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User is not receiving any email alarms

Description

  • Emails aren’t being sent to the user when there is an alarm

Resolution

The following could be related to the problem described:

  • The email configuration is not set up

  • A port that is already in use has been chosen for sending emails

  • TLS option is enabled when it should be disabled

  • Eyeglass Licensing

  • Email configuration for alarm severity

Details

Email not set up

  1. Follow the steps here: https://manuals.supernaeyeglass.com/project-eyeglass-administration-guides/HTML/how-to-setup-email-alarms-with-exchange.html

Try to send a test email (procedure for 1.3 patch 4)

  1. Log into Eyeglass.

  2. Click Eyeglass Main Menu.

  3. Click Notification Center.

  4. Click Configure SMTP.

  5. Ensure everything is filled out correctly.

  6. In Test Recipient enter an email to test to see if it's working.

  7. Click Test Email Settings.

Sending a test email for 1.3 and current

  1. Log into Eyeglass.

  2. Click Eyeglass Main Menu.

  3. Click Notification Center.

  4. Select Add Email Address.

  1. In the Add Recipient section, enter an email address.

  2. In the Outgoing Email Server Information, enter:

    • Host Name: host of email server

    • Port: the port that is used for sending email

    • From: enter the email address that was used for the Add Recipient section

    • Password: enter the password of the email account

    • Make sure Enable TLS is checked off if email server expects TLS communication

  1. Click Test Email Setting. A ‘Success’ message should appear if the test email was sent:

  1. Click Submit in the Notification Center window.

 

Port not set to a unique port that isn’t in use on the server

  1. Click Eyeglass Main Menu.

  2. Click Notification Center.

  3. Click Manage Email Addresses.

  4. Edit the settings and set to port so that a port that IS NOT in use is selected.

Incorrect TLS settings

TLS option may not have been disabled..

  1. Click Eyeglass Main Menu.

  2. Click Notification Center.

  3. Click Manage Email Addresses.

  4. Disable the TLS option on the Receiver Connector on Exchange.

certificate_unknown(46) error

  • if exchange server logs this error certificate_unknown(46),   it indicates TLS parameter failure and TLS should be disabled as the certificate is unknown. Action Disable TLS on Eyeglass and retest.

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