Cases are not being logged in versaSRS by email

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

1. Logon to the server hosting versaSRS

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

3. Access the versaSRSMailin log file (default path C:\Temp\VersaSRSMailInLog.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 versaSRSMailin 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 the log file shows that email is being processed then send a test Case (clearly labelled Test) in to versaSRS

7. Access versaSRS and confirm that the test Case was successfully logged, you may need wait for a few minutes

8. If the Case was not logged correctly, access the versaSRSMailin log file, search for the test Case, and determine step by step what happened to the test Case

9. If the log file shows an unknown error, 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 log file shows that 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

223 Emails Are Not Being Sent From versaSRS

375 Installation & Configuration for versaSRSServiceMonitor

376 Service Failure Alerts

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

531 MailOut Error - Priority Settings

541 SMTP protocol error - Insufficient system resources

583 Services Showing Out of Sync

586 versaSRSMailIn Issue: The request failed. Unable to connect to the remote server

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