Intro

This document is dealing with the 'big' issues of email not going out. This isn't dealing with: - I get most of the reports that are being emailed to me just not 'this' one.

- 7 of 9 people are receiving their emails

This is an ON-PREM issue - where you run your own servers. This is NOT an issue for customers on our SaaS, on our SaaS we manage all these issues for you.

Our professional services are available to help you solve your eMail issues, but this is a cost that comes with running your own servers.

Because email is such a thorny issue, this is always a 'work in progress' document. If you have any suggestions for problems YOU encountered and how you fixed them, let us know so we can add it to this document to help others.

Solving email issues

Connection Failure, can't send notification email

This means that the connection from Accruent MC is not getting to the email server.

the mc_diag.asp page has an email test, this page is normally made not accessible so you.  Also the MC Agent has an email test.  Both obviously are different configuration sources and thus need to be configured individually to be correct.

And then it should be obvious but MCe ALSO has configuration for sending email and its own email test, and it also needs to be configured.

Accruent's MC_Agent also has an email test.

They both have to be configured to run and if either of them aren't running, then you can expect that your emails won't go out.

If they are both configured, then there is at least an 80% chance that your emails will now go out. But there are other issues neither of them catch.

Where to configure:

• mc_diag.asp – Configured in the mc.ini file.
• MC Agent – Configured through the Agent Control Panel.
• MCe – Configured through the MCe Management Tools.

Prior to Windows 2022+

The Windows built in SMTP Relay which allowed centralizing the configurations of sending to your own mail servers was a recommendation.

But Windows 2022 took it away, and while you CAN reinstall it on 2022, we have received reports that some Windows point releases disable it, so we no longer recommend that option.

Instead either use the MCe reliability email service (available just for the cost of setting up and maintaining it) or pick a different solution.

Other than the MCe advanced reliability email service, we really don't have any suggestions. There are various packages available and we haven't seen any we like, and the ones we've tried with customers when they really wanted to use our Professional Services, have not been good overall experiences. So starting in 2025, if you use our Professional Services to help you fix email problems with Window's server, we only use our MCe reliability service.

Think of it this way: When Windows stopped supporting their SMTP relay, if you weren't already on the MCe reliability email service - you really should upgrade to it.

Using ITIQDoc's MCe 'reliability' email server

One very good idea for email problems is to move most of them out of the 'old' email server options and into the email server that MCe has used the past 20 years. It avoids the 'Windows took away this feature with the last Windows update" type problems. It also tends to give better, more detailed, error messages when there are problems.

This server is available at no extra charge to any of our customers that get their MC SMA through us. We only charge for setup time. For most customers setup time is 1 to 2 hours of Professional services.