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FAQ: Can't send e-mails

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  • FAQ: Can't send e-mails

    If you want to send out an e-mail, but nothing happens, here are a couple of things you can check:

    1. Refresh the campaign database and open the record events. If you see and "EMailSend" event, it means that your e-mail provider accepted the e-mailing to send it out. If you see any SMTP error, please check the error message and take care of the issue (e.g. invalid e-mail address format, e-mail address is not on the tester list, e-mailserver is on a blacklist, …)

    2. The campaign might be in test-mode, if yes:
    Either add your e-mail address to the test list (top menu: E-mail -> Manage test e-mails) or disable the test mode (top menu: E-mail -> E-mail test mode)

    3. Check the DirectSmile services on the server: DirectSmile Email Backend Service and DirectSmile Email Trigger Service must be running:
    • Log in to the Cross Media server (RDP)
    • Go to “start > run” and type services.msc and press enter (if there is no “run” option, type it into the search field)
    • Windows services will be displayed
    • Check the Backend and Trigger service:
      • right click on it -> select start
      • If it is started already -> select restart.

    Important: All e-mailings that have been started will be send out!

    If you still can't send out e-mails, please create a new case in the Customer Care Portal:
    Last edited by DSM; 11th July 2017, 16:11.