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Email filter configuration

Peter Mason
Updated

In this article, we’ll guide you through the steps you should take if a learner or account user is experiencing difficulties receiving automated emails from your Nimble LMS. As standard, Nimble LMS sends automated emails when:

  • A password reset has been requested
  • A course enrolment is made (if you ask for emails to be sent during the enrolment process)
  • A reminder is due or a course is completed (if this has been configured – please speak to your Customer Success Manager for more details)

Step 1 - check that the user has the correct email address associated with them

If somebody is experiencing difficulties receiving emails from Nimble LMS, the first thing you should do is check that they have the correct email address associated with them:

  • If the person experiencing difficulties receiving emails from Nimble LMS is a learner, follow the steps in the article on How to edit a learner.
  • If the person experiencing difficulties receiving emails from Nimble LMS is an account user (e.g. an administrator, author, client administrator or reviewer) follow the steps in the article on How to edit account users.

If you’ve checked and confirmed that the user has the correct email address associated with them, you should move onto the next step.

Step 2 - Ask the user to check their spam or junk folder

If you’ve checked that the user has the correct email address associated with them, you should have the user check in their spam or junk folder.

  • If the user finds the email in their spam or junk folder they should be good to go – but to prevent the issue from happening in future, they should flag the email as not being spam or junk to prevent it from happening in the future.
  • If the user doesn’t find the email in their spam or junk folder, you should move onto the next step.

Optional: Step 3 – Perform a password reset for the user

If the user experiencing difficulties with receiving emails from Nimble LMS is trying to reset their password, it’s quick and easy for an administrator to reset the password for them.

  • If the person trying to reset their password is a learner, follow the steps in the article on How to edit a learner. Set a new password and then email the password to the learner.
  • If the person trying to reset their password is an account user, follow the steps in the article on How to edit account users. Set a new password and then email the password to the account user.

Step 4 – Check the email address your Nimble LMS sends emails from

Most Nimble customers can use Nimble straight out-of-the-box without any configuration required to their network. On a small number of setups, if people report difficulties receiving emails from your LMS, you may need to add some additional configuration to your email filter. The first thing you should do is check the email address that your LMS sends emails from.

  1. Log into your Nimble LMS.
  2. From the left-hand menu, click the Settings button.

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  1. From the menu across the top of the page, click the Site option.

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  1. Click the Notifications button.
  •  
  1. Note the email address in the ‘Support’ email address field. This is the email address that your LMS has been configured to use.
    • If the 'Support' email address field is not present, your LMS has not been configured to use a custom email address.

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Step 5 – Ask your IT department to whitelist the email address your Nimble LMS sends emails from

Now that you've checked the address your Nimble LMS sends emails from, you should contact your IT team and ask them to ensure that the mails are whitelisted at your filter. You might send something like the example below.

Hi,

We use Nimble LMS to deliver online training. Our LMS sends emails to notify people when they have been enrolled onto a course, or when they request a password reset. We seem to be having some problems with these emails arriving with people.

Please could I ask you to ensure that emails from the following addresses are whitelisted at our email filter and that emails can pass through to the recipients without issue?

Additional information

If Nimble has been configured to send emails from a custom address, such as your own domain, you may need to implement Sender Policy Framework (SPF) configuration in the DNS of the domain that the emails originate from.

 

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