A user might receive an undeliverable message from Bracket for a few reasons, which differ slightly depending on how Bracket is configured for the domain.
Mailprotector Console
- The user's account isn't in a user group in the Mailprotector Console that includes Bracket in the Products section. The user must be moved into a user group that includes the Bracket product.
- The user's account is listed as a User Type other than User in the Mailprotector Console. Shared mailbox, mailing list, equipment, and unlicensed user types are not eligible for Bracket.
- Bracket didn't provision correctly for the user's account. In this case, you can move the user out of the Bracket user group and back in. If this does not resolve the issue, please contact Support for further assistance with the provisioning process.
Shield Ctrl
- Bracket has not been enabled for the user in Add or Remove Products.
- The user's mailbox is not listed as a UserMailbox in the Microsoft 365 tenant, which is the only mailbox type that can be provisioned for Bracket. All other mailbox types, groups, and resources are not eligible for Bracket licensing.
- Bracket didn't provision correctly for the user's account. Although we have not seen cases of this issue with Bracket in Shield Ctrl, we recommend disabling the user, saving, re-enabling the user, and saving again. If this does not resolve the issue, please contact Support for further assistance with the provisioning process.
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