DriveWorks Pro 22

How To: Troubleshoot Emails (KB12121038)

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.

Cause:

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

Solution:

• Ensure all Mail Server Settings are correct.

  Some mail providers do use ports other than 25 for outgoing mail.

• Check your mail provider for additional authorization, see Mail Server Settings for more information.

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

Cause:

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

Solution:

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

Email not sent

Cause:

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

Solution:

• 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.