This article assumes the recipient's email address is correct and that emails are sending in general. If you have issues with all emails not sending, you will need to ensure the notification service is running as expected.
If a specific email is not reaching the recipient, follow these steps to help identify why.
In the Admin Tool, click Message Log.
Filter the results using the Display Messages Between date pickers.
Locate the message using the To column - this details the recipient.
Scroll sideways to the Server Message column. This details the error.
If you cannot read the error in full, then double-click the message to identify the Notification Log Number.
Create an export using the following query on the SelectSystem Database, replacing yournumber with the Notification Log Number:
Select Batch.[Message Log].[Message Job Log Number], Batch.[Message Log].[Server Message] From Batch.[Message Log] Where Batch.[Message Log].[Message Job Log Number] = 'yournumber'
Select the Server Message or export this to read the full error.
Common errors
Error | Explanation | Suggested fix |
The specified string is not in the form required for a subject | The subject for the email may contain line breaks. | Open the email message in the workflow and remove any trailing line breaks. |
System.Net.Mail.SmtpFailedRecipientException: Mailbox unavailable. The server response was: 5.7.1 Unable to relay | The user's inbox may be full. | Ensure the User clears enough space to allow the email (in Outlook click File - Check the Storage under Mailbox settings) |
Source:System | One of the recipients is outside your domain. | The exchange will need to be configured to allow relaying to external domains |
Source:System MessageError in processing. The server response was: domain not found (not relaying for <Your Server's IP>) Stack Trace: as System.Net.Mail.RecipientCommand.... | The mail server is unable to relay the message to a recipient's domain. | Ensure your Mail server is set up to allow relaying for the domain in the recipient's list. |
error 4.3.1 Insufficient system resources | The mail server is reaching its storage or memory resource limit. | Ensure your mail server has sufficient storage space and memory. |