We have received multiple reports that users registering on the system are not receiving email verification emails as expected. This issue only impacts customers who enable users to self register on the LMS.
The reports suggest this is a very sporadic problem for which we have not yet been able to identify the root cause. Due the to sporadic nature of this issue (which is impeding our ability to definitively identify the cause) the timeframe for resolution is not yet known.
Symptoms of this issue include:
- User's not receiving the verification email when expected
- The verification email not appearing in the email log
- The user account appearing as expected in the users list
As a workaround, if a user reports that they do not receive a verification email, a global administrator can re-send the verification email by using the administration portal. We have had no reports of the re-send failing.
If you experience this issue please contact the support desk and inform us when the issue occurred. We have added additional diagnostic code to help us identify the cause of this issue. Any information which helps us identify these anomalies in our logs may help towards a resolution.
We apologies for any inconvenience caused while we investigate this issue.