Why Are Participants Not Receiving Emails Sent from an AgilePoint Process?

Symptoms

The e-mails sent from an AgilePoint NX process are not received.

Good to Know

  • This issue can have more than one cause.

Incorrect SMTP Server Configuration

Cause

The SMTP Server configuration is incorrect. The notification log contains the following error message:

The remote name could not be resolved: '[xxx]'.

To find this notification, in Manage Center navigate to the Notifications section. Find the notification by the process template. If the Log column contains an error message, move the pointer over the message to display the detailed message.

Resolution

  1. On the AgilePoint Server machine, in Windows Explorer, right-click the file (AgilePoint Server installation folder) C:\Program Files\AgilePoint\AgilePoint Server \WCFConfigurationUtility.exe, and click Run as Administrator.
  2. On the AgilePoint Server Manager screen, in the left pane, select your AgilePoint Server instance.
  3. Click Open Server Configuration Open Server Configuration icon.
  4. On the System tab, in the Notification area, validate the SMTP Server declaration, and then test the configuration using the Test button.
  5. After modifying the SMTP Server value, recycle AgilePoint Server. Do one of the following:
    • For AgilePoint Server running in IIS mode, reset IIS.
    • For AgilePoint Server running in Windows Service mode:
      1. Stop IIS.
      2. Restart the Windows service for the AgilePoint Server instance.
      3. Start IIS.

SMTP Configuration Not Recognized

Cause

AgilePoint Server doesn't recognize the SMTP configuration, although the SMTP configuration in the AgilePoint Server Configuration is correct.

Resolution

  1. Find the most recent AgilePoint Server log from AgilePoint Server to display the SMTP Server name that the service is running on.

    For more information, refer to Where Are the AgilePoint NX OnPremises Logs?

  2. If the value is not correct, recycle AgilePoint Server. Do one of the following:
    • For AgilePoint Server running in IIS mode, reset IIS.
    • For AgilePoint Server running in Windows Service mode:
      1. Stop IIS.
      2. Restart the Windows service for the AgilePoint Server instance.
      3. Start IIS.

The SMTP Server value is recorded in AgilePoint Server log. The following example displays a portion of AgilePoint Server log:

2013-01-09 16:50:55.294 >>> Configuration >>>
        
        Home Directory = (AgilePoint Server installation folder)
          C:\Program Files\AgilePoint\AgilePoint Server
        
        Database Vendor = MSSQLDatabase
        Domain Name = LDAP://DEMO3, , Check Backslash=True
        System User = aps
        Default Locale = en-US
        Smtp Server = demo3
        Sender E-mail Address = administrator@tusca.com
        System User E-mail Address = administrator@tusca.com
        E-mail Encoding = System.Text.UTF8Encoding
        E-mail Format = Html
        Send E-mail Separately = False
        Work Hour = starts at 9 and ends at 17
        Query on Archive Database=False
        Initial CPU Usage=50%
        Maximum Retry for failed e-mail notification=32
        Maximum Process Instances in cache=Unlimited
        Trusted authorization=True
        Weekdays = Monday,Tuesday,Wednesday,Thursday,Friday
        Process Swapping = 5(minutes)

Invalid E-mail Address

Cause

The e-mail address specified in the To or Cc field doesn't exist for the user associated. The notification section log displays the following error:

The Specified string is not the form required for an e-mail address.

Resolution

  1. Open the Manage Center, and then navigate to the Users page.
  2. If the user doesn't have an email address associated, click the Edit tab to provide a valid e-mail address.