Access the Status tab of the Status Monitor

The Status Monitor displays error information for your email setup. Each time you refresh this page, the system attempts to connect to the email server.

1. If an error occurs it is displayed in the Email server section
2. Click on the email error hyperlink to see the details
3. Any emails not sent should reside in the Queued Emails and can be corrected in that section

The following is a list of email errors with possible causes

 1. phpnetwork_getaddresses: getaddrinfo failed: Name or service not known

Error encountered when Sending mail: php_network_getaddresses:  getaddrinfo for mail.metricinsights.com failed: No address associated  with hostname Check setting of SEND_MAIL_ variables in the config  variable editor.

Cause: Incorrect value for SEND_MAIL_SERVER

 

2. Error: authentication failed: authentication failure

Error encountered when Sending mail: 5.7.8 Error: authentication failed: authentication failure Check setting of SEND_MAIL_ variables in the config  variable editor.

Cause: Incorrect value for SEND_MAIL_LOGIN, SEND_MAIL_PASSWORD

 

3. Username and Password not accepted

Error encountered when Sending mail: 5.7.8 Username and Password not accepted. Learn more at 5.7.8 http://support.google.com/mail/bin/answer.py?answer=14257 yn4sm25783434pbb.95 - gsmtp Check setting of SEND_MAIL_ variables in the config  variable editor.

Cause: Incorrect value for SEND_MAIL_LOGIN, SEND_MAIL_PASSWORD

 

4. Network is unreachable

Error encountered when Sending mail: Network is unreachable Check setting of SEND_MAIL_ variables in the config  variable editor.

Cause: Incorrect value for SEND_MAIL_SERVER, SEND_MAIL_PORT

 

5. Failed to parse address

Error encountered when Sending mail: Failed to parse address "smtp.gmail.com:" Check setting of SEND_MAIL_ variables in the config  variable editor.

Cause: Incorrect or no value for SEND_MAIL_PORT

 

6. Error: authentication not enabled

Error encountered when Sending mail: 5.5.1 Error: authentication not enabled Check setting of SEND_MAIL_ variables in the config  variable editor.

Cause: Incorrect value for SEND_MAIL_PORT

 

7. Must issue a STARTTLS command first

Error encountered when Sending mail: 5.7.0 Must issue a STARTTLS command first  Check setting of SEND_MAIL_ variables in the config variable editor.

Cause: Incorrect value for SEND_MAIL_SSL

 

8. Last request failed

Error encountered when Sending mail: Last request failed. Check setting of SEND_MAIL_ variables in the config variable editor.

Cause: Values for SEND_MAIL_SERVER and SEND_MAIL_PORT are valid but email server at that location is not able to process request.

 

9. Connection timed out

Error encountered when Sending mail: Connection timed out Check setting of SEND_MAIL_ variables in the config variable editor.

Cause: Incorrect value for SEND_MAIL_SERVER, SEND_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 smtp.gmail.com 587
Trying 173.194.79.109...
Connected to smtp.gmail.com.
Escape character is '^]'.
220 mx.google.com ESMTP lr3sm64684873pab.4 - gsmtp

Upon successful telnet connection, then exit via Ctrl + ] keys followed by quit:

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

 

10. Unrecognized command

Error encountered when Sending mail: 5.3.3 Unrecognized command. Check setting of SEND_MAIL_ variables in the config variable editor.

Cause: Value for SEND_MAIL_SSL should be empty ('')

 

11. No specific error information supplied.

Error encountered when Sending mail. Check setting of SEND_MAIL_ variables in the config variable editor.

Many possible reasons can cause this message. For example, certain values for the SEND_MAIL_ System Variables are not assigned correct values, such as SEND_MAIL_SERVER, SEND_MAIL_LOGIN.

Try sending an email. There are various places in the Metric Insights application where you can send an email. Below are just a few examples.

1. Requesting a 'Daily' Favorites Digest
2. The Share Function

If users within an organization are not getting emails, then try sending emails to accounts outside the organization. For example, try sending to your personal email account.

If you find that some accounts do not receive emails but others do, then ask your email administrator to verify that the Metric Insights is on the whitelist for receiving email.

If you find that some accounts do not receive emails but others do, then check their spam folder. Emails could have been blocked as spam by your system.