Mail isn't working

DMcGuire · **Mail isn't working -** 21-08-2007, 03:09 PM

We've had SupportSuite for a few months now, and over the last week or two (we don't know how long, due to lack of use) we've lost the ability to email from SupportSuite.

I know email works from the IIS server, because we have other people hosted there and they work, and I did a basic mail() PHP page and that worked.

Where can I look to see if it is sending, and where to test settings for mail transmission?

craigbrass · 21-08-2007, 04:08 PM

There isn't really a testing tool (one would be handy tho) to test the mail settings. I suggest you submit a ticket (http://members.kayako.net -> "Get Support") so that one of the techs can trace the issue.

DMcGuire · 21-08-2007, 05:08 PM

Well, here's a little surprise...

I go to "SMTP Settings" in Settings > CPU Optimization & Server, and try to avoid using SMTP settings (letting it default to PHP) and then Update Settings, it doesn't really save the settings. Next time I load the page, it's back to using SMTP.

Very curious...

craigbrass · 21-08-2007, 06:02 PM

If you submit a ticket, they should be able to sort that too.

supportskins · 21-08-2007, 10:22 PM

Do you have any cache supporting softwares installed on your server?

DMcGuire · 22-08-2007, 02:44 PM

Quote:

Originally Posted by craigbrass

If you submit a ticket, they should be able to sort that too.

I can see all the tickets I have assigned to me, that's not a problem. I'm just never told of them.

DMcGuire · 22-08-2007, 02:47 PM

Quote:

Originally Posted by supportskins

Do you have any cache supporting softwares installed on your server?

Meaning is it saved in cache? Technically, it shouldn't be saved. Also, when I click "refresh" in the browser, it shows as saved, but if I go to another page (I clicked on Settings, then CPU Optimization and Server), it's right back to the SMTP settings it had originally.

craigbrass · 22-08-2007, 02:49 PM

No, he means a server caching technology like php Accelerator.

DMcGuire · 22-08-2007, 03:01 PM

Oh. No, no accelerators. Only thing we have on the server is Zend Optimizer 3.3.0

craigbrass · 22-08-2007, 03:12 PM

Hmm. I advise you submit the ticket I suggested. The techs should be able to trace the issue.

ScottGBlood · 22-08-2007, 03:23 PM

Quote:

Originally Posted by DMcGuire

Meaning is it saved in cache? Technically, it shouldn't be saved. Also, when I click "refresh" in the browser, it shows as saved, but if I go to another page (I clicked on Settings, then CPU Optimization and Server), it's right back to the SMTP settings it had originally.

We had a small issue of settings looking like they haven't updated due to our load balancers, but we simply told them to ignore the kayako support system and everything works ok now.

Regards

DMcGuire · 22-08-2007, 05:16 PM

Quote:

Originally Posted by craigbrass

Hmm. I advise you submit the ticket I suggested. The techs should be able to trace the issue.

I've done that, but they've gone down the wrong path. They think it's the POP3 settings. I had to lead them directly to the location to test from and how to duplicate the issues.

DMcGuire · 22-08-2007, 05:20 PM

Quote:

Originally Posted by ScottGBlood

We had a small issue of settings looking like they haven't updated due to our load balancers, but we simply told them to ignore the kayako support system and everything works ok now.

Regards

We're a lot simpler than that... no load balancing.

DMcGuire · 24-08-2007, 03:35 PM

Status update:

They looked at the "real" issue. Here's what they found:

Quote:

Invalid parser log entry. Make sure that the parser log entry exists in the database and has not been deleted.

Got a reply from Kayako to give them FTP access and "database access" to the server. Took me a few hours to figure out what "database access" is, but I think we got that squared away.

Let's see how this turns out...

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craigbrass Offline Senior Member Posts: 5,326 Join Date: Jun 2005 Location: Cumbria, UK	21-08-2007, 04:08 PM There isn't really a testing tool (one would be handy tho) to test the mail settings. I suggest you submit a ticket (http://members.kayako.net -> "Get Support") so that one of the techs can trace the issue. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

DMcGuire Offline New Member Posts: 8 Join Date: Jul 2007	21-08-2007, 05:08 PM Well, here's a little surprise... I go to "SMTP Settings" in Settings > CPU Optimization & Server, and try to avoid using SMTP settings (letting it default to PHP) and then Update Settings, it doesn't really save the settings. Next time I load the page, it's back to using SMTP. Very curious...

craigbrass Offline Senior Member Posts: 5,326 Join Date: Jun 2005 Location: Cumbria, UK	21-08-2007, 06:02 PM If you submit a ticket, they should be able to sort that too. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

supportskins Offline Senior Member Posts: 3,536 Join Date: Aug 2006 Location: Mumbai, India	21-08-2007, 10:22 PM Do you have any cache supporting softwares installed on your server? Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/

craigbrass Offline Senior Member Posts: 5,326 Join Date: Jun 2005 Location: Cumbria, UK	22-08-2007, 02:49 PM No, he means a server caching technology like php Accelerator. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

DMcGuire Offline New Member Posts: 8 Join Date: Jul 2007	22-08-2007, 03:01 PM Oh. No, no accelerators. Only thing we have on the server is Zend Optimizer 3.3.0

craigbrass Offline Senior Member Posts: 5,326 Join Date: Jun 2005 Location: Cumbria, UK	22-08-2007, 03:12 PM Hmm. I advise you submit the ticket I suggested. The techs should be able to trace the issue. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger