Skip to main content

Reprocess Emails

Alex Panagides
Updated

Rules › Reprocess Emails lists emails that mxHERO could not save to cloud storage after all automatic retries, grouped by storage account. After you fix the cause, for example an overloaded or disconnected storage account, you can send them through processing again. This page explains when emails end up here and how to reprocess them.

When emails end up here

mxHERO retries storage uploads automatically when a provider is busy, rate-limits uploads or returns a temporary error. For copy and archiving rules, retries continue for about 3 hours. Emails that still can't be stored are kept so that you can reprocess them later.

The page says: "Reprocessing emails allows you to manually send a batch of emails that couldn't be processed due to load limitation issues with the storage accounts selected to store these emails."

Typical causes:

  • A storage account received more uploads than the provider allows, for example during a large first run or a burst of mail.
  • The storage account lost its authorization and needed to be re-authorized.
  • The provider had an outage.

What happened to the original message depends on the rule:

Rule The original message What reprocessing does
Copy Emails on Email Flow Already delivered to the recipient when the copy failed Saves the missing copy to storage
Copy Emails on a Forwarding Address Not delivered anywhere (Forwarding Address mail is never delivered) Saves the message to storage

Protect Attachments, Secure Emails and Zip Attachments rules don't wait this long: if storage fails, the original is delivered (or bounced, if the rule is set to Bounce email to sender). User Mailboxes rules retry failed emails on their own runs. See How Rules Work.

Before you begin

  • Find and fix the cause first, or the reprocessed emails will fail again:
    • Check Reports › Notifications for storage_error or storage_credential_no_access.
    • Check the storage account in Settings › Integrations › Accounts. Re-authorize it if needed. See Re-authorizing Storage Accounts.
    • If one account is overloaded, consider spreading uploads with Balance uploads using a list of accounts. See Storage Load Balancing.
  • See Storage Upload Failures for provider-specific causes.

Reprocess emails

  1. Open Rules › Reprocess Emails.

    When there is nothing to reprocess, the page says there are no emails to reprocess at this time.

    Reprocess Emails page with its description and the empty state message

  2. Find the storage account in the list. Each entry shows the storage provider, the number of emails waiting, and the account they were meant for.

  3. Click the entry's reprocess button.

  4. In the dialog, keep the original storage account, or choose a different one.

  5. Confirm.

mxHERO sends the emails back for storage in batches of 50, with a pause of about 10 minutes between batches, so a large backlog takes time to clear.

Warning: If you choose a different storage account, the emails are saved with that account's access. It may not have access to the same folders. Paths that start at the account's root are created in the new account's root instead. Check the rule's Storage Filepath before you switch.

Verify

  • The entry's count goes down as batches are processed, and the entry disappears when all emails are stored.
  • The files appear in the expected storage folders.
  • Reports › Email Flow Logs shows new storage events for the reprocessed messages.

Limits

Limit Value
Emails kept for reprocessing per organization 100,000
How long emails are kept Not published

Troubleshooting

Symptom Cause Fix
Emails fail again right after reprocessing The cause wasn't fixed Check Reports › Notifications and the account status in Settings › Integrations › Accounts.
Reprocessing is refused with a limit error Too many emails are waiting for the organization Contact mxHERO support.
Files were saved in an unexpected place A different storage account was chosen, with different folder access Move the files, and reprocess future emails with the original account.
The page is always empty but copies are missing The emails failed for a non-temporary reason, for example a missing folder, so they weren't kept for reprocessing Look for storage_error in Reports › Notifications and the message's events in Email Flow Logs. See Storage Upload Failures.

Comments

0 comments

Please sign in to leave a comment.

Powered by Zendesk