Solved Welcome Emails not sending for new extensions

[dslusser]

Running on-premise 3CX instance, version 16.0.8.9.

Over the past few months, when ever I needed create a new extension, the Welcome Email will not send. Even when triggered manually.

If I manually trigger a Welcome Email for older extensions (maybe >1year old), the email is received by the end user within 30seconds.

I confirmed that it is not our office O365 emails being filtered, by changing one of the new extensions' email address to my Gmail account. No luck; still didn't receive the email.

I am using the 3CX SMTP Server. As a test, I changed it to Office365 and plugged in my email address and account password. Email test passed. But again, 3CX will send emails to old extensions, but not newer ones.

What am I missing here and/or how do I troubleshoot something like this?

 

[Alphabetic]

Did you create the account before setting up the email account? If 3CX SMTP servers dont get their email sent successfully then they stop trying for short while.

 

[ChrisC_3CX]

@dslusser

I'll PM you shortly regarding this issue.

 

[ChrisC_3CX]

As discussed via PM, it turns out the issue was related to a custom email template used for the extension's welcome emails.

The solution was to delete it as to have the 3CX PBX use the default email template instead.