SMTP Configuration Is Not Working

Issue Summary

If emails are not being sent from the platform, the first step is to verify whether the SMTP configuration is correctly entered and whether the configured SMTP provider is accepting the connection.

SMTP configuration can be checked from the user's Email settings. If the configuration is valid but emails are still not being sent, the issue may require further investigation by the Uffizio Technical Support team.

Example Questions

• • Why are emails not being sent from the platform?
  • Why is my SMTP configuration not working?
  • How do I check whether my SMTP settings are correct?
  • The SMTP configuration is filled in, but emails are not being received.
  • How can I verify whether my SMTP server is working?
  • Why does the SMTP Test Configuration fail?

Symptoms / How to Identify

• Emails are not being sent from the platform.
• Test Configuration fails.
• SMTP connection cannot be established.
• Email notifications are not being delivered.
• SMTP details are configured but email functionality is not working.

Information Required Before Troubleshooting

Before troubleshooting, collect/check the following:

• User account type: Admin / Reseller / Company
• SMTP method: SMTP / POST
• From Email Address
• Username
• Password
• SMTP Host
• Outgoing Port
• SMTP Authentication status
• TLS Authentication status
• Email Verification status
• Error message received during SMTP testing

Troubleshooting Steps

• Log in to your account.
• Go to:
  Settings → General → Users
• Select the relevant account:
  Admin / Reseller / Company
• Navigate to the Email tab.
• Verify that all required SMTP details are correctly filled in.
• Check the following fields:
  • From Email Address
  • Username
  • Password
  • Host
  • Outgoing Port
  • SMTP Authentication
  • TLS Authentication, if required
  • Email Verification
• Use the Test Configuration option to verify the configuration from the platform.
• If the configuration is not working, test the SMTP credentials and server separately using the GMass SMTP Test Tool:
  GMass SMTP Test
  
• If the SMTP test shows the configuration as Invalid, contact the respective email/SMTP service provider and verify:
  • SMTP host
  • Port
  • Username
  • Password
  • Authentication requirements
  • TLS/SSL requirements
• If the SMTP configuration is Valid in the external SMTP test but emails are still not being sent from the platform, contact the Uffizio Technical Support Team for further investigation.

Possible Cause

• SMTP details are missing or incorrect.
• Incorrect SMTP host or outgoing port.
• Incorrect username or password.
• SMTP authentication requirements are not configured correctly.
• TLS authentication is required but not enabled.
• The email provider is rejecting the SMTP connection.
• The SMTP provider has restrictions on sending emails.
• SMTP configuration is valid externally, but the platform is unable to send emails due to a platform-side issue.

Resolution / Action

If SMTP test is Invalid:

Contact the dedicated email/SMTP provider and correct the SMTP configuration or credentials.

If SMTP test is Valid but emails are still not being sent:

Contact the Uffizio Technical Support Team with the SMTP configuration details and the error/test result for further investigation.