Activation and reset password emails not being sent

Products

• CA App Synthetic Monitor
• DX Application Performance Management

Issue/Introduction

I have created 3 new accounts in ASM. Users are not receiving the activation or reset password emails. I can impersonate the users, but I am unable to change the password as I do not know what the current password is. We have checked the junk mail folders and no rules have been set up in the email client to delete the incoming mails.

Environment

Release : ASM SAAS

Component : Application Synthetic Monitor.

Resolution

Looks like the users had rules set up to move the emails to different folders upon receipt. So user never saw that the email was received.

Additional Information

Troubleshooting steps. 

1. Set up your own user and see if you can mail to them. In this case we could, so knew that outgoing mail relay was working

2. Tried reactivating accounts or changing passwords with Support account

3. Make sure that the customer is not blocking this email address,

CA App Synthetic Monitor - No Reply <[email protected]>--

Subject: Password change request for CA App Synthetic Monitor