Email Troubleshooting

Failure sending mail

If you get the error message “Failure sending mail” – check that you have entered the correct details in

• The E-mail server field

• The correct combination of email user/password/comes from fields. The combination and number of these fields that are required depends on the configuration of the email server

• The correct encryption method is selected

Port

• If the default port for email (25) is not in use, ensure the port is included in the Email server field separated by a semi-colon (:). For example smtp.office365.com:587 if port “587” is being used for e-mail.

Legacy Authentication

If you are using MFA and App password in Office 365, but are still receiving errors when testing the SMTP email, ensure that Legacy Authentication is not blocked. Refer to Office365 and Legacy Authentication.

TLS Version

You don't select a specific TLS version. Orchid uses the .Net SmtpClient class to send emails. The SMTP Client uses the protocol configured on the operating system, based on the .NET version installed.

The email function supports Ssl3, Tls1.0, Tls1.1, Tls1.2 and Tls1.3.

Microsoft has recently stopped support for TLS1.0 and TLS1.1. Support for TLS 1.2 was added to Orchid modules in April 2020 and applies to Sage 300 versions 2018 and above.

Important! If you have any issues emailing, please ensure you download and install the latest product update for your Sage 300 version.

You get the message “E-mail sent”, but no email is received,

In many cases, there is almost no delay the “E-mail sent” message being displayed on the screen after clicking “Send Test E-mail”

• Ensure the virus checker and firewall on all machines where e-mails are to be sent from. They must be set to exclude “..\EL6xA\sendmail.exe”

• If you get a File missing error, check that the anti-virus is not deeming the sendmail.exe a virus threat.

• SMTP Server may include configuration to expect a valid client certificate from the server/workstations where Sage is installed. Once the certificate is installed on the client, emails can be sent.

You are able to send emails to internal email accounts, but not to external email accounts, the most likely cause is that your email server requires a valid username /password for sending to external addresses and the details entered are not correct.

Note: Check your email server to see if it requires a username/password.  Some require it to be blank, for some it does not matter.

Note: Some email servers will allow you to log on as a certain user and send email as anyone, others will only allow you to send email as the logged on user. So if you log on as "Joe", but try to send as admin@testdomain, some email servers won't allow it.

Process Scheduler emailing tips

When using Process Scheduler with Extender or Report Runner, the Process Scheduler email settings are only used if the Schedule is configured to send emails on success or failure.

The Run Information Manager Step uses the SMTP Email configured in Information Manager a> Report Runner and the Run Extender Script action uses the SMTP email configured in Extender.

When using Process Scheduler to email Reports configured in Report Runner, check the email configuration in Information Manager, not just Process Scheduler.

When using Process Scheduler to run Extender scripts that send emails, check the email configuration in Extender Options, not just Process Scheduler.