Troubleshooting: Users outside network not receiving forwarded reports
Symptoms
Users and customers outside your network are not receiving automatically forwarded reports.
Possible solutions
- If only certain users are not receiving the reports, but others are, verify that
report options are set correctly for those users, by performing these actions:
- On the Background Task Definitions form, click .
- For the report and user you are checking, verify that the Email Notification option is set to
.
If Attach Report is set to , you must also set Email Notification to .
- If no users outside your network are getting the reports, verify that the
Exchange Server through which the system routes email is set to relay email,
by
performing these actions:
- Open the Intranets form, Reports/TaskMan tab, and make note of
the contents in these fields:
- SMTP Server
- SMTP Server Port
- SMTP From Email
- Click .
- In the Open field, specify
cmd, and then click .
The system displays a Windows Command Prompt window.
- At the command prompt, enter this command: telnet
- At the Microsoft Telnet command prompt, enter this command: set localecho
- At the prompt, enter one of these commands: o
SMTPserver
SMTPport or open
SMTPserver
SMTPport,
where:
- SMTPserver is the name of the SMTP server you collected from the SMTP Server field
- SMTPport is the port number you collected from the SMTP Server Port field in Step 1.
- At the SMTP server prompt, enter the command: hello
On some systems, this command might vary; for instance, you might have to enter the command as HELO or some other variation. The SMTP server responds with a message that ends with
Hello
, followed by the IP address. - Enter the command: mail from:<SMTPfrom>
where SMTPfrom is the email address you collected from the SMTP From Email field in Step 1.
The SMTP server responds with a message ending in
...Sender OK
. - Enter the command: rcpt
to:<recipient_email>
where recipient_email is the email address of the user you are trying to relay the reports to.
- If the SMTP Exchange server is not set up to relay email, the
server displays a message similar to this:
550 5.7.1 Unable to relay for recipient_email
If you see this type of message, configure your SMTP Exchange server to relay the email. For the procedure, see your Exchange server documentation.
- If the SMTP Exchange server is set up to relay email, the server
displays a message similar to this:
250 2.1.5 recipient_email
If you see this type of message, continue with the next step.
- If the SMTP Exchange server is not set up to relay email, the
server displays a message similar to this:
- Enter the command: data
- Type a test message to send to the recipient.
- When you are finished with your message, press the
This terminates the message and queues it for sending.
key, followed by a period (
), followed by the
key again.
- To exit the SMTP server session, type quit, followed by any other key press.
- To exit the Microsoft Telnet session, type quit
- To exit the command prompt window, type: exit
- Confirm with the recipient that the test message was received.
- Open the Intranets form, Reports/TaskMan tab, and make note of
the contents in these fields: