Kavi Help CenterKavi Mailing List Manager Help
| Chapter 40. Why Did I Get this Email from your Organization? | ||
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Part II. Troubleshooting Guide | 
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Table of Contents
The first step in problem solving is to be sure you have correctly identified the problem. Review the problem statements listed below to see if one of them fits your situation before proceeding. If you aren't sure any of the statements fit, see How to Use the Email Troubleshooting Flowcharts for a list of other problem statements and flowcharts.
Problem statements that fit this flowchart:
Why did I get this email from your organization?
I never even heard of your organization, but I just got an email from you.
I'm involved in the organization, but I don't believe I signed up to receive this email.
Related problem statements that do NOT fit this flowchart:
I expect to get email from this organization...I just don't understand this automated message. What does this message mean?
I canceled my subscription and shouldn't be receiving any more email. Why can't I unsubscribe?
I expect to get email from your organization, but this email contains unacceptable content. How did this email get through?
This organization email was sent to the recipient by someone who is associated with the organization. The message may have been forwarded, or the recipient could have been added to the To:, CC: or BCC: field on a message sent to the organization.
The recipient exists in the system as a relic of a past association (e.g., they were a member).
The recipient or their company are new to the organization and the recipient doesn't realize it. This can happen when a recipient is added by the company's primary contact.
This individual was registered for an organization-sponsored event by someone else at their company.
Kavi is in the business of creating and supporting online collaboration systems for technical standards organizations and the distribution of spam or anything resembling spam is antithetical to Kavi's mission. However, it sometimes happens that an individual unexpectedly receives email from a website managed by Kavi, and in the strictest definition of spam, any unsolicted message can be classified as spam. The recipient needs to know that this message wasn't generated as a untargeted, bulk mailing and there is a reason why they were sent this message. They also need information about what to do if they want to opt out of future messages.
Collect the following information (or as much of it as possible):
A copy of the message, including the full header. For instructions see Accessing the Full Header for Email Troubleshooting
Any other potentially pertinent information provided by the reporter
- Yes
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Resolution: This message was generated by an application or someone using Kavi tools who manually added the recipient's address. Check the product logs to learn the sender's identity.
The usual suspects:
If this is a Kavi Showcase message, the individual may have been added as a technical contact.
If this is a Kavi Registration message, the individual may have been registered for an event.
If this is a Kavi Groups message, this may be a shared document notice.
- No
Resolution: This message was generated by a Kavi application, then forwarded to this recipient by the original recipient. The recipient should contact the person whose address is in the 'From:' field for more information.
Check whether this email address is in the Members database.
- Yes
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Stop: This chart presumes the recipient has no formal connection with the organization.
You need to use a different troubleshooting flowchart. See the list of Email problem statements in How to Use the Email Troubleshooting Flowcharts.
- No
Resolution: The recipient was manually copied on this notice and should contact the person in the 'From:' address for more information.
Use the Manage a Subscriber's Lists tool and search for the recipient's address.
- Yes
Resolution: There are several scenarios under which someone can be subscribed to a list without realizing it. This often happens when a subscriber attempts to unsubscribe but doesn't entirely understand the process. Use the Manage a Subscriber's Lists tool to unsubscribe the recipient's address.
- No
Go to Step 6.
Use the Edit an Alias tool and search for the recipient's address.
- Yes
Resolution: Remove the recipient's address using the Edit an Alias tool.
- No
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Stop: Contact support.
Please provide support with the following information:
A copy of the email, including the full header. For instructions, see Accessing the Full Header for Email Troubleshooting.
Your location on this chart (Step 6 - Stop).
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| Chapter 39. Who Received this Message? |  |
Part III. Kavi Mailing List Manager FAQ |