Collaborative inbox not receiving emails

[Asera0404]

I created a group email last week so that the proposal team can have a central inbox. this would also serve as the mailbox that received updates on proposals. I have

1. set up the inbox to allow external users to post to it
2. moderation is turned off
3. allowed external users can contact authors 

We are still however not able to get emails or invitations from our external clients or any external emails. The only ones we have gotten are test emails from a gmail account. What am I doing wrong?

[Jan-Carlos]

Hello!

I recommend to use the mail log search to check the delivery:

Admin > Reporting > Mail log search

Filter the mail and check if there's a filter or any errors.

Other than that, check this:

Go to participants and check if there's a red alert on the users:

If yes, go to the gear icon above and global settings:

Then check if there the option "click here and submit a request do reset the status" an click it:

Just click in yes on the next box:

Refresh the page an check the status:

Hope it helps!

[Asera0404]

Thanks
I went into the mail log and I am seeing the external emails but they are not showing in the inbox when I go back to the general mailbox. How do I fix this or check for errors?

[Jan-Carlos]

Did you tried the last part of my last post?

Also, try to check if the mails are in the group inbox:

Go to Google Groups > Find your group

Check if the mails are in the approved or in the pending box:

[Asera0404]

Hi 
I checked and there are no red flags on any of the users. I also checked the approved conversations and I see the mails that were forward to the mailbox from our Gmail account but not the external one.  The particular external mail I was looking for was found in the email log. The log says in was rejected I have shared the details below on what the error was (I cant seem to upload the screenshot here). How should I proceed?

Direction:                 Received

Status:                  0/1 Delivered

Oct 11, 2024, 5:28:08 PM

Inserted into Gmail delivery pipeline

Oct 11, 2024, 5:28:08 PM

Bounced

Message rejected. For more information, go to https://support.google.com/mail/answer/69585

[Jan-Carlos]

Oh so it's something about the mail delivery.
Can you send me a screenshot of the mail log search with all information available?