Error - Unable to send emails out from Hornbill

[stuartmclennan]

Hello

 Our IT tea have input a new line/new IP address tonight which has resulted in us not being able to email out from Hornbill. Our IT guys have looked at it and been unable to resolve this issue. Can someone please look into this for me ASAP as we are currently unable to email our customers/managers through Hornbill.

[Gerry]

@stuartmclennan

If its urgent, please log a support call here:  https://www.hornbill.com/support

Otherwise, this looks like you have some form of DNS or firewall issue.  It looks like you are using a smarthost configuration so we are routing mail to your mail server to whatever public IP address (it should be in the above log if you showed more of it), you will almost certainly have a forwarding rule on your corporate firewall to forward that traffic onto your mailserver.  
 

Quote

PING mail.gs-associates.co.uk (195.224.202.42) 56(84) bytes of data.

Your host is resolving to the IP 195.224.202.42 and that IP is not responding to pings.  

If there is a NEW IP address you need to make sure you DNS is updated, and it should resolve to that address.  If the test button is not working, this means we cannot reach your SMTP smarthost and there is nothing we can do with that from this end, your network guys need to look at this. 

You can easily re-configure your hornbill instance from the screen you are already on, all you need to do is give it a working SMTP server, and it will route mail to it. 

Gerry


 

[stuartmclennan]

@Gerry Hello

 

We do have a new IP address however I am unsure how to actually update this, do you know where I can find this?

 

Thanks

 

[Keith Stevenson]

Stuart.

If it is a new IP you have for your SMTP server,  You will need to speak with your IT team and ask them to update the DNS record for mail.gs-associates.co.uk. You could try entering the new IP in place of mail.gs-associates.co.uk in the Mail connector, however the reason for DNS is to make IP changes transparent. As mentioned above, there could also be firewall rules that existed before to allow our servers to connect (from 87.117.243.10) to your SMTP Server that will need to be updated with your new IP (Again your IT Team will need to do this). 

 

Hope this helps. 

 

Kind Regards

Keith Stevenson

[stuartmclennan]

@Keith Stevenson

Thanks for the above, I have spoken with our IT guys and they have now managed to resolve the issue, I believe it was something to do with the authentication.

 

Thanks

 

[Gerry]

@stuartmclennan

Thanks for the update, glad the problem is resolved. 

Gerry