Error: CloudHealth Scheduled Reports Not Delivering to Specific Email Recipients

Products

• CloudHealth

Issue/Introduction

Subscribed reports in CloudHealth may show inconsistent delivery behavior. While several recipients on a distribution list receive reports as scheduled, specific individual recipients may not receive the emails

Environment

• CloudHealth
• External Mail Gateways (Microsoft 365, Proofpoint, etc.)

Symptom:

• Subscribed reports are configured correctly.
• Recreating subscriptions or altering schedule times does not resolve the issue.
• Affected users confirm emails are not in Junk or Spam folders.
• Other CloudHealth system emails are received by the same users.

Cause

CloudHealth mail delivery logs (SendGrid) confirm successful handoff to the recipient's mail server. The issue is typically caused by internal security filters or mail gateways (e.g., Microsoft Defender) dropping or quarantining specific messages after they have left the Broadcom/CloudHealth network.

Resolution

1. Verify CloudHealth Handoff: Contact Broadcom Support to obtain SendGrid delivery logs and specific Message IDs.
2. Inspect Internal Mail Logs: Provide the Message IDs to the internal IT or Email Administration team to trace the emails in the corporate mail server.
3. Whitelist SMTP Relay Nodes: Ensure all CloudHealth IP addresses are permitted.
   • Whitelist the domain: cloudhealthtech.com
   • Whitelist the sending IP: 167.89.104.57
4. Create Mail Flow Rules: Set up a rule to bypass spam filtering for the cloudhealthtech.com domain to prevent data-heavy reports from being flagged.

Additional Information

• For further assistance, see Contact Broadcom support.
• Review Best Practices: Ensuring Successful Email Delivery from CloudHealth for full configuration details.