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How to determine root cause of why some users aren't receiving email notifications?

I've looked into email logs, test deliverablity,  white list salesforce ip ranges and  checked users emails. We are using process builder to invoke an apex class that sends single email message alerts to receipents depending on what stage the opportunity is in   We tested in sandboxes and we don't experience this issue  just only in production org. Reached out to salesforce support and they werent any help.What can I do to determing root cause ?
NagendraNagendra (Salesforce Developers) 
Hi Stephanie,

Sorry for this issue you are facing.

I believe, there is some sort of trigger (custom code) which is breaking.

Can you try adding any other action (field update of chatter post) action with your email action? This will help us to identify whether the Process Builder is running or not for your object's (Insert/Update) operation.

Thanks @Nagendra. Good idea. Do you mind providing an example of  an action I can add to idenity where things are failing? 
@Nagendra How do I add an action?