This page explains how to check the email settings and send test emails when you suspect an issue with outgoing email messages.

Contents:

• Introduction:
• Test System Emails (TestEmailList):
  • Typical Problems: 
• Live System Emails:
  • Send a test message
  • SPF Record Errors:
• Troubleshooting Application Emails: 

Introduction:

• FBO One can generate a number of automated emails (Handling confirmations, movement messages, supply orders, etc).
• In Usertest FBO One can generate these emails to a list of one or more Test recipients, for testing and review purposes.
• In the Live system, the recipients are defined by the relevant application settings. Scheduled reports, Debtor contacts, Email message settings, etc.
• Should you know or suspect there is an issue with outgoing emails, the below information will help you narrow down a potential root cause.

Test System (TestEmailList):

In Usertest, test emails are sent to the email recipients shown at the top of the screen

The email address shown here can be found in one of two places:

1) Application Settings > TestEmailList 
The test email address is entered here when only one FBO Location is setup in FBO One. 

2) FBO Locations > TestEmailList
Whereby several FBO Locations exist, the TestEmailList is defined per location.

• In the below example, there are 2 FBO Locations. A TestEmailList can be defined separately for each location, with location-specific recipients.
• Note: The FBO Location setting will override the Application setting for a given FBO Location.

Update the testemaillist in either setting by selecting 'Edit', adding the new email address(es), and selecting 'Save'.

Typical Problems: 

User Error:

• The User is changing the email address under Application Settings > TestEmailList but the address shown at the top of the screen is not changing and emails are not being received at the address entered.

Resolution: 

• The email address added under Application Settings > TestEmailList will be overridden if the TestEmailList is set on an FBO Location level.
  This means that whereby the TestEmailList is defined per location, the test email recipients must be changed via FBO Locations > TestEmailList and not via Application Settings > TestEmailList

Live System Emails:

Send a test message

When in Live, it is possible to test whether emails from FBO One are generating correctly via Administration > Send Test Email Message

This feature will send a test email to the recipient email address as entered in the 'To' field.
If the email is not received, please raise a request with the FBO One support team.

NOTE: In Usertest, this test email is sent to the recipients shown at the top of the screen and as per the TestEmailList. The Test Email will not go to the recipient added in the 'To' field

SPF Record Errors:

• In some cases, email messages sent from FBO One are not being received by the recipient as the receiving mail server is marking the FBO One generated emails as Spam.

Troubleshoot:

• Check if SPF has been set up in your domain
• Go to the page MENU | Administration | Check DNS email records.
• This page lists all sender-domains in use.
• SPF is set up correctly if the line that starts with "v=spf1" has the status Success.
• More info on Setting Up FBO One For Sending Email

Application Emails: 

The root cause for emails not sending from a specific application within the System when the test emails are working is most likely configuration or user error related. Some things to try before you reach out for support.

Problem:

No one is receiving emails from a specific module within FBO One. e.g handlingorder confirmations. 

Troubleshooting:

• Make sure the issue is not restricted to one debtor or operator which would indicate the contact information is incorrect.
• Check the email message settings for the affected messages.
• Replicate the affected process in the test system and confirm messages are received by the TestEmailList above.
• Check to see if recent changes have been made to the system configuration by your system administrator(s).

Problem:

An individual or specific group is not receiving emails from a module within FBO One. e.g scheduled reports.

Troubleshooting:

• This case normally occurs because the recipient's address is omitted or re-entered in error. 
• Try sending a 'Test Email Message' to the recipient's address. Make sure they check their Spam folder. If found there, ask them to mark the sender as safe and/or move the message to their inbox.  
• Identify the function that is supposed to be sending the messages and ensure their email address is present and correct. 
• How to update a scheduled reports recipients list
• How to edit Email Message Template Settings