- Help center
- Email ticketing
- Troubleshooting
Why are outgoing emails delayed or not sent at all?
Emails sent from within FocalScope can be delayed by various factors. FocalScope does not function as a mail server, so it depends on other systems to deliver email to the intended recipients.
Symptoms
- People receive emails sent by you but only after a long delay (can be hours or even days)
- People complain that they are not receiving emails you sent to them
Cause
- Incorrect email account credentials have been used
- The mail server offline or over-capacitated
- The mail server has blacklisted the FocalScope server IP address
- Incorrectly formatted email address in a mailing list
Troubleshooting
Testing the SMTP functionality for the associated email account
- In the [Main menu], select [Screen > Administration]
- Navigate to the corresponding email address of the affected folder(s)
- Pay attention especially to the [Check every: X min.] setting, server address, and account credentials
- Perform an SMTP test to see if the email account is capable of sending emails
Figure 1 - SMTP test failure error message
Viewing errors related to outgoing emails that fail to send
- In the [Main menu], select [Screen > Administration]
- Click on the [Administration] tab
- Select the [Email status & error reporting > Outgoing traffic] folder
- Note the error message for the undelivered email
Figure 2 - Outgoing email error page
Solution
- Ensure the correct email account details are entered in the [E-mail account Properties] window
- White list the FocalScope server IP address in your mail server. See When testing an email account, the message ‘Connection refused’ is displayed for more information
- Go through the list of email addresses in a mailing list and make sure all emails are correctly entered, properly formatted, and separated only by a semicolon ';'
Additional Information
- When testing an email account, the message 'Connection refused' is displayed
- Why is a personal or shared folder flashing red?