Help & DocumentationDeployment & Configuration Troubleshooting Metric InsightsTroubleshooting E-mail Connectivity - Receiving E-mail

Troubleshooting E-mail Connectivity - Receiving E-mail

Once you have email up and running you might run into a situation where emails sent to the system by users are not showing up. This article gives some tips on how to troubleshoot email issues if this occurs.

1. Check email log files

If you have access to Metric Insights application server then you can check the system logs for any errors.

  1. View the contents of /var/mail/root. This file contains information on emails that the system had trouble with.

2. Checklist of common items

Verify your settings. Common things to look for

  1. Are you using SSL or TLS encryption? Value for RECV_MAIL_SSL
  2. Are you using the correct port for listening? Value for RECV_MAIL_PORT
  3. Are there any firewall rules preventing the Metric Insights server from contacting your email server's pop listening port?

 

3. Check Status Monitor screen for Receiving Email

The Status Monitor screen provides information on your system such as usage and errors. If you have errors in your email setup then the Status Monitor provides information on that.

3.1. Status Monitor via Admin menu

Select Status Monitor from Admin menu

3.2. Status Monitor for Receiving Email error

The Status Monitor displays error information for your email setup.

  1. Each time you refresh this page, the system attempts to connect to the email server. If an error occurs then it displays here.
  2. You can also send a test email from this screen 

3.3. Email error and possible causes

The following is a list of email errors with possible causes

1. read failed - connection closed?

Error encountered when Receiving mail: read failed - connection closed? Check setting of RECV_MAIL_ variables in /var/www/iv/engine/config/const.php.

Cause: Incorrect value for RECV_MAIL_SSL

 

2. cannot connect to host; error = Connection timed out (errno = 110 )

Error encountered when Receiving mail: cannot connect to host; error = Connection timed out (errno = 110 ) Check setting of RECV_MAIL_ variables in /var/www/iv/engine/config/const.php.

Cause: Incorrect values for RECV_MAIL_SERVER, RECV_MAIL_PORT

At machine confirm that you have connectivity to the email server. For example, use telnet to test

[root@MetricInsights-Centos-64-bit ~]# telnet pop.gmail.com 995
Trying 74.125.25.108...
Connected to smtp.gmail.com.
Escape character is '^]'.
Connected to pop.gmail.com.

Upon successful telnet connection, then exit via "control ]" keys followed by "quit"

^]
telnet> quit
Connection closed.
[root@MetricInsights-Centos-64-bit ~]# 

 

3. cannot connect to host; error = (errno = 0 )

Error encountered when Receiving mail: cannot connect to host; error = (errno = 0 ) Check setting of RECV_MAIL_ variables in /var/www/iv/engine/config/const.php.

Cause: Incorrect values for RECV_MAIL_SERVER, RECV_MAIL_PORT

 

4. last request failed

Error encountered when Receiving mail: last request failed Check setting of RECV_MAIL_ variables in /var/www/iv/engine/config/const.php.

Cause: Incorrect value for RECV_MAIL_LOGIN, RECV_MAIL_PASSWORD

 

5. Last request failed. Authentication failed

Error encountered when Receiving mail: Last request failed. Authentication failed. Check setting of RECV_MAIL_ variables in /var/www/iv/engine/config/const.php.

Cause: Incorrect value for RECV_MAIL_LOGIN, RECV_MAIL_PASSWORD

 

6. No specific error information supplied.

Error encountered when Receiving mail. Check setting of RECV_MAIL_ variables in /var/www/iv/engine/config/const.php.

Many possible reasons can cause this message. For example, certain values for the RECV_MAIL_ parameters are not filled in, such as RECV_MAIL_SERVER, RECV_MAIL_LOGIN

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