Email Problems

Additional information may be found at eSRA.lbl.gov/topics.

eSRA training, including links to eLearning modules and published Quick Reference Sheets, can be found at eSRA.lbl.gov/training.

Information about error or validation messages can be found at esra.lbl.gov/topics/validation-messages

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Body of email from eSRA is blank

Problem Reported: email from the eSRA system display with the body of the message being blank.

Troubleshooting:

  • The eSRA system email includes links to the eSRA system for the proposal/award/modification related to the email.
  • If you are viewing the email and not logged into the LBNL network, this link is causing the entire email to not be displayed.
  • Although this was only reported by a user with Apple Mail, it is possible for it to occur with other email applications. 

Workaround Solution:  There are several options

  • Option 1: Log into the LBNL network and access the email again; should display properly.
  • Option 2: Forward the message to yourself.  The forwarded message removes the dynamic link to the eSRA system and the message should be displayed for you, but the links into the system might not work.
  • Option 3: Be patient.  Some users have reported that after leaving the same email on the screen for 3 to 5 minutes, Apple mail will eventually display what content it can.
  • Option 4: Apple Mail preferences can be changed; but this might not be a good default because other emails require those images/content.  By selecting preferences->viewing, then un-check 'load remote content in messages.'  This option was provided to the eSRA Help Desk by an Apple Mail user.  eSRA cannot make any recommendation about this and you might want to check with Apple Mail IT experts before making this change to security preferences.Body of email from eSRA is blank.

Link in the email does not work

Problem Reported: I click on the link in the email and nothing happens.

Troubleshooting: The most likely cause is that you are outside of the LBNL firewall either working remotely or onsite and logged into the Guest Network

Solution:  There are two option
  • Option 1: Log into the LBNL network and try the link again.  
  • Option 2: Activate LBNL's VPN and try the link again.  (Note to Researchers with joint appointments: LBNL's VPN is different than UCB's VPN.