Emails Sent from SmarterMail Never Received by Recipients but No Delivery Failure
Problem reported by Sathiya R - July 24 at 9:10 PM
Submitted
Emails not delivered to any recipient like gmail, yahoo or any other domain no bounce email also. logs are fine.
 
day by day issue is raised for multiple email accounts for multiple domains. we tried with reindex and re creating the email accounts but still same issue
 
SmarterMail Professional Edition
Version: 16.2.6442

8 Replies

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Robert Emmett Replied
Employee Post
Can you enable the 22334 debug log in Sys Admin > Manage > Troubleshooting > Options > Debug Log IDs?
Robert Emmett
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Sathiya R Replied
sorry i cannot understand can you please elaborate
0
Andrea Rogers Replied
Employee Post
Hi Sathiya,
 
In order to better troubleshoot an issue within SmarterMail, we may need additional logging. To enable the logging that Robert mentioned, please follow these steps: 
 
  1. Log into SmarterMail with the System Administrator account. 
  2. The Manage section will load. In the navigation pane, click on Troubleshooting.
  3. On the Options tab, you'll find a card named Log Files. On this card, there is a textbox labelled Debug Logs IDs (one per line). Enter 22334 in this textbox.
  4. Click Save
 
With the log ID enabled, a separate log file will be created which will contain information we need for troubleshooting. When you encounter this delivery issue again, please provide us a copy of the log folder titled, {date}-debugLog-22334.log. (You'll find this log folder in the log path that's specified at Troubleshooting > Options tab > Log Path.) You can send this to us at sales @smartertools.com. When you email us the log file, please be sure to reference this thread.
 
I hope this helps!  

Andrea Rogers
Communications Specialist
SmarterTools Inc.
(877) 357-6278

www.smartertools.com

0
Sathiya R Replied
surprised I'm not getting that Debug Logs IDs option in my smartermail

SmarterMail Professional Edition
Version: 16.2.6442
0
Sathiya R Replied
surprised I'm not getting that Debug Logs IDs option in my smartermail 

SmarterMail Professional Edition
Version: 16.2.6442
 
attached screenshot for reference 
 
0
Andrea Rogers Replied
Employee Post
Thank you for the screenshot, Sathiya. Please upgrade your installation to the latest minor version release, 16.3.6799. The option to enter Debug Log IDs was added in November in version 16.3.6530: "Added: A new option on the system admin Troubleshooting page to add and remove debugLogIds to facilitate debugging issues and to remove the necessity for a service restart."
 
Here are the steps you can follow for the upgrade from 16.2.6442 to 16.3.6799: Minor Upgrade of SmarterMail.

Andrea Rogers
Communications Specialist
SmarterTools Inc.
(877) 357-6278

www.smartertools.com

1
Linda Pagillo Replied
Hi Sathiya. You may want to check your spool to see if the messages are stuck there. If they are sent, but never reach the recipient and the sender does not get a bounce, there is a good chance the messages never made it out of your server and they are stuck in your spool for some reason.
Linda Pagillo
Mail's Best Friend
Email: linda.pagillo@mailsbestfriend.com
Web: www.mailsbestfriend.com
Authorized SmarterTools Reseller
Authorized Message Sniffer Reseller
 
0
Andrea Rogers Replied
Employee Post
Thanks Linda! That's a great suggestion.

Andrea Rogers
Communications Specialist
SmarterTools Inc.
(877) 357-6278

www.smartertools.com

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