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Email Troubleshooting Steps

If emails are not being delivered:

1. Check SMTP Configuration

  • Confirm host, port, username, password, and from address in web.config.
  • Ensure credentials are still valid and not expired.

2. Network Connectivity

  • Confirm the web server can reach the SMTP host (ping or telnet where permitted).
  • Check firewall rules.

3. Application Errors

  • Review application logs and Windows Event Logs for exceptions thrown when sending email.

4. SMTP Provider Logs

  • Check logs or dashboards from the SMTP provider for rejected or bounced messages.

5. Test with a Simple Scenario

  • Configure a simple test action that sends an email to a known address.
  • Confirm whether any email is sent, then narrow down to specific workflows.

6. Provider-Specific Behaviour (Current Hosting Provider)

  • The provider enforces a sending limit of 600 emails per mailbox.
  • If this limit is exceeded, the provider requires a Bulk Email service subscription for continued sending.
  • This environment currently uses a Bulk Email service to support required volume.
  • A sending address can still be flagged as spam and blacklisted by the provider. When this happens, outgoing email may fail or be rejected.

When email stops sending unexpectedly:

  • Verify the mailbox has not reached provider-imposed limits. This can be viewed on the hosting environment email usage dashboard
  • Verify the Bulk Email service subscription is active and in good standing.
  • Check provider logs for spam flags, blacklist entries, or policy blocks.
  • If blacklisted, open a provider support request for delisting and confirm any required DNS/authentication updates (for example SPF, DKIM, DMARC).
  • If the provider confirms the email service is operating normally, contact your IT service provider to verify the system sender address is not flagged as spam or blocked on their mail gateway.