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Support - EBSCO Help

Receiving Emails and Alerts from EBSCO Interfaces - Troubleshooting FAQs

The following FAQs provide information on why you may be experiencing difficulty receiving emails or alerts from EBSCO interfaces, including EBSCOhost, EBSCO Discovery Service, or DynaMed.

Q. Why don't I receive my email alerts?

It is possible that your email service has a spam blocker that is blocking the alert emails from delivery. Please allow *.epnet.com and *.ebscohost.com to your email service to ensure that our emails will be successfully delivered.

Q. Why am I unable to receive email from DynaMed and/or EBSCOhost?

This can happen when an e-mail server blocks e-mail sent from EBSCOhost and/or DynaMed. To resolve this, your e-mail administrator should add the following IP addresses to your institution's spam filter white list:

CIDR Notation: 204.179.122.1/24
IP Range: 204.179.122.1-254

These are our specific IP addresses for our mail servers:

204.179.122.0-255
72.164.152.0-255
140.234.0-255.0-255
63.208.197.0-255

Q. Why didn't I receive the articles I sent to myself from EBSCOhost?

EBSCOhost allows users to email articles and links to results and search strings using My EBSCOhost. Certain factors may cause an email delivery to fail:

  • Size Limit: EBSCOhost will not send PDF attachments larger than 10 MB (megabytes). This is because many email services reject larger messages. Instead, you will be prompted to email a link to the article, rather than the article itself.  

  • Article limit: It is not recommended that users send more than 100 articles in a single email, as it may cause an error due to the time required to compile such a message.  

  • Typographical Error: There may have been a typographical error in the e-mail address entered in the E-mail Address field.  

  • Mailbox Limits: Most ISPs (Internet Service Provider) have a limit on the amount of data that users can store in a mailbox. If the message sent from EBSCOhost exceeds that quota, it will be rejected by your ISP.  

  • Lag: Since the Internet is built on the sharing of bandwidth through multiple sources, from time to time items can be delayed or even dropped, on the path between EBSCOhost and the user.

If you do not receive an email that you were expecting from EBSCOhost, you should try resending it. If you need a file sent that is larger than 10 MB, please contact EBSCO Technical Support, who can try to send the file to you. Be sure to include the persistent link located in the citation of the article.