Cannot get Snow to send emails

RobP asked a question.

July 6, 2018 at 7:00 AM

Hello, I am trying to get Snow to send emails - reports, alerts, forgotten password, etc. I have configured the SMTP settings within the SMACC but cannot get mail to work.

I know the SMTP server details are correct as I can use a TELNET session to send mail from my snow server, via the smtp server, to myself. So clearly I'm mis-configuring somehow in the snow settings or I've missed something somewhere else within the snow system.

Frustratingly, there are no error messages, logs, or anything else, to hint at what the problem might be.

The way I am testing mail is to configure a report to send a mail a few minutes in the future, and then wait to see if the email gets through. When it inevitably fails I can see a message within Snow license manager scheduled reports section that says the latest export failed.

If anyone has any ideas how to troubleshoot this, or if there are some sneaky settings I should configure, please let me know.

Thanks

Rob

Portal User
7 years ago
Hi Also check the REPORT_EXPORT_SMTP_SENDER We had to use the same name as for SMTP_USER (Not tested, but I would guess this also applies to: NOTIFICATION_SMTP_SENDER) Best regards Lars
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Jelle Wijndelts (Flexera Software)
8 years ago
Hi Rob, a couple of things you can try. when scheduling a report make sure you have ticked the active tick box in the Snow Management and Configuration Centre ('SMACC') make sure you have the correct port (25) configured and it is allowed through the server firewall. make sure the Report Exporter service is running. there are log files that you can check they are stored in the following directory. \Program Files\Snow Software\Logs\ReportExport if all else fails please log a ticked with our support desk via this link. regards, Jelle
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- RobP
  8 years ago
  Thank you Jelle. All the settings are in place but I didn't know about those logs. I can see I'm getting the error below: System.Net.Mail.SmtpException: Failure sending mail. ---> System.IO.IOException: Unable to read data from the transport connection: net_io_connectionclosed. I shall do some checking as to what that can be.
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  - piideleteJune
    8 years ago
    Hi Rob, In the SMACC right at the top of system Settings there is a setting called : Always_Use_SMTP Make sure this is ticked as well. Regards Joe
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RobP
8 years ago
Update First off, thank you Jelle and Joe for your input, but mail still does not work. The SMTP server in question is SendGrid, set up via Azure, which may be requiring some very particular settings. According to our internal documentation, which is backed up by SendGrid's own guides and other reading on the Internet, I have configured the Snow email settings to use port 587. As previously mentioned, I have used Telnet, via port 587, to successfully send an email from my Snow server. Although I had to hash the username and password before entering them within the telnet session. Port 587 is used for TLS encrypted traffic - does Snow support this? Because no matter what I enter for the username and password in the settings - hashed or not, enabled SSL or not - I still get the same error as above. I've also tried port 465, which I believe is the older SMTP SSL port, but only get a timeout. Do I have to use port 25 in Snow?
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Aaron Fryer (Flexera Software)
8 years ago
Hi Rob, Please confirm the SMACC System Core Settings below are filled out. SMTP_HOST: This is the hostname/DNS name of the mail server or mail relay SMTP_PORT: 587 SMTP_USER: This is the username of the account used to authenticate to the mail server or relay SMTP_DOMAIN: This is the domain of the account used to authenticate, if it requires AD authentication. In most cases this is left blank. SMTP_PASSWORD: This is the password for the account, which is displayed in clear text. SMTP_USE_SSL: This needs to be set to Yes if the SMTP server requires encrypted connections, but can otherwise be left unticked REPORT_EXPORT_SMTP_SENDER: This is the email address that appears on the outbound emails. When using Sendgrid as a mail relay, it will need to allow the incoming relay connection and also allow email to be sent using the email domain in the smtp sender setting. Can you look for any logs within Sendgrid or run a wireshark trace? You're not restricted on what port you use in Snow for sending mail. Best regards, Aaron.
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- RobP
  8 years ago
  Aaron, thank you! I had SMTP_DOMAIN filled in. I removed the entry and it worked. I knew it was going to be something simple but I didn't think it was going to be that simple! Thank you! Rob
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