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Invitation Emails Not Received

Disclaimer

SYNAXIOM does not distribute NIVOMAX Viewer setup files directly to end users. To obtain the necessary setup files, users must download a copy directly from the Technical Publications Supplier's NIVOMAX Self Serve portal, subsequent to agreeing to the terms and conditions stipulated therein. The Technical Publication Supplier, possessing a valid Distribution ID for their copy of the NIVOMAX Applications, is the sole distributor. Access to and use of the NIVOMAX Viewer is contingent upon the purchase of a Data License for a digital product from the Technical Publications Supplier. The digital product downloaded will function exclusively with the viewer provided by the respective Supplier. Users are advised that the distribution of NIVOMAX Viewer setup files may be governed by applicable export control regulations depending on their region.

Licensing

It is not necessary for end-users to purchase a separate NIVOMAX license. The Technical Publications Supplier from whom you have acquired your Data License has already procured the requisite licenses from SYNAXIOM. By extending an invitation, they include you within their authorized user pool, as permitted under their NIVOMAX license agreement. You are authorized to use the NIVOMAX software provided the Technical Publications Supplier maintains a valid NIVOMAX software license.

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Invitation Emails Not Received

Last Updated on July 16, 2024 | 2 min read

Intended Audience: ePub Supplier IT and Business Administrators

Issue Description

Users are intermittently not receiving invitations to join the NIVOMAX Platform.

Note: If this issue is consistently observed, contact support for assistance.

Common Causes

Emails ending up in the user’s junk/spam folder.

Resolution

Check Email Junk/Spam Folder

  • Ensure the invitation email has not been filtered into the junk or spam folder.
  • If found, mark it as “Not Junk/Spam” to prevent future filtering.

Other Possible Causes

  • SMTP server issues (large volume of cues, server failures, domain blacklisting).
  • Network issues or unavailability affecting third-party systems using the SSP API for sending invitations.

Verify SMTP Server Status

  • Contact your IT department or support team to check the status of the SMTP server used by the NIVOMAX Platform.
  • Look for any issues related to high volume, server failures, or domain blacklisting.
  • Send an invitation and monitor the time it takes for the recipient to receive it.

For Setups using the NIVOMAX Sales Center

  • Check to see if the receiving user’s email address is setup correctly and Data License Administrator role assigned.
  • Contact Support to check the system configurations and error logs for possible issues.

For Setups Using Third-Party Apps with the NIVOMAX Invitation Sender API

  • If using a third-party system to send invitations via the NIVOMAX Invitation Sender API, verify the communication between the third-party system and the API.
  • Check for network issues or unavailability affecting API calls.
  • Ensure the third-party system is functioning as expected.
  • Contact Support to check the system configurations and error logs for possible issues.

Request a New Invitation

  • If the invitation email has not been received within 48 hours, request a new invitation from your ePubs supplier or Data License Administrator.

Contact Support

If none of the above steps resolve the issue, contact NIVOMAX support or your IT Department for further assistance.

For the latest documentation on this and other important topics, please refer to the NIVOMAX Help Center. The NIVOMAX Help Center is your primary resource for up-to-date information, guidelines, and self-serve support for NIVOMAX.

This document also has an online version which may be more up-to-date.
 

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CONFIDENTIAL

This document is the property of SYNAXIOM Inc.

NIVOMAX © 2017-2025 All rights reserved SYNAXIOM INC. © 2005 – 2025 SYNAXIOM Inc.
Usage of this document constitutes acceptance of our Intellectual Property Policy; please ensure you have read it thoroughly.

Uncontrolled copy generated on: 2025-05-14 18:29:09