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DriveWorks Pro 21
How To: Troubleshoot Emails (KB12121038)

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How To: Troubleshoot Emails

This topic gives solutions to resolve issues with DriveWorks Autopilot sending emails.

Troubleshooting Steps

Please try the following, which will help to troubleshoot sending emails:

  • Ensure Autopilot Service is running.

    See Start DriveWorks Autopilot for more information.

  • Ensure Enable email sending is checked in DriveWorks Autopilot Settings.
  • Can a test email be sent?

    See Send Test Email for more information.

  • If possible can an email be sent through an email client (not a web based email provider) installed on the same machine as DriveWorks Autopilot?

Common Error Messages

Problem connecting to email server. Error sending email.


  • Incorrect Mail Server Settings applied.
  • The mail provider requires additional authorization to allow email sending.


Problem connecting to email server. The SMTP server requires a secure connection or the client is not authenticated.


  • The SMTP mail server requires a Secure Socket Layer (SSL) connection.


  • Ensure Requires SSL is checked in the Email Settings (for Autopilot) settings.

Email not sent


  • Email attachments are not available or an incorrect name and path is defined in the Attachments rule.


  • Check the Attachments rule for the Email Document.
  • Ensure the attachment defined above does exist.
    Emails, with attachments, will not be sent until all attachments, defined in the Attachments rule, are available.

Knowledge Base Article Ref:KB12121038