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.
• Amazon Simple Email Service (SES) has added email address to a suppression list due to bounced email attempts.

Resolution

Troubleshooting steps:

1. Check https://status.broadcom.com/services/carbon-black for any possible service outages impacting email capabilities.
2. Check Junk/Spam folder of recipient.
3. For password reset/new user email issues, test the Send Installation Request (Inventory > Endpoint > Sensor Options) function to the same address. 
4. Verify whether issue persists using a different email address and, preferably, different domain.
5. Review settings of the receiving email server for any blocking or filtering rules that may apply to [email protected].

If all of the above fail, contact VMware Carbon Black support and provide the email address failing to receive messages and the result of the steps above.

Additional Information

• Engineering is working to add checks for emails being added to the Amazon SES suppression lists.
• All Carbon Black Cloud emails, including Notifications, user invites, and install requests will come from [email protected].