How to troubleshoot the Email Delivery Issues of Dashboard Schedule in Bold BI

When you encounter issues with dashboard schedule email delivery in Bold BI, it’s important to perform a series of checks to identify and resolve the problem.

Here are the troubleshooting steps:

1. Other Destinations Location Export: Confirm if the “Other Destinations” checkbox is selected in the dashboard schedule dialog. If so, the export function is prioritized, and the dashboard file is exported to an FTP location or triggers a Webhook notification. Therefore, the mail won’t be sent even if users, groups, or external recipients are configured.
   
   
2. Data Alert: Check and confirm if the data alert condition is enabled in the schedule. If the data alert is enabled, then the email will only be sent when the provided threshold value is met when the dashboard scheduled time arrives.
   
   
3. Email Settings: Confirm if you have configured the Email Settings and received the email when clicking “Test Connection” on the Email Settings page. If there’s an error, its details will be shown in the dialog and share that screenshot in the support ticket. To configure the email settings, please refer the link.

4. System Notification Settings: Confirm whether the below data alert and schedule export email notification check boxes are checked in the System Notification Settings page,
   For Embedded Server: {your_domain}/bi/site/{site_identifier}/administration/notification-settings
   For Cloud Server: {your_domain}/bi/administration/notification-settings
   
   
5. User Notification Settings: If “Disable User Preference” check box is not checked under System Notification Settings which is available in bottom of above point screenshot, confirm whether the user who is not receiving email has disabled the below data alert and schedule export email notification check box under User Notification Settings page,
   For Embedded Server: {your_domain}/bi/site/{site_identifier}/user/profile?tab=profile-notifications
   For Cloud Server: {your_domain}/bi/user/profile?tab=profile-notifications
   
   
6. Run Schedule OnDemand: Once confirmed all the above steps and if “Other Destinations” is not chosen which is mentioned in step 1, then run the schedule on-demand by clicking the “Run Now” under the context menu of dashboard schedule and confirm whether the On-Demand schedule is successful. In case of schedule failure, please contact us and submit a support ticket along with the application log files and screenshot of the Failed reason by clicking on it in the Run History dialog.
   
   
7. Email Activity Logs: If the status of Run History is success, go to Email Settings logs page ({your_domain}/bi/site/{site_identifier}/administration/e-mail-settings?tab=logs). Then select Today in the Date picker and click Apply. If the schedule is created with Data Alert, select Data Alert filter if not Dashboard Export filter in Event Type and check whether any of the log has failed status.
   
   
8. If any of the email logs have Failed status, then please share the screenshot of the failure reason by clicking the View option under ‘Actions’ in the support ticket.
   
   

By following these steps, you can identify and resolve most of the email delivery issues in Bold BI.

References

• Dashboard Schedules
• Data Alerts
• Email Settings Configuration
• Email Activity Logs
• Get Application logs manually