate email bounces, and emails marked as spam. There are two types of bounces: soft bounces and hard bounces.

Soft bounces are when a notice cannot be sent at that time, but the system can still try to send it out at a later date. One example of this is an 'out of office' reply for an email. LX Starter will try again the next day to deliver that notice until it has been delivered. 

Hard bounces are when a notice cannot be sent at that time, and the system cannot try to send it again. This most commonly happens when an email does not exist (for example the email is typed bsmit@pinnaclelibraries.org instead of bsmith@pinnaclelibraries.org). Editing the email address with the correct email address will fix the problem.  

Marked as spam is when a patron marks an email as spam. When this happens we cannot simply re-add the patron. 

Some bounces/marked as spam will be obvious when looking at activity on a patron account. But, as previously noted, notice information in patron activity is purged on a regular basis. You will only see the most recent notice activity- similar to Polaris. All bounces/marked as spam can be found under each notice. Use the following steps to investigate a bounce/marked as spam in a particular notice.

Bounces

1. Once on a library branch, click 'sequences'. That will open a page that lists each notice. On the right hand side of each notice is a dashboard of statistics, which includes bounces. A number will appear under 'bounces' if any soft or hard bounces have occurred.

2. Click on the notice you want to look at. A new page opens that gives the bounce rate in a percentage. Below that percentage is the number of bounces in blue and you can click on that for more details.

3. A notice activity log page will open. Below are two examples: one with a soft bounce and one with a hard bounce. You can click on the individual line to get more information about that particular notice and bounce. Please note this takes you to the patron activity. There is a chance the information has been purged from the patron activity due to the age of the notice. The screen below will still give you enough information to know what to do to fix the issue. 

4. If it is labeled as a 'hard bounce', the notice was undeliverable. Most of the time this is due to an error in the email address. Check the email address for the patron and edit to the appropriate email address. 

Marked as Spam

1. Once on a library branch, click 'sequences'. That will open a page that lists each notice. On the right hand side of each notice is a dashboard of statistics, which includes bounces. A number will appear under 'bounces' if any soft or hard bounces have occurred.

2. Click on the notice you want to look at. A new page opens that gives the spam rate in a percentage. Below that percentage is the number of marked as spam in blue and you can click on that for more details. 

3. A notice activity log page will open. You will see each notice that was marked as spam. You can click on the individual line to get more information about that particular notice. Please note this takes you to the patron activity. There is a chance the information has been purged from the patron activity due to the age of the notice. The screen below will still give you enough information to know what to do to fix the issue. 

4. If a patron has marked a notice as spam, we cannot simply re-add the email. The patron can decide to use another email or you can use a +1 to the email address. This will act like 'a different email' but still send to the same mailbox. For example: if bsmith@pinnaclelibraries.org, you can use bsmith+1@pinnaclelibraries.org.

If you want to be able to see all issues with all notices at one time- check out the knowledge base article about running that report. If you have any further issues with notices, please put in a ticket to Pinnacle staff to investigate.