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Web Help Desk outgoing mail troubleshooting guide

This article shows how to troubleshoot outgoing mail issues with Web Help Desk

First published date

7/23/2020 5:39 PM

Last published date

7/31/2020 6:06 PM

Overview


There are a lot of possible causes where Web Help Desk is not able to send outgoing emails from tickets. There are also different error messages that shows when this happens. 
Here are some of the errors that might show when a problem like this happens. 
Could not create transport for E-Mail messages: Connection time out connect.

530, "5.7.0", Must issue a STARTTLS command first.

550, "5.4.5", Daily SMTP relay limit exceeded for user

550, "5.7.1", Email quota exceeded.


 

Product section

Web Help Desk

Cause

  • Incorrect outgoing mail credentials
  • Incorrect outgoing mail host information (IP address, hostname, ports used)
  • Connection issues where the Web Help Desk server cannot reach the mail server
  • Port issues (mail server port is blocked either in the Web Help Desk server, network firewall, or from the mail server)
  • Account settings limit (mostly with Microsoft Exchange or Office365)
  • Account permission configuration (send-as permissions)
  • The email address of the recipient is incorrect
  • The domain information of the email recipient is blocked in Web Help Desk

Resolution


Get more information about the problem.
  • Is the problem only happening when sending emails to certain recipients?
  • Is Web Help Desk not able to send out emails to everyone?
  • Are there any error messages in the ticket history?
  • Are there any error messages in the outgoing mail history?

Verify the following items and make sure they are configured correctly.
  • Outgoing mail account is configured to use the correct credentials
  • Outgoing mail settings is configured with the correct host information
  • Ensure that the Web Help Desk server can reach the mail server
  • Perform a telnet test to make sure a connection can be established to the SMTP server with the hostname:port number combination set in the outgoing mail setting.
  • The 400 and 500 series errors are typical SMTP errors. If a specific error is getting thrown from those series, research about the error and reach out to the exchange administrator to adjust the settings on the mail server as needed.