Troubleshooting Mail Server Settings and Errors

Owned by Vincent Josset
Last updated: Oct 29, 2024
2 min read

Overview

When users are having issues with system emails,  users will have to contact their IT team or mail server administrator.  This article provides details on how to test mail server settings to be used in the Softrip applications.

Testing

  1. Use the mail tester here (right-click, Save As):
    https://download.softrip.com/download/stn/MailTester.zip

  2. Fill in the current mail server settings (authentication account, server, port, etc.)

  3. Send yourself a test message

  4. Review the result (success or failure) with your mail server administrator to find the root cause of the issue.

Resolutions

  1. If testing reveals that a mail server setting is incorrect, or the authentication account is the wrong one, you can update those settings in the "Security" subsystem, under "System Settings - Mail Server Settings".

  2. If testing reveals that the mail server settings are correct, but the mail server is rejecting the mail for another reason, your mail server administrator will have to check the mail server logs to find out why the messages are being rejected.

Mail Server Requirements

  • Softrip uses a single account for authentication on your mail server. This account must have permission to send as any email account, to any email account. This includes email accounts on other domains.

  • Softrip can use any TCP port and mail server address, and support SSL/TLS over SMTP as well.

Office 365 Setup

If you are using Office 365, you need to set each internal user email account to allow the single Softrip authentication account to send as them.
For example, you have a user "joe@domain.com", and your Softrip authentication account is "softrip@domain.com".
Steps to allow "softrip@domain.com" to send as "joe@domain.com":

 

  • Log in to Office 365 with an admin account

  • Administration

 

 

  • Users - Active Users

 

 

 

  • Mail Settings - Mailbox Permissions

 

 

This setting will not allow Softrip to send as any user to any recipient, but it will allow the Softrip authentication account to send as any internal user to any email.