Known issues in IRIS HR Professional

This topic lists any outstanding known issues, together with any workarounds available. You can also view fixed issues.

We are actively working to resolve these issues and will release fixes as soon as possible.

Known issues

Experiencing problems receiving emails from us? Refer to the emails section.

Item Detail Date fixed
Mail Merge We are aware of an error mentioning Gainsight when trying to run a Mail Merge and are working on a fix. As a workaround, select the Cookie icon in the bottom left of the screen and select Reject Additional Cookies.  
Eternally linked content
We are aware of an issue where externally linked content such as images and videos are not displaying correctly in the system and are actively working on a fix.

25/06/2024
Recruitment We are aware of an issue with Vacancies where the download link for Documents is erroring - we are working on a fix. 28/05/2024
Payroll sync

 

Data currently syncs every 30 minutes, except for employee data, which syncs every 5 minutes.

  
Performance issues We are aware that some customers are reporting a reduction in performance speed when moving to different areas of the system, and we are currently investigating possible causes and solutions. We will update this page with further information when we have it. 26/03/2024

Issues with receiving emails

Published: 30/7/2024

Here are some questions and answers to the email issues you may be experiencing.

Question:

Why am I not receiving emails from IRIS HR Professional?

Answer:

Your email may be on the suppression list.

Understanding suppression lists

Suppression lists prevent messages from sending to recipients who have opted out, marked emails as spam, or whose email addresses are deemed problematic. However, legitimate emails are sometimes included in these lists, causing users to miss important communications.

This section explains why this happens and provides solutions to address and prevent it.

Question:

What is a suppression list and why do users end up on them?

A suppression list is a collection of email addresses flagged as problematic for various reasons, including:

  • Emails have bounced back as undeliverable. Addresses with incorrect or inactive accounts are often added to suppression lists to avoid repeated sending failures.

  • Users or your company have marked emails coming from IRIS as spam. If recipients mark our emails as spam, their addresses may be added to suppression lists to prevent further issues and protect our email domain / cloud reputation.

  • Our ESP (Email Service Provider – Amazon) deemed these addresses problematic due to previous issues. Service providers may add addresses to suppression lists based on historical data, such as high bounce rates and low engagement.

Prevent legitimate emails from being suppressed: how we can help

  • Make sure all employees (who need to receive emails) have a valid and legitimate email address in the system.

  • Make sure your organisation has not blocked or marked IRIS emailsas spam.

  • Work with your IT department and make sure your implementation of the SPF record is correct, it needs to include [include:amazonses.com], for example, "v=spf1 include:amazonses.com -all"

    (If you need any assistance with configuring your SPF record, please raise a support ticket).

  • If you suspect your organisation or individuals are on a suppression list and you would like us to clear them, please raise a support ticket. (This is a temporary fix. If emails continue to be blocked or undeliverable, they may be added back on the suppression list.)