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  • SellerDeck software does not send emails

    There can be a number of reasons why the software does not send emails, to determine what the error might be please go to 'Help | Troubleshooting' and click the button 'View Error Log', this will open an internet browser window and display the error log.

    If you receive an error message '404 - File not found' this means that there is no error log onsite, and as the error log is automatically created as soon as an error is received by the software this normally means that problem lies outside the scope of the SellerDeck software (email has been sent and accepted by the SMTP server).

    Each error will be displayed on a single line e.g: -

    'Program = ORDERSCR, Program version = 486, HTTP Server = Apache/2.2.3 (CentOS), Return code = 999, Date and Time = 2009/05/11 10:35, Internal Errors = Unable to connect to the mail socket (Permission denied)'

    The important part of the message is the last portion which will give the error reported by the SMTP server.

    Unable to connect to the mail socket (Permission denied)
    This normally means that the mail server specified in 'Web | Network Setup' in the field 'SMTP Server' exists at the location, but is actively refusing connections.
    This can be that: -
    1. The server specified under 'Web | Network Setup' in the field 'SMTP Server' is not at the hosting company
    2. The server specified under 'Web | Network Setup' in the field 'SMTP Server' does not recognise the domain portion of your email address
    3. The server specified under 'Web | Network Setup' in the field 'SMTP Server' does not recognise the machine sending the mail

    If the cause of the problem is condition 1. then you will need to change the server that you have specified in under 'Web | Network Setup' in the field 'SMTP Server' to use the one at the hosting company. This is because email sent to SMTP servers at other companies will be rejected as third party email (spam).
    If the cause of the problem is condition 2. Please go to 'Settings | Business Settings | Company/Contact' and check that the email address entered into the 'Email Address' field is one that would be recognised by the SMTP server specified, the reason for this is because the email address entered here is used as the sending email or 'FROM' address.
    For example, if your web site is 'www.Xsite.com' then an email address of 'email@Xsite.com' should be recognised by the server, however if you have used 'email@Ysite.com' this may not. If the address is ok you will need to ask the hosting company why the SMTP server does not recognise the domain name portion of your email address.
    If the cause of the problem is condition 3. once again you will need to ask the hosting company why the SMTP server does not recognise mail generated on their web servers.

    It has also been known for some servers to present this error for the following conditions:
    1. The SMTP server requires authentication and SellerDeck Network Settings not configured for SMTP authentication.
    2. The SMTP server does not require authentication and SellerDeck Network Settings is configured for SMTP authentication.
    3. The SMTP server requires authentication and SellerDeck Network Settings is configured for SMTP authentication but user/password is incorrect.


    For condition 1). SMTP authorisation can be switched on and a password and username entered in 'Web | Network Setup' by ticking the 'Username and Password Required' tick box.

    For condition 2). See; SMTP Authentication is not supported by this server! below.

    For condition 3). you will need to correct the authorisation entries.

    Internal Errors = Unable to connect to the mail socket (Connection timed out)
    This normally means that the SMTP server that you have specified in ‘Web | Network Setup’ either: -
    1. Does not exist
    2. Uses a different socket for mail
    3. Has been misspelled in the ‘SMTP Server’ field

    If the cause of the problem is condition 1 or 3, you will need to contact your hosting company to confirm the name of the SMTP server and re-enter it into the ‘SMTP Server’ field within ‘Web | Network Setup’ field.
    If the cause of the problem is condition 2 you can change the port number used by the software by editing one of the Perl scripts. In the example below, the port is changed from port 25 to another used port commonly used for SMTP - port 587.
    Please go to your site folder (‘Site1’ if you have only one site within the software) and open the file: -

    ACTINIC.pm

    In a plain text editor (such as ‘Notepad’ with ‘Word Wrap’ switched off).

    Go to line 1135 and you will see: -

    $nSmtpPort = 25;

    Change the 25 to whatever port the hosting company have chosen to use, for example if they use 587 it will look like: -

    $nSmtpPort = 587;

    Save and close the file.

    Once you have done this refresh the site (‘Web | Refresh Website’) and the script will begin to use the new port.

    SMTP Authentication is not supported by this server!
    This means that the SMTP server specified in 'Web | Network Setup' does not expect to receive a username and password.
    If you have ticked 'Username and Password Required' in 'Web | Network Setup' then blank both of the fields, remove the tick from the tick box and click 'OK'.
    If this does not resolve the issue, you will need to contact the hosting company and ask them what has changed with regard to the SMTP server

    Error returned from SMTP server (1: <name>@<domain> Relaying denied)
    Where <name> @<domain> is an email address, see: - Unable to connect to the mail socket (Permission denied) above.

    Error returned from SMTP server (4: 5.7.1 Unable to relay)
    see: - Unable to connect to the mail socket (Permission denied) above

    Error returned from SMTP server (8: unimplemented (#5.5.1) )

    This is a rare error, but the most common cause is full stop in the 'Company/Contact' fields.
    The following workaround will strip out any lines that begin with a full stop and hopefully stop this error:

    - browse to your site folder and locate 'Actinic.pm' (take a backup)
    - open the file in a text editor such as notepad
    - search for:

    Code:
    	#
    	# Check the return address
    	#
    - directly before this insert the following lines...

    Code:
    $sMessageText =~ s/^\.\s*?\r\n//mg;
    $sMessageHTML =~ s/^\.\s*?\r\n//mg;
    - save and Exit
    - update the site

    If you have any problems with this change you can either restore your backup or you will find an original copy of the file in 'C:\Program Files\Actinic v9\Original' ** that you can restore to your site folder.

    ** NOTE: All versions after v11.03 will have a file path of 'C:\Program Files\SellerDeck xxxx'.
    *** NOTE: All versions from v16 onwards will have the path 'C:\Program Files\SellerDeck\SellerDeck xxxx'.
    Last edited by G.W.Green; 25-Oct-2017, 11:50 AM.

  • #2
    These instructions are not valid for SD2018
    Elysium:Online - Official Accredited SellerDeck Partner
    SellerDeck Design, Build, Hosting & Promotion
    Based in rural Northants

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