Troubleshooting Email Delivery

Professional Version Only


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The vast majority of email issues can be traced back to an incorrect email profile.  When you send email, the profile you use tells MemberTies what server to use, how to log in, how to authenticate, and how to send.  If anything is wrong, your mail server, not MemberTies, will reject the message.

When an error occurs, the system may or may not know whether it got anything back from your mail server.  Sometimes it will prompt you to open a log file after sending mail, and when you accept, the log file will be empty.  This is because the message(s) returned by the server was blank or "null".

Basic Checks

Here is a list of the most common mistakes we see:

Did not click the Test button on the Email Profile window to test the SMTP or POP3 settings.  If the test fails, it will be impossible to send email.
Set a user name/password for SMTP and/or POP3, but left authentication at "No Authentication". That essentially tells MemberTies to send the login information, but that the server should ignore it. Sometimes this is the correct setting, but rarely.
Used the MemberTies user name and password instead of the user name and password provided by your Internet Service Provider for your mail server.
Set the "From" and/or "Reply To" values on the email profile to normal names, rather than email addresses.  i.e., used "John Smith" instead of jsmith@myemail.com
Enabled SSL Security when the mail server doesn't use it.

Most ISPs will have a website with a support area that provides the information you need to create a valid email profile.  They will provide the SMTP and POP3 server names, the ports to use, whether to use SSL and StartTLS, etc.

'The best way to troubleshoot other email errors is to turn on the Send Mail Log, which will record every communication to and from the mail server.  You should only use this for troubleshooting, because the logged data may include your username and password, and potentially other details that shouldn't be left laying about.

Enabling/Using the Log

1On the Settings tab of the Email window, select the Enable Log checkbox.  A message will be displayed indicating where the log file will be stored.  The log file will normally be called "mtemail_log.txt".
2Send a test email message.
3After sending completes, return to the Settings tab, and click the icon next to the Enable Log checkbox. This will open a dialog so you can select the mtemail_log.txt file to view.

 Note: If your computer does not know how to open .log files, nothing will happen.  In that case, click the icon again, and when the Choose File dialog opens, right-click the file and choose Open With, and then pick Notepad or your favorite text editor.

4Review the log.  Typically you will see an entry that tells you what is wrong. For example, when the user name/password provided on the profile wasn't right, this message appeared in our testing (your server may respond differently)

11:29:59 [Connecting to server mail.myrro.com at port 110]

11:29:59 [Using regular POP3 authentication]

11:29:59 [Sending UserName]

11:29:59 [Sending Password]

11:30:04 [Error: Negative or void server response]

11:30:04 [Server responded: -ERR Login failed.\r\n]

11:30:04 [Possible error reason: incorrect UserName and/or Password]

11:30:04 [Error: Connection failure]

 

 This message sequence makes it clear that the user name/password combination we provided to log in to the mail server was incorrect.

If none of the above helps, send an email to support@myrro.com with a copy of the email log and a screen shot of your email profile, and we'll try to help.