When adding a new user via the Users page or when requesting a password reset via the "forgot password" link of the login page, the users are not receiving a Welcome or password reset email from Sumo Logic.
A user may not receive a welcome or password reset email if:
- The email address supplied within the user configuration is incorrect or the supplied email does not exist within Sumo Logic.
- The email address supplied within the user configuration is not allowed to receive emails from senders located outside of your corporate domain. This occurs most often when a group email alias is used as the email address.
- Your email servers are blocking these emails and/or may be placing them within your spam or junk box. Please note that third-party services such as Proofpoint or SpamCop may also block the receiving of emails from IP addresses that have been previously reported as sending Spam. Because Sumo Logic uses a managed email service for the delivery of emails, and the IPs used by this service may be shared by other organizations it's possible a SPAM report may have been filed due to emails unrelated to Sumo Logic.
- SAML is enabled within your account and your administrators have configured your account to require login via SAML authentication. When users are required to login via SAML any new users that have been provisioned via the Users page would need to be manually notified that their account has been created and they would need to login to Sumo Logic via your configured IdP. Requests for a new Sumo Logic password will result in no action being taken and users will not receive a password reset email.
After confirming none of the above may be the source of your issue you may submit a support request to Sumo Logic, which includes the email address of the new user and the time the user account was created, or a password reset request was submitted, and Sumo Logic support can check the sending email logs for any bounce responses and/or verify the email address provided has not been found on any email suppression lists, which may be preventing the sending or delivery of these emails.