Email settings - password missing

Martin_Krajcir1 · February 9, 2021, 8:31pm

Hello,

I had an Issue with SMTP email settings. I found that my password was removed from Email settings and the password field is emapty.

I used SMTP for more than 3months.
This email integration is very important for my customers, they missed important notifications.

How could this happend?

Thank you.

vladimir-upirov · February 10, 2021, 9:44am

Hello @Martin_Krajcir1

The server doesn’t send the field to the client for security reason

Why do you think you password is removed?
Have you tried to input your current password and click at the TEST button?

Regards, Vlad

Martin_Krajcir1 · February 10, 2021, 9:54am

Hello @vladimir-upirov

the SMTP connection stopped working from my app.

When I input password again, and try test button, my app start sending via SMTP.
After a while it stops working again.

vladimir-upirov · February 10, 2021, 9:57am

Could you please provide you appId, and we will investigate the issue.

Martin_Krajcir1 · February 10, 2021, 10:00am

here it is

3551EF8F-C241-7579-FF0D-45ECE827AF00

vladimir-upirov · February 10, 2021, 10:11am

We just checked sending emails using custom SMTP and there is no issues from our side.

When it doesn’t work, which error do you receive?

Martin_Krajcir1 · February 10, 2021, 10:50am

Look what I found on delayed email in header.

I tried to send the notification email yesterday before 21:22 (CET). Usually, I got a copy immediately.
And yesterday when I did not get the copy I tried to set up a new password before 21:26. After that at 21:26 I got a copy of the email.

See attached screen. Could it be caused by GMail delay?

Thank you.

vladimir-upirov · February 10, 2021, 10:56am

4 minutes seems like a possible delay

Martin_Krajcir1 · February 10, 2021, 11:46am

OK, we can close the ticket now.
I will let you know with more detail if this problem happens again with longer delay.

Martin_Krajcir1 · March 2, 2021, 7:23pm

Hello @vladimir-upirov,

today we found another undelivered email issue form our app.
Issue happened at 03/02/2021 14:32:03. Could you plese check your log for our app id 3551EF8F-C241-7579-FF0D-45ECE827AF00?

Thank you for any info.

mark-piller · March 2, 2021, 7:44pm

Hi Martin,

Does your smtp server maintain a log by any chance?

Regards,
Mark

Martin_Krajcir1 · March 2, 2021, 7:48pm

Hi @mark-piller I ask my smtp provider to check the logs. I am waiting for response.
The 1st level support does not know anything about unavailable service.

Martin_Krajcir1 · March 3, 2021, 1:37pm

Hello @mark-piller my SMTP service provider did not find any unavialable service for yesterday.
I found in Backendless log following

2021-03-02 13:32:05,725 | Global logger | ERROR | Send custom template ‘Confirm Retailer Registration’ for ‘j.hoffmann@nabytek-styl.cz’ was failed : Couldn’t connect to host, port: email.active24.com, 465; timeout 10000
2021-03-02 13:32:05,798 | Global logger | ERROR | Result of sending messages using the template ‘Confirm Retailer Registration’ totalCount/failedCount:1/1 : Failed emails:
j.hoffmann@nabytek-styl.cz

Did you found someting on your side?

mark-piller · March 3, 2021, 2:26pm

Hi Martin,

The following explains it:

The mail server was not available and we could not connect to it.

Regards,
Mark

Martin_Krajcir1 · March 10, 2021, 8:58pm

Hello guys,

I am going crazy with this SMTP issue.

Right now I see SMTP mailing does not work. From backendless I just GOT response SCHEDULED.
Logging files are absolutely empty. I tried many times send email to address ‘j.hoffmann@nabytek-styl.cz’ unfortunatelly unsucessfull.

Where could be the problem?

What does mean status SCHEDULED?
Do wou have curerntly some “upgrading time” 21:50 (GMT +1)
How Can I get more logs for SMTP connection?

Any idea?

mark-piller · March 10, 2021, 9:31pm

Hi Martin,

When you use the API to send an email, a separate task is created where the email is delivered to your server. That is why the status is SCHEDULED. You can use this API to get the updated status.

Do you mind running a test and sending an email to my email address? You could try sending it mpiller@gmail.com

Regards,
Mark

Martin_Krajcir1 · March 10, 2021, 9:41pm

Hi @mark-piller I tried lot of tests and right now 22:33 (GTM+1) it start working again.
I am sending one copy of email to you.

Thank you for API, unfortunately I dont have any message ID. The service in SDK (Angular/JS dependency “backendless”: “^6.2.0”,) return only SCHEDULED without message ID.

mark-piller · March 10, 2021, 9:50pm

Do you use the sendEmail API or sendEmailFromTemplate ?

Martin_Krajcir1 · March 10, 2021, 9:59pm

I use Backendless.Messaging.sendEmail() function from npm package because I need to add Attachement. And sometimes just stoped working right now.

mark-piller · March 10, 2021, 10:09pm

Stopped working right now? The problem is back?

Btw, I created a task to add extra logging when emails are sent through external SMTP servers. For tracking purposes the ticket is BKNDLSS-24356