Troubleshooting

Troubleshooting Menu:

• CommitCRM Installation Troubleshooting
• Commit Web Interface Troubleshooting
• Commit Alerts Server Troubleshooting
• Commit Email Connector Installation
• Commit-Outlook Sync

Commit Email Connector Installation Troubleshooting

• Emails aren't being pulled from the Incoming Email mailbox (Incoming Emails Troubleshooting)
• Responses and forwarding of unrecognized emails doesn't work (Outgoing Emails Troubleshooting)
• Customer replies aren't being filed under the ticket (Email threading troubleshooting)
• I BCC/CC the Email Connector, but email is not filed in the ticket, just forwarded to the internal support email address
• The changes I am making to my settings using the setup program aren't taking effect
• New Tickets are being created when clients reply to the Email Connector Response
• Attached emails only open in Outlook Express
• I can't see email attachments on emails that are opened in Outlook Express

Emails aren't being pulled from the Incoming Email mailbox (Incoming Emails Troubleshooting)

Solution:

1. Make sure the email address you defined as the incoming mailbox is not being used anywhere else in the settings. For example, it should not be used for the backup or error mailboxes, or the "response reply-to" address.
2. Make sure you have allowed the Email Connector Service in your Windows' Server DEP settings. DEP can be found under Windows: System Properties -> Advanced -> Performance - Settings -> tab DATA EXECUTION PREVENTION.
   In case you needed to add/update you DEP settings, make sure you restart CommitServer service after modifying your DEP settings.
3. While working on the same server where CommitServer is installed, try sending an email using a standard email client (like Outlook® Express) – use the same Hostname (or IP), Port, User Name and Password as you've set for the Commit Server and make sure the email gets sent. (This test is completely disconnected from Commit, but enables you to check whether the email address is working at all.)

Responses and forwarding of unrecognized emails doesn't work (Outgoing Emails Troubleshooting)

Solution: Problems with the Outgoing emails can be a result of various issues: Pending Outgoing emails with wrong settings: In order to send the automatic email response, the system uses the Outgoing Emails engine. In some cases, while testing the Outgoing settings, old settings already created wrong emails which are "stuck" in the outgoing queue and prevent the system from going on to the new emails. In this case, you should first cleanup the outgoing queue.

• Stop CommitServer service
• Run <server>\Commit\Server\ServerConfig and make sure all settings are correct. Check that the "From Email Address" is correct. Save any changes you make.
• To delete old pending emails, delete all the files in the following folder: <server>\Commit\Server\QSysEDOutbox\
• Restart CommitServer service and verify email alerts are being sent

Possible causes:

1. Authentication:
   Make sure you are using an authenticated method to access the mail server - you should define the username and password in order to access your Exchange server. Use the ConfigServer utility to set it up and try the test again. Make sure to restart the service after changing the parameters. This will make sure you are using a authenticated user.
2. Mail server does not support relay:
   Make sure to allow relay on your mail server. For example, when an email which is not being processed by the Email Connector is detected, it only tries to forward it to the internal email address as-is. When the security settings prevent relay on the server, this may fail for this reason.
3. Wrong SMTP settings:
   Email delivery should be set up to use port "smtp". However, sometimes when the default port on the outbound server is configured as SMTP this does not work. Try changing it to 25 on the server configuration, restart the service and see if this helps.
4. Mailbox Account Rights in the server:
   Make sure the account you use for sending has "Send As" rights for the email address you specify in the "From address".
5. Using domain in the user name:
   When defining the user name in the Outgoing email settings, some servers require using the domain in the user name (e.g. "domain\user") and some don't. Try removing or adding the domain name from the user name and restart the service between tests. Note that although the manual test via the ServerConfig may work in both ways, the service itself works in a different way, and may require different username settings.
6. Hosting Customer Web Sites:
   When you host customer Web Sites on your premises, but they host their own email elsewhere, the DNS settings may confuse the mail server when it is set to receive email locally for theses domains. Make sure to set up the mail server to send emails to these domains externally.

Customer replies aren't being filed under the ticket (Email threading troubleshooting)

Solution: Only emails which contain the ticket number in the email subject will be filed under the ticket and forwarded to the internal email support address. Make sure the customer replies to the automatic email response sent when the new ticket was created, which already contains the ticket number in the subject.

I BCC/CC the Email Connector, but email is not filed in the ticket, just forwarded to the internal support email address

Soltuion: Make sure the following terms apply:

1. The email contains the ticket number in the email subject.
2. The sender's email address is defined as one of employee's emails (Email1 or Email2)
3. The employee is marked as an Active employee in CommitCRM.

Note that when a technician BCCs the Email Connector and is identified properly, the email will be filed in the ticket, and will not be forwarded for manual processing. See more details on matching the email to an account in Matching by Email or Domain Name

The changes I am making to my settings using the setup program aren't taking effect

Solution: Once you have made your changes, you must restart the CommitServer service for the changes to take effect.

New Tickets are being created when clients reply to the Email Connector Response

Solution: The reply-to address which is used in the response emails sent by the Email Connector is taken from the Internal Support Email address. Make sure the Internal Support Email is different from the Email Connector's Incoming Email address.

Attached emails only open in Outlook Express

Solution: Commit stores the incoming emails used for creating new Tickets in the folder that was selected during the setup phase (set by running the ServerConfig.exe utility). The email is stored in the exact form it was received from the mail server, without any modifications to it. Apparently, Outlook Express is able to work with native formatted email message files (.eml) and knows how to parse and display them (there may be additional email applications that can handle this). However, MS-Outlook (the email client included with MS-Office) uses a proprietary file format (.msg) which is also related to the format used by Microsoft Exchange. Therefore, other email clients cannot view these emails.
Note that the first time you open an .eml file you may be prompted to set up Outlook Express. Click Cancel, and the files will be opened anyways.

I can't see email attachments on emails that are opened in Outlook Express

Solution: If you are not able to view attachments in messages opened in Outlook Express, you should check the settings to see if they are configured to hide attachments for security reasons. To allow viewing attachments, open Outlook Express and go to Tools > Options > Security tab. Deselect the "Do not allow attachments to be saved or opened that could potentially be a virus" checkbox. Now you should be able to open and view attachments.

Commit-Outlook Sync Troubleshooting

• When syncing with Outlook, I receive the error message, "Error syncing ... Could not find the Outlook folder”

When syncing with Outlook, I receive the error message, "Error syncing ... Could not find the Outlook folder”

Solution: This error message appears when syncing your own folder or when using the "Sync Other Users Data” option.

If you receive this error message, there is most likely a problem with your access privileges. In order to successfully sync your Commit information with Outlook or another user’s calendar, you must have full access rights to the appropriate Outlook folders on the Exchange server.

A good way to check whether you have full access rights to the necessary folders is by running the Outlook client on your desktop and opening the folders of the user with whom you want to sync your information. Make sure that you can add/update/delete Appointments, Tasks, and Contacts in the relevant folders. Once you verify that you have access to all of this user’s Outlook folders, the Outlook sync should be successful. If you determine that you do have full access rights to the necessary folders but you continue to receive this error message, please contact Commit Support at support@commitcrm.com.

Note: If any Privilege settings are changed, make sure to reselect the folders of each of the users with whom you are trying to sync your information. To do this, run the CommitCRM client for each user, go to Tools > Options > Outlook, click the "Select" button, and reselect the correct folder for synchronizing.

See Also

• CommitCRM Installation
• Commit Web Interface
• Commit Alerts Server
• Commit Email Connector
• Commit-Outlook Sync