Troubleshoot a recipient is unable to get the email form link from SIRAS
Problems sending email links:
If you see an 'undeliverable' or 'error sending email' message, it could imply that the email was not valid OR SIRAS was not able to send an email.
SIRAS does not keep trying to send messages, we suggest for the time being, checking in with recipient to see if they get the email within 10-15 minutes.
One should not have to wait longer than that.
1. Is the intended recipient receiving the SIRAS email with the form link?
If not:
- Confirm the recipients email address is correct.
- Confirm the recipients email mailbox is not full.
- Confirm with district tech. department that the email domain 'notify.sirassystems.com' is not being blocked by district email filter/firewall.
- Have recipient check the email spam/junk mail folder.
Workaround: Use the 'copy to clipboard' button and send the link with your work email.
This is the most frequent issue.
2. Is the recipient able to open the form, access the eSignature line but when double clicking the eSignature pallet does not appear?
If so, the sender may have sent it to the wrong role of recipients such as the:
3. What form is it?
If the specific form is named, we can verify that the form is configured properly and working for this function.
4. When sending link to the parent or adult student
Are we selecting the 'Parent/Guardian/Adult Student' role option before sending the email?
5. What device is the recipient (Parent) using?
Even though it often works on a phone we technically do not support that. If the user is on an old computer; and using Internet Explorer which is no longer supported by MS they will have problems.
6. Sometimes the recipient (Parent) does not scroll down the form where the eSignature line is.
This also happens often.
7. If the recipient is still unable to receive the form link or eSign the form
Then download the form and send using your email as an attachment. The parent will have to print the form and then sign using a regular pen and mail back the form. If this is not possible, then the sender would need to print the form and send the form to the parent to sign, include a self addressed envelope.
