Share email not sending to single email on our domain.

[mprodywus]

There is a user on our domain that does not receive drop box share emails (from no-reply@dropbox.com). This works fine for other users, but not for REMOVED

When I checked our mail security platform, there was nothing that was blocked. Further, the user can receive emails from other external emails just fine. If, for example, I send to REMOVED, which does not exist in our system, I see the blocked email in our mail security. It seems like [email removed as per Community Guidelines] is blocked on the dropbox side of things.

[Megan]

Hey @mprodywus, welcome to our Community! 

When you mention "share emails" do you mean emails prompting the user to join a shared folder or something different? 

Are you using a personal email address, or a work/business domain? Have you also checked your spam folder for any Dropbox emails, and added no-reply@dropbox.com to your email contacts?

Let me know!

[mprodywus]

Hello Megan,

I mean the feature to share a document with a person by entering their email address as the target to share with. The user does not receive the email. There is no attempt in our logs. This is a work email system that I control. I am looking at the email logs where every attempted email is seen, including for email addresses that do not exist. There are no emails that are blocked or failed to this user, and if I add a 2 to their email address when sharing, I see the failed email to that nonexistent email address in the logs. There is already a rule to allow no-reply@dropbox.com.

[Megan]

Hey @mprodywus, I see, thanks for letting me know! 

If the person you're sharing your folder with, tries to access it and add it to their account from this page, are they successful in doing so? 

Do they get any notifications online, informing them about the folder?

[mprodywus]

When they open up their account, they do not see the share, and it wants them to verify their email. When they try to do that, the email does not show up. I verified the email never hit our domain at all. When I check our email system, I can see any email that is blocked, marked as spam, or sent to nonexistent users, so any attempt by Dropbox to send this user an email would be seen. A

[Jay]

Hi @mprodywus, could you have the users contact the support team directly by opening an incognito/private browsing window, while not signed into their account, and accessing this link.

Ask them to make sure to enter the same email they use to login to Dropbox.