Troubleshooting email not received
Troubleshooting email not received
Was any email actually sent?
Possibly the server was switched off at the time the email was supposed to be sent. Check the server uptime or logs. Check NEOSYS server monitor history.
Rerun the report or program with the exact same options and conditions. Monitor the process on the server maintenance screen looking for messages that emails have been sent or not.
Check log for any problems sending email
- First step is Login to client’s server, open NEOSYS check the logs in support menu.
- 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.
See Solving NEOSYS smtp server failure
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
WARNING This test requires a version of NEOSYS later than 5th Dec 2012 otherwise no error message is shown in some cases when there is in fact an error.
Check if you can send a test email. Go to maintenance mode and press F5 then type the following.
sendmail support@neosys.com
If mail server accepts the message then you will see the following.
This is no guarantee that the mail server can or will deliver the email to the recipient.
╔═════════════════════════════════════════════════════════════════╗ ║ Step 1 OK. Mail for SUPPORT@NEOSYS.COM accepted by mail server. ║ ║ ║ ║ Step 2. Now check if actually received by recipient ║ ║ to verify that the mail server can actually ║ ║ deliver email to SUPPORT@NEOSYS.COM ║ ║ ║ ║ < Press any key > ║ ╚═════════════════════════════════════════════════════════════════╝
If there is some problem connecting to the mail server then you might see something like the following:
╔══════════════════════════════════════════════════════════════╗ ║ SUPPORT@NEOSYS.COM ║ ║ Error in sendmail.js, CDO.Message.Send(). The transport ║ ║ failed to connect to the server. ║ ║ ║ ║ From: companyxyz@neosys.com ║ ║ To: support@neosys.com ║ ║ Server: mailout.neosys.com ║ ║ Port: 2500 ║ ║ < Press any key > ║ ╚══════════════════════════════════════════════════════════════╝
To solve unreliable connections to NEOSYS email server, see Solving NEOSYS smtp server failure
Invalid Sender Email Address in NEOSYS System Configuration File
The following problem might indicate that the "Sender email address" is not acceptable to the mail server - even though the message mentions a problem with "recipient addresses".
For sending email via the default NEOSYS mailout.neosys.com server the "Sender Email Address" MUST end in @neosys.com eg companyxyz@neosys.com.
╔══════════════════════════════════════════════════════════════╗ ║ SUPPORT@NEOSYS.COM ║ ║ Error in sendmail.js, CDO.Message.Send(). The server ║ ║ rejected one or more recipient addresses. The server ║ ║ response was: 550 Administrative prohibition ║ ║ ║ ║ From: neosys@companyxyz.com ║ ║ To: support@neosys.com ║ ║ Server: mailout.neosys.com ║ ║ Port: 2500 ║ ║ < Press any key > ║ ╚══════════════════════════════════════════════════════════════╝
Check low level network connectivity to the mail server
To test if there is basic connectivity - from the client server to the configured email server, type the following in command prompt, on the client server.
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.
See Solving NEOSYS smtp server failure
