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Code42 Support

External mail server not sending emails

Available in:

StandardPremiumEnterprise
Small Business
Applies to:

Overview

If the Code42 server is unable to connect to the configured external mail server, test emails, alerts, and notifications cannot be sent. This article explains how to diagnose the issue, and how to update your mail server settings.

Before you begin

You should know the host address, username, password, and any other settings necessary to use your organization's mail server.

Diagnosing

Verify that your mail server's configuration in the authority server is correct, and check your connection to the mail server:

  1. Sign in to the administration console.
  2. Go to Settings > Server > Email.
  3. Check the mail server settings, and validate that the following settings are correct:
    • Host
    • Username
    • Password
    • SSL
  4. Verify that the From address is the email address for the user in the Username field. If they do not match, email is not sent.
  5. Verify that the mail server is powered on.
  6. Validate the mail server's network configuration.
  7. Check the status of the mail daemon or process running on the mail server.
  8. Check network connectivity to the LAN and WAN addresses of the mail server to verify that the external mail server is reachable from the authority server.
  9. Select action menu > Send Test Email.
  10. Enter the email address for your administrator account.
  11. Click Send Test.
    A test email is sent to your administrator account.

If the email is not received within several minutes of sending the test email, follow the recommended solution for your mail server configuration below.

Recommended solutions

Use the steps below that match the configuration of your external mail server.

Basic SSL

Most mail servers, such as Gmail, use basic Secure Sockets Layer (SSL). The Code42 server supports SSL protocols over ports 25 or 465. If you have SSL enabled for your mail server, add the port number used by your mail server:

  1. Sign in to the administration console.
  2. Go to Settings > Server > Email.
  3. Specify the port in the Host field:
    Example: smtp.mymailserver.com:465
  4. Verify that SSL is selected.
  5. Click Save.
  6. Select action menu > Send Test Email.
  7. Enter the email address for your administrator account.
  8. Click Send Test.
    A test email is sent to your administrator account.

Transport layer security (TLS)

Some mail servers, such as Office 365, use TLS. If the protocol required by your external mail server uses TLS, add the port number used by your mail server. (By default, the port number is 587.) Use the steps below to enable and configure TLS:

  1. Sign in to the administration console.
  2. Go to Settings > Server > Email.
  3. Deselect the SSL option.
  4. Specify the port in the Host field:
    Example: smtp.mymailserver.com:587
  5. Specify the Username and Password for your mail server
  6. Click Save.
  7. Double-click the logo in the upper-left corner of the administration console.
    The command-line interface appears.
  8. Enter the following command: prop.set mail.smtp.starttls.enable true save
    The interface responds with: The system property has been set.
  9. Enter the following command to restart the Code42 server: node.restart
    The Code42 server restarts, and you are signed out of the administration console.
  10. Sign in to the administration console.
  11. Go to Settings > Server > Email.
  12. Select action menu > Send Test Email.
    A test email is sent to your administrator account.