Sending Issues

There can be issues of two kinds:

1. Emails are not sent.
2. Emails are sent but not delivered to the recipien.

If emails are not sent or sent with delay

1. Check Sending Emails errors in Manage » Logs.
2. Check errors in Manage » Logs » App Logs.
3. Check Outgoing Emails under three dots in conversation threads.
4. Make sure that you have all the required PHP extensions enabled in Manage » System » PHP and run php -m in console to check if those extensions are also enabled in console version of PHP.
5. Check your mail driver's logs according to the sending method specified for the mailbox (in Connection Settings):
   • PHP's mail() function: /var/log/mail.log or /var/log/exim4/mainlog
   • Sendmail: /var/log/mail.log
   • SMTP: see your SMTP server logs
   • Email Service Provider: see your Email Service Provider's logs
6. Make sure that Background Jobs are running.
7. Try to clear cache.

If emails are sent but not delivered to the recipient

Sometimes email service providers (especially Yahoo and Hotmail/Outlook/Live) may start to reject emails sent by your mailing server. Here is the list of common issues and solutions.

Yahoo.com

553 5.7.2 [TSS09] All messages from 123.45.67.890 will be permanently deferred; Retrying will NOT succeed. See https://help.yahoo.com/kb/postmaster/SLN3436.html

Solution. Submit the following form. If some of our emails were breaking their rules, after few days you they will send examples of those emails to your email.

Hotmail.com / Live.com / Outlook.com

550 5.7.1 Unfortunately, messages from [123.45.67.890] weren't sent. Please contact your Internet service provider since part of their network is on our block list (AS3140). You can also refer your provider to http://mail.live.com/mail/troubleshooting.aspx#errors. [SN1NAM04FT055.eop-NAM04.prod.protection.outlook.com]

Submit the following form. Most likely after few days they will allow to send emails from your IP.

QQ.com

550 Ip frequency limited [Blocked IP 123.45.67.890]. http://service.mail.qq.com/cgi-bin/help?subtype=1&&id=20022&&no=1000725

Chinese QQ mail usually does not accept emails from servers located far away from China. Submitting this form usually does not help. Possible solution is to get a server in Singapore or use one of the email delivery services to send outgoing emails.