Hi–we are having a problem with OJS (using version 126.96.36.199) in which some potential reviewers are not receiving the initial email request to review from OJS. This is not happening in most cases (as far as we can tell) because most reviewers do receive the initial request. It’s not affecting all email to a given reviewer: we learned of the problem because we emailed a reminder and the reviewer noted that they hadn’t received the initial request. So it’s not a problem with the reviewer email address, or a problem with OJS’s general email-to-reviewers function. We confirmed that OJS believes it sent the email (in the Editorial History). The reviewer confirmed that the email was not in their spam folder. I’ve looked on the OJS forums and found one case that looks similar: Reviewer email not working. In that case, the problem seemed to result from a misconfiguration of the reply-to field, and it affected all emails of a certain type (i.e. the initial review request). In our case, only a few such emails are affected.
We are attempting to troubleshoot by asking the affected reviewer if we can assign them to a test article and send another initial review request, to see whether the problem repeatedly affects the same reviewer account. We can also look at the email server logs for the outgoing emails and see whether there’s more information there. Is there anything else you can suggest we look at?