Automatic Emails Are Not Being Sent
Updated on Apr 22, 2023 5 minutes to readOverview
In the context of the Every8.Cloud platform, there are two types of automatic emails: emails sent directly by the platform and emails sent by apps.
The main types of emails sent by the Every8.Cloud platform include:
- Automatic email after user account creation (Welcome email)
- Emails with a code for two-factor authentication
- Emails with a link for changing the user's password
- Emails sent upon detection of critical errors in the system log.
Application-type emails refer to emails sent by the triggers configured in the apps installed in the account.
Application-type emails, in turn, are divided into:
- Emails sent directly by the application (trigger configured by the application vendor during development)
- Emails sent by user-configured triggers at the user level, also known as the Implementation Layer.
Possible Causes for Emails Sent by the Platform
With rare exceptions, all system emails use the default email profile, which can be configured in the Control Panel. To ensure that the email profile is configured and selected as the email profile for sending system notifications, navigate to Control Panel -> Settings -> Modules and scroll down to the Notification email section.
In the Profile field, the email profile to be used for sending automatic emails should be selected. In most cases, this is a public email profile (not linked to any user accounts). If security policies do not allow you to use such profiles, it can be any user email profile.
If the email profile is selected, ensure that the integration with the email server is still active.
In some cases, the integration may be deactivated by the email provider (if not used for a certain period) or for other reasons (password change, protocol change, etc.). If a test email cannot be sent, go to the email profile settings and reconfigure the integration with the email system.
The System log uses a different email profile setting, but the troubleshooting process is the same as for the main email profile used by the platform.
Possible Causes for Emails Sent by Apps
As previously mentioned, emails sent by apps are divided into:
- Emails sent directly by the app (trigger configured by the app vendor during development)
- Emails sent by user-configured triggers at the user level, also known as the Implementation Layer.
The first type of emails always uses the default email profile. The troubleshooting process is similar to the process described for emails sent by the platform. The second type of emails is configured at the user level, in the so-called Implementation Layer. Open the app settings and select the Triggers section.
Find the non-working trigger and enter edit mode.
In the Associated Task tab, check if the Sender and the Email account fields are filled in. If these fields are not populated, the email will be sent using the default email profile.
Otherwise, make sure the selected email profile is still working.
To verify this, return to the Control Panel and go to the Email settings -> Profiles section. Find the desired email profile and ensure its functionality by using the Send test email feature. If the test email cannot be sent, the integration may have been deactivated by the provider or the mailbox settings have been changed. Disable the email profile and reconnect it.
In rare cases, it may be necessary to delete the mail profile and create a new one. Before deleting, make sure you have the entire list of triggers in which this profile was used, as deleting the mail profile will remove it from all triggers.