bounce.io consecutive failures
Problem reported by Augie Karuza - 3/25/2016 at 6:33 AM
Submitted
I have users complaining that they cannot get certain emails and that senders are getting reports that the email server is not available.  Under Settings and Events I have a "bounce.io Consecutive Failures" and enabled.  The moment I try to read the event I get an "oops" from Smartermail.  I tried to turn off the feature but it is not listed under the domain.  I need to turn it off to see if it is the problem.  How can I turn off bounce.io?

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Andrea Rogers Replied
Employee Post
Hi Augie,
 
bounce.io discontinued their service on Oct 1, 2015. To disable the feature in your version of SmarterMail, log in as the System Admin and edit a domain. You can disable it from the Features tab. (If you have many domains with bounce.io enabled, you can use Domain Propagation to do a mass push.) If configured, you can also remove the bounce.io API token key by going to Settings > General Settings > Spool tab. 
 
Hope this helps.

Andrea Rogers
SmarterTools Inc.
877-357-6278

www.smartertools.com

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Augie Karuza Replied
Andre,
 
I did login as the System Admin.  I went to edit the domain. I went to the Features Tab.  It is not on the list of available options.  There is no option to check or uncheck that refers to bounce.io.  I am on SmarterMail 13.6
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Augie Karuza Replied
Andrea,

I did login as the System Admin. I went to edit the domain. I went to the Features Tab. It is not on the list of available options. There is no option to check or uncheck that refers to bounce.io. I am on SmarterMail 13.6
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Andrea Rogers Replied
Employee Post
Thanks for the update, Augie, and sorry about the confusion. I assumed you were using version 12.x, since bounce.io was removed in 13.x. It's expected that you shouldn't see those settings in your version.
 
That being said, I'm surprised to hear you're seeing any reference to bounce.io in version 13.x. Can you elaborate more on the 'bounce.io Consecutive Failures' event you mentioned? Is this an event on the system admin level? One that you configured or was made by the system? 
 
Is there any chance you can provide a screenshot? (To post an image, it'll need to be publicly hosted on another site and linked here.)  
 
Thank you!

Andrea Rogers
SmarterTools Inc.
877-357-6278

www.smartertools.com

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Augie Karuza Replied
It appears to be an event that was made by the system. I did not configure anything with bounce.io. If I go into Settings, Events, and then Events, there are 5 items. Add-on Expiration, bounce.io Consecutive Failures, License Expiration, New Version Available, and User Disk Space Used. All 5 show status of enabled. The bounce.io event shows Category and Type in red and any effort to edit or view comes up with a big OOPS!!
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Andrea Rogers Replied
Employee Post
Thanks for the details, Augie. This sounds like a display bug to me. I don't believe you should be seeing that system-made event in version 13.x anymore, which I assume is why you get the OOPS page when you edit it. I'll pass this info along to our developers.

Regarding the issue with senders getting reports that the email server is not available... You could try telnetting to your server when you receive these reports to make sure it's responding. If it is and seems to be up as normal, I would recommend contacting our support team for some more troubleshooting. Other users may have suggestions as well of things to check, but I'm not sure this issue would be caused by this leftover bounce.io event.

Andrea Rogers
SmarterTools Inc.
877-357-6278

www.smartertools.com

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Matt Petty Replied
Employee Post
In your C:\Program Files (x86)\SmarterTools\SmarterMail\Service\eventHooks.xml file do a search for "bounce" are there any entries for Bounce.io? If so could you remove them and try and see if you get these event notifications?
Matt Petty
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com

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