Emails not importing from two specific email addresses

Question asked by Nicholas Brosnan - 9/20/2022 at 1:41 PM

Answered

Hello everyone, I am having a very odd issue where two of my users are emailing our support email, and the emails are stuck in the inbox of our support queue. Every other email imports into SmarterTrack except anything with these two specific users. Can anyone please point me in the right direction?

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Zach Sylvester Replied

9/20/2022 at 1:56 PM

Employee Post

Hey Nicholas,

Thanks for reaching out to the SmarterTools community. Can you please check the ticket import log? This is located in Settings->Diagnostics->log files. Please look for exceptions that will likely tell you what's going on there. You can also look in the spool in Settings->Spool->Incoming Do you see it stuck in there? What does it say?

Kind Regards,

Zach Sylvester System/Network Administrator SmarterTools Inc. (877) 357-6278 www.smartertools.com

Tony Scholz Replied

9/20/2022 at 2:20 PM

Employee Post

Hello Nicholas,

To add to what Zach mentioned above. If you are seeing an issue with messages not being received you will want to start with the POP log.

Settings -> Diagnostics -> Log Files -> {date}-POP-{#}.log

If you see that the message was imported here grab the EML number from the log.

00:23:46.439 [{server}:{user}] CMD: RETR 1
00:23:46.439 [{server}:{user}] Saved as: 388fe11610a841688f3587200fa51202.eml
00:23:46.439 [{server}:{user}] CMD: DELE 1

Next you can search the import log for this message id

Settings -> Diagnostics -> Log Files -> {date}-TicketImport-{#}.log

04:44:18.659 ==================================
04:44:18.659 Starting Ticket Import Session For 1 Messages
04:44:18.659 -------------------
04:44:18.659 Started Handling Message
04:44:18.659 Pop Department: {department}
04:44:18.659 File path\name: C:\SmarterTrack\App_Data\Spool\in-39\388fe11610a841688f3587200fa51202.eml
04:44:19.083 Ticket Saved [3D0-2A681563-0B05]
04:44:19.083 Ticket sent to agent if needed
04:44:19.083 Finished importing message
04:44:19.083 -------------------
04:44:19.083 Completed Ticket Import Session
04:44:19.083 ==================================

Here you will either see an error or nothing at all. The next place to review will be the error logs.

Settings -> Diagnostics -> Log Files -> {date}-Errors-{#}.log

Thank you

Tony Scholz System/Network Administrator SmarterTools Inc. (877) 357-6278 www.smartertools.com

Nicholas Brosnan Replied

9/20/2022 at 4:52 PM

Hello Zach and Tony, thank you for your quick replies.

Zach: Unfortunately I could not find exceptions and nothing was found in the Incoming spool either.

Tony: The message was not found in the POP log, the TicketImport log or the Errors log. I searched by user email address and subject of the email.

Do we have any other ideas of why they wouldn't be importing for these two users?

Zach Sylvester Replied

9/21/2022 at 1:34 PM

Employee Post

Hey Nicholas,

Thanks for the follow-up. I just sent you a PM asking for the eml files.

Please send those to me in a private message so I can take a look at them for you.

Kind Regards,

Zach Sylvester System/Network Administrator SmarterTools Inc. (877) 357-6278 www.smartertools.com

Zach Sylvester Replied

9/21/2022 at 4:14 PM

Employee Post

Hey Nicholas,

As discussed please upgrade your SmarterTrack server to the latest version. I was unable to replicate this problem on the most recent version using those EML files that you provided. Please let me know your results once you have installed the latest version of SmarterTrack.

Kind Regards,

Zach Sylvester System/Network Administrator SmarterTools Inc. (877) 357-6278 www.smartertools.com

Nicholas Brosnan Replied

9/29/2022 at 7:26 AM

Hello Zach, I am now on the latest version of SmarterTrack, but this issue is still happening for one of the two users. The other user is not in yet today to test. I checked the above log files (POP log, TicketImport log) and there are no Errors log's for today's date as of this comment.

Please let me know the next steps of troubleshooting.

Tim Uzzanti Replied

9/29/2022 at 7:54 AM

Employee Post Marked As Answer

Nicholas,

Please start a ticket so we can help you resolve this in a timely manner. There must be a configuration issue of some sort and going back and forth in the community isn't ideal.

Tim Uzzanti CEO SmarterTools Inc. (877) 357-6278 www.smartertools.com

Nicholas Brosnan Replied

9/29/2022 at 8:05 AM

Thank you Tim, I have created a ticket on this.

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