Who is this article for?

IT Administrators for systems where email notifications have not been sent.

IT Administrator permissions are required to resolve the issue.

This article explains what to do when users report that email notifications (action updates, document requests, or certifications) have not arrived, and we are sure that this is because the Robot was not running when scheduled jobs were supposed to execute.

1. Issue

Users may report issues such as:

• Not receiving action update emails
• Document request emails not being sent
• Missing certification reminder emails

This often occurs when the Robot service was stopped or not running during scheduled jobs. Each job is set to run at specific times via cron.

When the Robot service restarts:

• A test email is sent to confirm it is running
• The Robot waits for the next scheduled job time
• Missed jobs will not run automatically

If the Create Action Updates job is scheduled for 00:02 on the 1st of each month (cron: 0 2 0 1 1/1 ? *), and the Robot was stopped on the 1st, the job will not run until the 1st of the next month.

2. Solution

To resolve the issue, you need to restart the Robot service and manually execute the missed jobs.

2.1. Restarting the Robot service

To restart the Robot service:

1. Open the Services console on the application server.
2. Locate the Robot service.
3. Verify that the service status shows as Not Running or Stopped.
4. Start the service.

2.2. Executing missed jobs

After restarting the service, you must manually trigger any jobs that missed their scheduled execution time.

2.2.1. Action Tracking

If Action Tracking jobs are Active:

1. Go to App Manager.
2. Locate the Create Action Updates job.
3. Click Execute Robot Job in the toolbar.
4. Confirm that you want to run this job immediately.
5. Repeat the process for the Send Initial Emails job.
6. Repeat the process for the  Send Reminder Emails job.

You don't need to do this for Send Rejection Emails as this job runs every 60 seconds, so will already have executed.

2.2.2. Document Requests

If document request jobs are Active on the system, manually execute the following jobs using the Execute Robot Job function:

• SendInitialEmails.DocumentRequest
• SendReminderEmails.DocumentRequest

2.2.3. Certifications

If certification jobs are Active, manually execute the following jobs using the Execute Robot Job function:

• SendInitialEmails.AuditProcess
• SendInitialEmails.Control
• SendReminderEmails.AuditProcess
• SendReminderEmails.Control

2.2.4. Risk Management

If Risk Management jobs are Active, manually execute the following jobs using the Execute Robot Job function:

• SendInitialEmails.EntityControl
• SendInitialEmails.EntityRisk
• SendReminderEmails.EntityControl
• SendReminderEmails.EntityRisk

2.2.5. Other jobs

It is not normally necessary to manually execute jobs in the groups Calculation, Integration, Maintenance or Retain.  These either run every minute automatically or will run later in the day.

3. Understanding cron schedules

Each job in App Manager displays a cron value that defines when it runs. You can use tools like Cronmaker to interpret these schedules and determine when a job should have executed.

A cron value of "0 2 0 1 1/1 ? *" means the job runs at 00:02 (2 minutes past midnight) on the 1st day of every month.