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Problems sending or receiving email or alerts

I have specified email settings for FastMaint but am getting errors when I try to send or receive email or alerts.

FastMaint can send out work orders as email messages/ text messages to each person associated with a work order. When the technicians send back a reply updating the work order, FastMaint can receive these updates (Email on main window/ Administration tab on Home page) and try to process them. FastMaint will also use this email account for sending alerts. If you enter their SMS/ text gateway address (check with your mobile phone provider for these addresses) instead of an email address in the email address field on the person form, email can be sent as text messages to them.

The email account setting should contain email account information of an email account that FastMaint can use to receive email (via POP3 protocol) and send email (via SMTP protocol). It should not be someone else’s email account information. It is best that you create a new email account only for FastMaint’s use.

Avoid using Office 365 or Outlook.com email accounts for FastMaint. The email account may work for some time and then stop working reliably due to settings updates made on their servers. Making the account work again can be a hit or miss experience.

If your company will not allow you to use the POP3 & SMTP protocols to communicate with their email server, you may want to consider getting a free email account (e.g. GMail, Yahoo, etc.) to use with FastMaint. If you decide to do this, do an Internet search for the correct POP3 & SMTP settings to use for the free email account (server, ports, etc.).  Make sure to allow access by third-party apps (like FastMaint) in the settings for the free email accounts.
Note: For GMail accounts you may also need to setup an app password for third-party apps like FastMaint.

Review the detailed error message shown by FastMaint. It can be rather long – but if you go to the end of the message you can usually see a more friendly message. Your email server may require an encrypted connection over SSL. Most email systems use port 995 for the secure POP3 port and port 465 for the secure SMTP port. Microsoft Exchange and Outlook.com usually require you to use SMTP on port 587 with TLS. If you are not sure what to use check with your email system administrator.

         If you keep getting un-explainable email errors, test using Microsoft Outlook Express/ Mozilla Thunderbird or a similar email client configured to use POP3 & SMTP with the email account details to confirm that your email server is handling the POP3 & SMTP protocols correctly. Run these tests on the computer running FastMaint OR the server hosting the FastMaint Web application to confirm that domain/ firewall issues are not causing these problems.

Using Microsoft Exchange server as your email server?

It may require some configuration of your Exchange server to allow SMTP relaying or handle DNS lookups. Also it is possible that the user name & password do not match the domain user name & password. Check the error message. If it has something like “Command is not valid in this state” it usually means that MS Exchange requires an encrypted connection usually over SSL – so try the ports mentioned above.

The following articles may be helpful:

SMTP 550 mailbox unavailable errors:

DNS query responses do not travel through a firewall:

Sending external email error: 5.1.1 User unknown (scroll down for troubleshooting info):

Setup Microsoft Exchange 2013 – POP3 and IMAP4:

Setup Microsoft Exchange 2007 – POP3 and IMAP4:

Troubleshooting – Enabling Protocol Logging In Microsoft Exchange:

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