Solved Test emails work, but "Welcome to 3CX!" Emails don't.

[Paul Otter]

Hi,
I have 2 on site Professional Perpetual v16.0.676 systems, both recently installed as upgrades from the linux version v15.5, and both registered to the same company name.

Both have the mail server set to "3CX SMTP server", and both are able to send a test email, but only one of them is able to send the "Welcome to 3CX!" emails that detail extension settings.

The servers are VMware VM's, and I created both from the same Windows template, so after joining the domain with different names, they are virtually identical.
Other than install and restore 3CX from a backup, the only thing I've had to do is set up routes for the network cards, and the WAN connections on each are different.

Our mail provider is Google (Gsuite), so I've checked my "All Mail" folder, "Spam" folder and also looked in the Gsuite Admin center audit section, but I can't find any received messages from [email protected].

We also have Gsuite Vault which allows me to search all mail which may have been deleted by a rule, or sent to spam etc, and only my test email has ever been received by google, none of the welcome emails are coming through from the system which I'm having issues with (The other one works fine).

The server that can't send welcome emails was originally configured to use "Custom SMTP Mail" but that didn't work since moving to windows, so I changed it to match the other, working server.

Anyone have any ideas what else I should try ?

Thanks

Paul

 

[Alphabetic]

You say windows installation?

are you able to telnet to smtp-proxy.3cx.net 2528 ?

Should come back with 220 smtp-proxy.3cx.net ESMTP ready

 

[Paul Otter]

Thanks for the reply.
Yes that works as you described.
I expected it would as the test email works.

 

[Paul Otter]

I also just found out that if I generate a support email ("Generate support info" from the Support drop down menu on the console) then that email does come through.

Its literally just the welcome emails that don't work.

 

[AWS2P]

few days ago someone related also problems with welcome email, don't know if it can be same problem you encountered, but if I'm not wrong his fix was to copy template email file from a working pbx to not working one

 

[Paul Otter]

I copied the "MAILTEMPLATE_EXTWELCOME_UK_DEFAULT" template from the working system to the non-working system, but it still doesn't work.
Both templates appeared identical.

For anyone else with the same issue, here are the other threads I've since found that may help you, but unfortunately haven't helped me.
https://www.3cx.com/community/threads/queue-email-notifications-not-sent.67116/

https://www.3cx.com/community/threads/welcome-email-not-being-delivered-or-sent.67119/#post-289782

https://www.3cx.com/community/threa...still-receiving-all-alerts.68267/#post-297535

 

[StefanW]

can it be that you tried to send the welcome email to the user's email address before it was created?
In this case, we suppress all mails for 20 days to this recipient...

 

[Paul Otter]

No that's not the case.
I recently re-generated passwords for all our extensions to make them meet the complexity requirements.
I then tried to send the welcome email to my own account, so that I can access my web client password, as for some reason that isn't accessible from the console.

I also tried amending the email in my extension to my personal gmail account, just to see if that would work, but unfortunately it didn't.

 

[Alphabetic]

If you send a welcome email again and go to Logs > 3xcSystemService.log

search for "email" and check log.

2019/10/23 15:24:39.995|817|0008|Info|Sending welcome email to extension 204

im wondering if 0008 is a code for email as all activity from welcome email have 0008 prepended.

 

[Paul Otter]

I did this in both the working and non-working one.
Neither system has any reference in the log of "Sending welcome email to extension ".

I do see that I have lots of Google Drive API rate limit exceeded errors, but I guess that's a different problem for another day.

The only references in the log to the word "email" are prior to today.

 

[Alphabetic]

My system is in verbose mode for logging. That could be why you dont see it.

 

[Paul Otter]

kieferschild,
Understood. I've enabled verbose mode, but I can't do a restart for at least another 7 hours, as the system is supporting users in the U.S.

I guess we'll have to wait until tomorrow to see whats going on.

Stefan,
In terms of 3cx suppressing emails to a specific recipient, I don't think this is likely, as both systems are sending to the same recipient (me) and the test emails do work.

Thank you both for your time so far ;-)


Paul

 

[rock4]

If you have modified any of the email templates a Service Restart is required for Emails to start flowing again. Give that a try. It worked for us.

 

[Paul Otter]

Good news !
After enabling verbose mode and re-booting the server, the welcome emails now work.

Thank you all for your support.

Paul