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Troubleshooting Email Issues (1001628)

Last Updated: 7/30/2010Categories: Total Views: 9326Language:
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Details

This article outlines some troubleshooting steps to take when users are not receiving email notifications.

Solution

A number of issues can cause email notifications to fail. Use the following procedures to identify the source of the problem.

Checking Email Addresses

Verify that the database has the correct email addresses for recipients.

To check email addresses:

In the Console, click Users in the navigation pane.

Move the pointer over a user name and choose Properties.

Check the email address information to make sure it is accurate.

Repeat steps 1-3 for all users who are not receving emails.

Checking SMTP Settings

An SMTP server is required to send email notifications. Make sure the settings have the correct SMTP information.

To check SMTP settings:

In the Console, click Settings in the navigation pane.

Scroll to the E-mail Preferences settings and verify that you have provided a valid DNS host name or IP address for the SMTP server, as well as a valid user name and password (if required).

Click Test SMTP Settings.

If the test is successful, you are done troubleshooting. If it fails, you need to test communication between the Lab Manager server and the SMTP server.

Testing Communication Between the Server and the SMTP Server

You can use the ping command to test communication between the server and the SMTP server. If the ping is successful, make sure port 25 is not blocked.

To test communication between the servers:

From a command prompt on the server type ping <hostname> , where <hostname> is the DNS host name of the SMTP server. If the ping is successful, go to step 4. If the ping is unsuccessful, try again, but use the SMTP server's IP address instead.

From a command prompt on the server type ping <ipaddress> , where <ipaddress> is the IP address of the SMTP server. If the ping is successful, the problem might be with DNS. Try entering the IP address instead of the DNS host name in E-mail Preferences settings. Click Test SMTP Settings.

If pinging the SMTP server fails using both the DNS host name and IP address, this indicates a network routing problem beyond the scope of this article. Contact your network administrator.

Make sure that port 25 is not being blocked on either the server or SMTP server. See "To check port 25" below.

To check port 25:

From a command prompt on the server type telnet <hostname> 25 , where <hostname> is the DNS host name of the SMTP server. If there is a response, port 25 is not blocked, and email notifications should succeed. If there is no response, try again, but use the SMTP server's IP address instead.

From a command prompt on the server type telnet <ipaddress> 25 , where <ipaddress> is the IP address of the SMTP server. If there is a response, the problem might be with DNS. Try entering the IP address instead of the DNS host name in E-mail Preferences settings. Click Test SMTP Settings.

If telnet fails using both the DNS host name and IP address, port 25 may be blocked. Check the settings in Windows Firewall and other security programs on the server to make sure port 25 is not blocked.

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