Who is this article for?

IT Personnel investigating messaging issues.

IT knowledge accessrequired.

Ideagen Quality Management sends email notifications to users to alert them of actions that have been performed, actions that are due or actions that are overdue.

This article outlines the steps to troubleshoot issues when no messages are being sent from Ideagen Quality Management. This article does not provide details on how to setup messaging for the first time. If you are trying to configure emails for the first time then please see How to Set-up and Configure Messaging.

This article includes checks and resolutions to the most common reasons for messages failing. It is recommended that you follow the steps in sequence.

1. Configure Message Dispatch Control Panel
2. Confirm Authentication Credentials
3. Review DisplayNames
4. Unblock Port 25
5. Enable Relaying on SMTP server
6. Confirm SMTP Server via Telnet
7. Check for Errors on Output Tab
8. Further Reading

1. Configure Message Dispatch Control Panel

• An outgoing e-mail address
• The address of your mail server
• Security credentials (if required by your mail server)

2. Confirm Authentication Credentials

If your SMTP server requires authentication credentials, please ensure the credentials entered into QPulseMessageDispatchControlPanel.exe are correct.

For steps on how to change this, please visit the How to Set-up and Configure Messaging article.

3. Review DisplayNames

Ideagen Quality Management messaging uses a user-friendly display name to connect to the database. This display name does not support spaces or special characters.

To review the display name:

1. Browse to your Ideagen Quality Management Server directory. This is usually:

• • • Windows 32-bit: C:\Program Files\Gael Ltd\Q-Pulse 5 Server.
    • Windows 64-bit: C:\Program Files (x86)\Gael Ltd\Q-Pulse 5 Server.

2. Open the DBConnections.xml as an administrator.
3. Review the contents of this file and locate the DisplayName tag.
4. Remove any spaces or special characters from the display name value.
5. Save the file.
6. Run the ServerConfigUtil.exe. 
7. Import the new DBConnections.xml.
8. Click OK.
9. Click Start, then Administrative Tools, and then to Services.

Note: Characters that are not supported in the display name include comma (,), tilde (~), colon (:), exclamation point (!), at sign (@), number sign (#), dollar sign ($), percent (%), caret (^), ampersand (&), apostrophe ('), period (.), parentheses (()), braces ({}), underscore (_), white space (blank).

4. Unblock Port 25

Virus Scanners and Security tools can block port 25 which is the port Ideagen Quality Management uses to send messages.

Please review your security tool settings to unblock port 25.

5. Enable Relaying on SMTP Server

6. Confirm SMTP Server via Telnet

You can confirm that the SMTP server can be contacted via telnet by following the steps below:

1. Click on Start and then Run.
2. Type cmd.
3. In the command prompt, enter:

telnet <servername> 25

4. Press the Enter.

If you receive an error after running through these steps then this indicates that either port 25 is blocked or the SMTP server specified could not be contacted.

You can also run a manual Telnet to test SMTP communication by following the steps outlined at Microsoft TechNet.

7. Check for Errors on Output Tab

You can monitor the emails sent from Ideagen Quality Management by following the steps below:

1. Browse to your Ideagen Quality Management Server directory. This is usually:

• • • Windows 32-bit: C:\Program Files\Gael Ltd\Q-Pulse 5 Server.
    • Windows 64-bit: C:\Program Files (x86)\Gael Ltd\Q-Pulse 5 Server.

1. Open the QPulseMessageDispatchControlPanel.exe.
2. Go to the Output tab.
3. Leave this window open and trigger an email from Ideagen Quality Management. 
4. This window will outline the message sent and recipients. 

Any errors that occur during the email transmittal will be displayed on the Output pane.

Notes:

• Only errors that occur connecting to the server or transmitting the email will be displayed.
• Any errors that occur with Ideagen Quality Management trying to generate the email will be saved into the Windows application Event Log.
• If the error suggests that an incorrect email address is the cause, please consult the Windows application Event Log for additional details.

8. Further Reading

• How to Set-up and Configure Messaging