What to do if an email does not arrive
When an email does not arrive, CAPPS almost always tells you why: in the error message, in the document's history and, for automatic sending, through an alert email to the branch.
Check first
Open the document and look at its history. “Email sent automatically to the customer's address.” or “Document sent by email to …” means that the email did go out, and to which address; “Automatic email sending failed (…)” or “Automatic sending not done: customer has no email.” means the opposite.
Check the address on the customer record: an empty or misspelled address prevents automatic sending.
Run a test from the MAIL tab (see Test the email configuration) and read the message you get.
Understand the error message
| The message starts with | Cause and solution |
|---|---|
| “Authentication error: SMTP credentials refused.” | Username or password refused. Enter them again in the MAIL tab. Gmail, Yahoo or Office 365 often require an “app password” rather than the account password. |
| “TLS/SSL error: unable to establish an encrypted connection with the server.” | Port and security do not match. Use the port given by your provider (587 for STARTTLS, 465 for SSL/TLS) and leave security on Auto (recommended). |
| “Network/DNS error: unable to reach the SMTP server” | Wrong host name or port, or access blocked by a firewall. Check the SMTP Host (Server) and the Port. |
| “Timeout while connecting to the SMTP server.” | The server is not responding. Try again later, then check the host and port. |
| “Invalid email address (recipient or copy)” | Correct the customer's address or an address in copy. |
| “Recipient address refused by the server” | The customer's address is unknown: ask the customer to confirm it. |
| “Message refused by the recipient's server” | Invalid address, unauthorized domain (SPF/DKIM) or rejected content. For your own domain, ask your provider to check its SPF/DKIM settings, or switch back to the CAPPS server. |
| “Temporary refusal by the server” | Sending limit or temporary anti-spam check; CAPPS has already retried. Resend the email a little later. |
If saving the server is refused
Enter the SMTP password: the server or the username has changed.: enter the password again; CAPPS does not reuse the old one for another server. “Invalid SMTP port “…”: integer from 1 to 65535.”: correct the port. See Configure the email sending server.
The automatic sending failure alert
When an automatic sending fails, the Shared receiving email address (REPORTS tab of Company preferences) receives an “Email sending failed” email. It shows the document, the Intended recipient, the Reason and an Incident reference to give to CAPPS support if needed.
Fill in the Shared receiving email address: without it, you receive neither the failure alerts nor the test emails of your templates.
Resend the document
Once the cause is fixed, resend the document from its screen with Send email to customer (see Preview, print and send a document). A sending failure does not change the validated document.