Overview
Weighsoft does not send emails directly. Instead, it generates the email content and passes it to your organization's email server for delivery. This article explains how the process works and what to do if an email marked as "Sent" in Weighsoft is not received by the intended recipient.
Additionally, email sending failures can also occur due to SMTP configuration or authentication errors within Weighsoft, which prevent the email from being handed off to the server.
How Email Sending Works in Weighsoft
Email Generation:
Weighsoft creates the email and hands it off to your email server.Server Validation:
The email server checks the email format and recipient address. If valid, it responds with an "OK" message.Status Update:
Upon receiving the "OK" response, Weighsoft marks the email as Sent.
Troubleshooting: Email Marked as Sent but Not Received
1. Email Not Sent by Your Server
Even if Weighsoft marks the email as sent, your email server may have blocked it due to:
Size Restrictions:
Large emails with attachments (e.g., images or tickets) may exceed the server’s size limits.Spam Filters:
Strict filtering rules may prevent certain emails from being sent.
Action: Contact your IT team to check the outgoing email logs.
Provide the recipient’s email address and the timestamp of the email.
2. Email Not Received by the Customer
Even if your server successfully sends the email, the customer’s server may block or filter it due to:
Size limits.
Spam or domain filtering rules.
Action: Ask the customer to check their spam/junk folder.
If not found, they should contact their IT team to investigate potential filtering or blocking rules.
3. Email Fails to Send Due to SMTP or Authentication Errors
Email sending failures in Weighsoft are often caused by issues with SMTP configuration or authentication errors. These problems can arise due to changes in email provider settings, such as updates to Microsoft/Office 365 accounts, or mismatched SMTP settings.
Common Causes of Email Sending Failures
SMTP Configuration Issues: The SMTP server may not support the authentication method configured in Weighsoft. This can result in errors like "Failed to send email: The SMTP server does not support authentication."
Authentication Errors: Changes to email accounts, such as password resets or updates to Microsoft/Office 365 accounts, can cause authentication failures.
Step-by-Step Troubleshooting Guide
Verify Global Email Settings:
Navigate to the global email settings in Weighsoft (e.g., Administration > Settings > Emails).
Confirm that the SMTP server, authentication method, username, and password (or OAuth credentials for Office 365) are correctly configured.
Check Company-Level Email Settings:
Go to the company-specific email settings (e.g., Administration > Lookups > Companies > Email).
Ensure that each company’s email credentials, as well as "from" and "reply-to" addresses, match the requirements of your email provider.
Update SMTP Settings:
If the error indicates that the SMTP server does not support the configured authentication method, update the SMTP settings to align with your email provider’s supported authentication methods.
Reauthenticate Email Accounts:
For Microsoft/Office 365 accounts, complete the reauthentication process to ensure valid credentials are used. This is especially important after password resets or account changes.
Test Email Functionality:
Send a test email, such as an invoice, to verify successful delivery.
Check the mail run tracker and the email logs (e.g., Administration > Emails) to confirm that no new authentication errors appear.
Additional Tips
Always ensure that your email provider’s settings are up-to-date and compatible with Weighsoft.
Regularly review email logs to proactively identify and address potential issues.
Summary
Weighsoft relies on your email server to send emails.
A "Sent" status in Weighsoft means the email was handed off successfully, not necessarily delivered.
Delivery issues may stem from your server or the recipient’s server.
IT support is essential for investigating email delivery failures.
SMTP configuration and authentication errors within Weighsoft can also prevent emails from being handed off to the server.
Regularly review Weighsoft email logs and settings to proactively identify sending failures.