Inquisiq Email Notification Troubleshooting Guide
Posted by Jessica D'Apice on 23 August 2017 09:49 AM

If you or your users are not receiving email notifications, here are a few questions to run through to try to resolve the issue:

Is the SQL Agent running?

The SQL Agent is used by the LMS to build out the email queue as events occur. If this agent is not running, the email queue is not built and no emails will be sent. Verify that SQL Agent is running by looking in SQL Management Studio.

> If you answered ‘no’ then start the SQL Agent.
> If you answered ‘yes’ then check the SQL Agent logs for the Inquisiq R3 job for errors. If errors exist, correct them or contact support for more information.

Is the Email Queue Processing Script running?

The Email Queue Processing Script checks the email queue and sends the emails to the SMTP server that you have configured the LMS to use. This is the script that the Inquisiq R3 Installation Manual instructs you to schedule using the Windows Scheduler. If the script is not running, then the email queue is not being sent to your SMTP server. Verify the task is running by looking in the Windows Task Scheduler – date/time and status of the last run should be shown.

> If you answered ‘no’, then schedule the Email Queue Processing Script as described in the Inquisiq R3 Installation Manual.
> If you answered ‘yes’ then check the Email Queue Processing Script’s logs in the /_maintenance/EmailQueueProcessor/_log/ folder and continue.

Are there errors in the Email Queue Processing Script logs?

Each time the Email Queue Processing Script runs it will save an activity log in the /_maintenance/EmailQueueProcessor/_log folder. Find the log file with the latest date/time and open it using Notepad or other text editor. Verify that the log files are being written; open the latest file to look for possible errors.

> If you answered ‘no’ then continue.
> If you answered ‘yes’ then forward the error message to our support staff for more information.

Is SMTP logging turned on?

If it is not already, be sure that SMTP logging is turned on and recording all available pieces of data. SMTP logging is configured within IIS. For more information on configuring IIS SMTP logging, please refer to Microsoft’s documentation. Verify that SMTP logging is turned on by looking in the IIS settings. STMP is usually in IIS 6 even if you have IIS 7 or later installed on the server.

> If you answered ‘no’, turn on SMTP logging ensuring that it is recording all available pieces of data.
> If you answered ‘yes’ then continue.

Is the SMTP server accepting and sending emails from the web server?

In order for the SMTP server to accept emails from the web server (even if they are the same physical server), either the web server must be sending credentials or the SMTP server must allow the web server to use it as a relay. Check the SMTP logs for errors. In many cases if the recipient server rejects the email, a record of that can be found in the SMTP logs.

> If you answered ’yes’ then the SMTP server is sending the email successfully. If emails are not being delivered, then there is an issue at the delivery location or enroute. Unfortunately, this means that the issue is outside the realm of the LMS and even your SMTP server. Possible problem areas that should be looked into:

 SPF Records
 PTR Records
 SPAM filters

> If you answered ‘noand the errors indicate that the SMTP server is rejecting the connection from the web server, then ensure that either A) the LMS has the correct SMTP configuration information entered in the /_lib/_global.asp file including username and password if required and that those credentials are valid for the SMTP server or B) that the SMTP server is allowing the web server to use it as a relay. Instructions for configuring an IIS SMTP server to allow relaying can be found on the ICS Learning Group Support Site at http://support.icslearninggroup.com .
> If you answered ‘no’ and there are no log entries indicating that the LMS has even contacted the SMTP server, then a communication problem exists somewhere within your network or on the server(s) themselves.

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