New User Invites, Notifications, or Other Emails Not Received

Products

• Carbon Black Cloud Endpoint Standard (formerly Cb Defense)
• Carbon Black Cloud Enterprise EDR (formerly Cb Threathunter)

Issue/Introduction

Possible symptoms include:

• Email invitation is not received when adding users to Console despite Audit Log showing invite was sent. Example:

  Added user [email protected] to org 12345 (Email Invitation)

• Not receiving any email after requesting a Password Reset.
• Users not receiving Notification emails from Carbon Black Cloud.
• Send Installation Request recipients do not receive an email.

Environment

• Carbon Black Cloud: All Versions

Cause

Possible causes include:

• Carbon Black Cloud is experiencing degraded email service.
• Email is sent to Junk/Spam folder.
• Email server is filtering out messages.
• Email has been added to the Twilio SendGrid suppression list due to bounced email attempts.

Resolution

NOTE: All Carbon Black Cloud emails come from [email protected]

1. Check https://status.broadcom.com/services/carbon-black for any possible service outages.
2. Verify with the email administrator that [email protected] is not being restricted by any inbound filtering rules or security policies.
3. Verify whether issue persists using a different email address and, preferably, different domain.
4. Perform a delivery test by navigating to Inventory > Endpoints > Sensor Options and selecting 'Send Installation Request.'
   • Send this to the affected email address to verify whether all platform-generated mail is being blocked.
5. If the issue continues open a 'Technical' Support Case and ask for confirmation that the recipient's email has not been added to the SendGrid suppression list