How can I solve Technical Onboarding and Troubleshooting issues?

Share this guide with your internal IT team to make sure you get your CisionOne experience off to a great start.

A diverse range of devices, operating systems, and email clients are used across CisionOne’s customer base to access the platform, reports, alerts, and downloads.

To maximise compatibility across your organisation and provide the best possible experience, we strongly encourage you to consult your IT team on the following areas.

Email

CisionOne uses email as the primary external communication channel for features such as reports and real‑time alerts.

Important clarification
The email guidance in this section relates to CisionOne alerts and platform‑generated emails only.

It does not apply to press release distribution, which supports delivery to thousands of contacts, depending on your subscription.

To ensure emails are successfully delivered to recipients, we recommend the following.

Safe senders and allowlisting

Emails from CisionOne typically originate from *@cision.one, usually from [email protected]. This domain and email address should be added as a safe sender. Instructions vary depending on the email server.

•For Exchange: Create safe sender lists - Microsoft Defender for Office 365

•For Google Apps: Add IP addresses to allowlists in Gmail - Google Workspace Admin Help

Dedicated sending IP addresses

Emails from CisionOne originate from the following dedicated IP addresses:

198.244.61.9
198.244.59.95

We recommend these IP addresses are whitelisted within your organisation’s email security settings.

Guidance for large alert recipient lists

For CisionOne alerts and email notifications only:

If alerts need to be sent to more than 100 recipients, we strongly recommend using organisation‑managed distribution lists created within your email application (for example, Microsoft Outlook or Google Workspace).
This helps prevent delivery issues caused by corporate email security rules, spam filtering, or recipient validation limits.

This recommendation does not limit CisionOne functionality and does not apply to press release distribution.

Content access

CisionOne uses a combination of Netlify, Amazon Web Services, and Google Cloud to deliver the platform.

While it is usually not necessary to make changes, we recommend the following domains are allowed within the customer’s web proxy or firewall settings:

*.cision.one
storage.googleapis.com (mp3, mp4, pdf)
*.amazonaws.com (mp4, aac, pdf)

Desktop browser requirements

CisionOne is delivered through an online platform. The following browser requirements are recommended to ensure the best possible experience.

Minimum supported versions:
- Microsoft Edge version 38
- Google Chrome version 53
- Mozilla Firefox version 48
- Apple Safari version 10
Recommended:
- Current version of Microsoft Edge, Google Chrome, or Mozilla Firefox

Mobile applications

In addition to the desktop experience, CisionOne offers mobile applications for both iOS and Android.

In addition to the desktop experience, CisionOne offers both an iOS and Android app.

•Android (CisionOne – Apps on Google Play )

•iOS (https://apps.apple.com/uk/app/cisionone/id6445941053)

•Minimum required versions are Android 9 and iOS 11

•For iPad and tablet devices, we recommend using the web platform at CisionOne

For iPad and tablet devices, we recommend using the CisionOne web platform for the best experience.

Common technical onboarding and troubleshooting issues

What should I do if the CisionOne platform is not loading properly or features aren’t working?

If the platform is not loading correctly, or specific features (such as creating a list) are not working as expected, the issue is often related to browser settings or cached data.

Common troubleshooting steps

Clear browser cache and cookies
Cached or outdated data can interfere with platform functionality. Clear your cache and cookies, then reload the page.
Disable ad blockers or browser extensions
Ad blockers or similar plugins may prevent required features from running correctly.
Access the platform directly
Avoid using bookmarked links. Instead, type the official CisionOne URL directly into your browser or start a new session.
Try a different browser
This helps identify whether the issue is browser‑specific.
Enable third‑party cookies
Some features require third‑party cookies to function correctly.
Log out and log back in
This can resolve session‑related issues.

Following these steps resolves the majority of browser‑related issues experienced on the CisionOne platform.

If problems persist, please contact Cision Customer Support for further assistance.

I’m unable to see images in emails from CisionOne

If images are not displaying in emails, check the following:

Microsoft Exchange
Click Download Pictures and ensure this option is enabled.
Add the domain @cisionone.cision.com to your safe senders list.
Gmail
Click Always display images from [email protected].

Additional checks:

Verify recipient domains exist and are spelled correctly.
Ensure email addresses follow standard formatting (for example, one “@” symbol).

I’m experiencing difficulties opening links in emails from CisionOne

If your organisation uses Microsoft Office 365 with Advanced Threat Protection (ATP), particularly Safe Links, your IT team can configure a rule to skip link scanning for emails from CisionOne.