Troubleshooting email not received

Troubleshooting email not received

Check log for any problems sending email

1. First step is Login to client’s server, open NEOSYS check the logs in support menu.
2. It will generate the log report, check the report thoroughly and see if there is any error shown around the time that the emails were supposed to be sent.

Error: No logs found

No logs found for the date while checking the logs in support menu.

Error explained: This above error means that no error has been logged on the date you selected.

Error: Failed to connect to the server

If report shows the error shown above then do the following steps to check why the email was not sent out.

This above error means that but the mail could not be sent due to an inability to connect to the outgoing email server.

Check NEOSYS email configuration

NEOSYS needs to know how to send email. The default configuration is mailout.neosys.com 2500

Check the configuration in NEOSYS Support Menu, System Configuration File.

Send a test email

You need to confirm that the server has access to the configured email server send the mails

Go to maintenance mode and press F5 then type the following.

sendmail support@neosys.com

If the email is sent correctly to the mail server then you will see the following:

OK. Press any Key

If there is some problem sending the message to the mail server then you might see something like the following:

Error in sendmail.js 
The transport failed to connect to the server.
Press any key

Check low level network connectivity to the mail server

To test if there is basic connectivity to the configured email server then type the following.

You might need to install Windows option for Telnet on Windows 2008

Assuming that the configuration is the default of mailout.neosys.com port 2500. You must use your configuration.

telnet mailout.neosys.com 2500

it will show you

Connecting to mailout.neosys.com ...

Successful connection

blank window with some text at the top. This text can vary slightly but will usually mention SMTP somewhere.

220 nl2.neosys.com ESMTP Exim 4.69 ......

Unsuccessful connection

If there is some network connection problem or the mail server is not running then after a while it will show something like:

Could not connect to the host, on port 2500: Connect failed

If you determine that there is a basic problem connecting to the mail server then and other locations are not facing the same problem then contact the IT administrator of the network and probe if they have outgoing ports (2500 in this case) blocked or filtered on their firewall.

In case of repeated email failure using NEOSYS smtp mail server, you can alternatively use the client's smtp server to send emails. See Resolving NEOSYS SMTP Failure