Email Troubleshooting

NOTE: View as HTML

By default, the View as HTML format option for email (as described in the Email in HTML Format topic) is turned off for all users apart from those with superuser security privileges.

This is because in some cases it can be a potential security vulnerability (especially if your anti-virus software is not configured, is not adequate for screen email messages, or is not current with updates).

When View as HTML format is turned off you will see messages displayed as plain text, with no images displayed.

See also: Viewing Email Errors

To check the status of the Email Server and restart it if required

Any user can view the Email Server status and restart the server - there is no access restriction.

Display of a status change may take up to 15 minuites.

1. Look at the status icons in the top right corner of the EXACT window, and locate the icon on the lower line:

   

2. Hover your cursor over the cursor for a tooltip message.

   You will see one of these statuses:

   

   NOTE: From change of status to the display of that status change may take up to 15 minuites.

3. If the Email Server is not running, click the indicator to display the Email Server not responding window:

   

4. Read the message and then click the Restart Email Service button.
5. Check the status indicator again within a few minutes to ensure that it is running. If not, refer to your IT technician or the EXACT Support Desk.

To troubleshoot Email errors

If errors occur when receiving/sending mail, check the following:

1. Run the email setup wizard, and run the email server Test Credentials to report any problems

   See Configuring Email and SMS Parameters (Email Parameters, Configure Email and SMS Parameters)

   

   EXACT will immediately display an error message if there is a test failure. For example:

   
   

2. Check that the email server addresses in the wizard are correct:
   • Open a command line (ms-dos prompt), by clicking on the ‘Start’ menu, choosing ‘Run’, typing ‘CMD’ and clicking .
   • Type in ‘ping IncomingMailServer’; where IncomingMailServer is the name that appears in the email parameters dialog box.
   • Press and the server will either reply or display an error message.
   • Repeat this step for the Outgoing Mail Server. Press and the server will either reply or display an error message.
3. If the server fails to reply, there is a problem with the ISP or you do not have the correct name/address for the server.
4. Other email clients may take incoming mail that is intended for EXACT Dental. Make sure all other clients are closed.
5. Verify that the service for the Email Server is running. If it is, shutdown and restart it using the Email Server Administrator application on the desktop.
6. Verify that the ‘Check for new mail between’ times specified in the Email Parameters window are valid and allow mail at this time.
7. Force the Email Server application to send and receive mail by right-clicking on the email server icon in the System Tray (lower right corner of the Task Bar) and selecting ‘Send\Receive Now’:

   

8. Try using another email client (i.e. Microsoft Outlook) to verify that Windows is correctly configured to receive mail, as there could be problems with the Internet connection or Internet provider.
9. For further information, contact the ISP or the facility’s hardware technician.