The article is relevant to you if any of the following are true:
- If you failed to receive the test message in Configuration->General->SMTP Settings
- If a user tried to send a message to a mailbox and it did not arrive
- If your Архива's status report did not arrive
Incorrect SMTP Client Settings
In Configuration->Connections, ensure that an SMTP Client Connection has been added and configured correctly:
- Username, email address and password fields must all be specified
- Email address must correspond with the username entered
- Username field must refer to a user with sufficient privileges to send emails on behalf of other users. Usually, this user would need to be an administrator.
Communications Problem
There may be a networking issue or firewall blocking the communications between Архива and the mail server.
On the Архива server, drop to the command prompt and telnet to port 25 on the Exchange server. If no reply is received there is a networking issue.
Connection Security Mismatch
For Архива to communicate with your mail server, it needs to share the same connection security. For example, if you mail server only accepts TLS communications and your connection mode is set to plaintext only, obviously an error will be outputted. To resolve, you need to switch the SMTP connection mode settings to TLS in Архива.
Authentication Method Mismatch
The authentication method must be set to one that is supported by your mail server. Your mail server must at the very least be configured for either basic or integrated Windows authentication.
Ensure that your mail server will accept integrated Windows authentication (Exchange) or basic authentication and specify "username@company.com" or "username" in the username field.
Exchange users: In the Exchange Manager application, enable both basic and integrated authentication. In Архива's SMTP client settings, in the username field enter in the form user@company.com.
Note: We often get cases, where's the customer's SMP server inside Exchange is configured such that there are no authentication methods enabled. Please ensure that either basic or integrated authentication is enabled, or both.
Further Debugging
If the above resolutions are not applicable, please temporarily disable archiving, enable Troubleshoot logging in Configuration->Logs, perform a Test Connection in the SMTP Client Connection. Examine the log file to see the communications between Архива and the mail server. Usually, the SMTP commands and error codes are displayed in the log file. It should give you an indication of why Архива is unable to send the mail.
Emails Go Missing Due To Exchange Deduplication
Some version of Microsoft Exchange are particularly aggressive at deduplicating messages sent to it. That is, if there is already an equivalent email present in the Exchange server,
Exchange will recognize it as a duplicate. When it does this, it accepts the message and disregards it. The user is left thinking that the message was never sent, when in fact it was.
The resolution is switch the send strategy in the SMTP Client Connection settings to "send as attachment".