Emails are not being sent from versaSRS

NOTE: The versaSRSMailOut service handles outgoing emails. Clarification with the User that reported the problem may be required to determine how many Users and teams are affected.

1. Log on to the server hosting versaSRS

2. Access the Windows Services application (Control Panel > Administrative Tools > Services) and ensure that the versaSRSMailOut Service is running. If it is not running start the versaSRSMailOut Service

3. Access the versaSRSMailOut log file (default path C:\Temp\VersaSRSMailOutLog.txt) and scroll to the end to check for error messages (takes roughly 4 minutes to update if the Service was just started). If the error contains '401: Unauthorized' the credentials set for the account are incorrect. Consult this article to confirm you have configured the account(s) correctly.

4. If the log file shows that no email is being processed and shows an unknown error, restart the versaSRSMailOut Service and wait for the log file to update (wait approx. 4 minutes for update)

5. If there is still no email being processed and the error message is still showing in the log file after the restart, raise a new Case with the appropriate Support Team, include all findings from the above steps

6. If there is no error and email appears to be processing, then go to a Case and send a test email from that Case to an external email address (e.g. your email address)

7. Wait for a few minutes to confirm if the test email was received. If the test email was not received access the versaSRSMailOut log file, search for the test email, and determine step by step what happened to it

8. If the log file does not show an error for the test email and shows that the message was to be sent, then this indicates that it is not a versaSRS issue and it would need to be escalated to the appropriate team to investigate the issue at the Exchange level

9. If the log file shows an unknown error for the test email, make a copy of the log file and raise a new Case with the appropriate Support Team, include the copy of the log file and all findings from the above steps

10. If there are no errors and the email is being processed, inform the User and take the appropriate steps to close the Case

140 Email not being Received or Sent by versaSRS

224 Cases Are Not Being Logged in versaSRS by Email

375 Installation & Configuration for versaSRSServiceMonitor

376 Service Failure Alerts

377 versaSRS Mail Services not working and log files not being written

411 SMTP Error SendAs Denied

531 MailOut Error - Priority Settings

541 SMTP protocol error - Insufficient system resources

583 Services Showing Out of Sync

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