Not receiving 3CX welcome emails but still receiving all alerts.

[_Regan]

We are not receiving any welcome emails, but we still receive 3cx alerts.

When looking at the logs all we get is "The operation was canceled."

Any ideas? All help much appreciated.

Log:
2019/09/26 14:34:28.820|3544|0013|Excpt|System.OperationCanceledException: The operation was canceled.
at System.Threading.CancellationToken.ThrowOperationCanceledException()
at MailKit.Net.Smtp.SmtpStream.Poll(SelectMode mode, CancellationToken cancellationToken)
at MailKit.Net.Smtp.SmtpStream.ReadAhead(CancellationToken cancellationToken)
at MailKit.Net.Smtp.SmtpStream.ReadResponse(CancellationToken cancellationToken)
at MailKit.Net.Smtp.SmtpClient.SendCommand(String command, CancellationToken cancellationToken)
at MailKit.Net.Smtp.SmtpClient.Authenticate(Encoding encoding, ICredentials credentials, CancellationToken cancellationToken)
at MailKit.MailService.Authenticate(String userName, String password, CancellationToken cancellationToken)
at GenericUtilsNet.MailTemplateSender.Send(XDocument template, Func2 getParameter, String mailTo, IEnumerable1 attachments)
at _3cxSystemService.ExtSheduller.WelcomeEmailSender.SendWelcome(Extension ext)
at _3cxSystemService.ExtSheduller.WelcomeEmailSender.SendingProc()

 

[Evolute IT]

We are not receiving any welcome emails, but we still receive 3cx alerts.

When looking at the logs all we get is "The operation was canceled."

Any ideas? All help much appreciated.

Log:
2019/09/26 14:34:28.820|3544|0013|Excpt|System.OperationCanceledException: The operation was canceled.
at System.Threading.CancellationToken.ThrowOperationCanceledException()
at MailKit.Net.Smtp.SmtpStream.Poll(SelectMode mode, CancellationToken cancellationToken)
at MailKit.Net.Smtp.SmtpStream.ReadAhead(CancellationToken cancellationToken)
at MailKit.Net.Smtp.SmtpStream.ReadResponse(CancellationToken cancellationToken)
at MailKit.Net.Smtp.SmtpClient.SendCommand(String command, CancellationToken cancellationToken)
at MailKit.Net.Smtp.SmtpClient.Authenticate(Encoding encoding, ICredentials credentials, CancellationToken cancellationToken)
at MailKit.MailService.Authenticate(String userName, String password, CancellationToken cancellationToken)
at GenericUtilsNet.MailTemplateSender.Send(XDocument template, Func2 getParameter, String mailTo, IEnumerable1 attachments)
at _3cxSystemService.ExtSheduller.WelcomeEmailSender.SendWelcome(Extension ext)
at _3cxSystemService.ExtSheduller.WelcomeEmailSender.SendingProc()

1. What version of 3CX?
2. Are you using 3CX SMTP or your own?

 

[_Regan]

1. What version of 3CX?
2. Are you using 3CX SMTP or your own?

We are using version 15.5.5

Using our own smtp, no option for 3cx smtp.

 

[Evolute IT]

We are using version 15.5.5

Using our own smtp, no option for 3cx smtp.

V15.5, what SP? There are 6 updates in V15.5.

Is your SMTP local or cloud? Could it block certain emails?

Also, go to Settings -> Email -> Notifications and make sure "New user notification" is checked. Have you tried sending manually the Welcome Email?

 

[_Regan]

1. What version of 3CX?
2. Are you using 3CX SMTP or your own?

V15.5.3849.1

We are using everycloud, I have checked and nothing is getting blocked.

Yes, attempting to send manually,

 

[Evolute IT]

V15.5.3849.1

We are using everycloud, I have checked and nothing is getting blocked.

Yes, attempting to send manually,

"3CX Phone System v15.5, Update 1, Build 15.5.3849.1, August 2017"

Well, all I can say for now is : UPDATE!!!!!!!

You are on V15.5 SP1. This is extremely old! You must upgrade to V15.5 SP6 to avoid issues. You'll need this : https://www.3cx.com/blog/news/pbx-upgrade-update-6/

 

[JohnS_3CX]

Hi @_Regan

Your release is indeed superseded and no longer supported by 3CX.

V15.5's last release was Update 6 (15.5.15502.6), which we will support for a few more months.
V16 is now nearing Update 3, and you will not be able to reach the activation servers anymore from your edition.

If you can, follow the above posted link to reach 15.5.15502.6 and then you will be able to go to V16.

If you still face issues with your welcome emails then, we can troubleshoot it further with you.

Let us know if you need any assistance or have any questions with upgrading.