SMTP Troubleshooting

Kellen Fields
Kellen Fields
  • Updated

Author: Kellen Fields

Date: September 1, 2023

Audience: Everyone

Problem/Summary:

Sometimes, customers do not receive certain or all emails from Jama Connect. Here are some steps you can take to troubleshoot those issues.

Troubleshooting Guide:
General Configuration:

First, it is important to rule out any misconfiguration within the Jama Connect Root menu. You can verify by logging in as root and navigating to System Properties > General Properties
Screenshot 2023-09-01 at 10.19.41 AM.png
You can use the 'Test Email' button to test whether the configuration is correct. It is essential that SMTP is enabled, there is a valid "From" address, and the SMTP host resolves correctly.


Next, we want to review logging for more information. Failed emails will be reported in the contour.log. Such as: '0 emails were sent successfully, and one (1) email(s) failed to be sent

Screenshot 2023-09-01 at 10.26.48 AM.png

Many times, the messages we receive are not descriptive enough. They may lack details or context, leaving us unsure of their intended meaning.


2022-08-23 14:46:21,468 INFO QuartzScheduler_Worker-82 jamadev [com.jamasoftware.contour.service.impl.NotificationServiceImpl] - 0 email(s) were sent successfully and 1 email(s) failed to be sent. Turn on debug to see per-email errors.In the event of that, we can turn on more robust logging.

To obtain additional details, we can enable more extensive logging. 
More Robust Logging:

In the logging section of the root admin page, two packages can be helpful to add and set as DEBUG:
com.jamasoftware.contour.service.impl.MailServiceImpl
com.jamasoftware.contour.service.impl.NotificationServiceImpl
You may have to add these packages manually. Screenshot 2023-09-01 at 10.29.49 AM.png

With these packages enabled we will have much more insight into why these are failing. Including, in some cases, certain status codes which you can cross-reference with a guide such as: https://www.mailersend.com/blog/smtp-codes

Additional Steps:

If nothing is useful in the logging, we will have to dig more. There are a few places to continue checking. The first is /var/log/mail.log on the application server, but that is not always true. The second is on the database itself with the email table.

For example you can use SELECT * FROM email WHERE status != "sent"; to show the status of emails that aren't showing as status 'sent' to see if the failed or are pending.

 

 

 

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