Customer Portal Password Reset Not Generating Email

[Joshua T M]

Hi All,

 

We have an issue where when a customer requests a password reset via the self-service portal an email is not sent to them. The error they receive is - Operation[mail::directMessageSend] The domain specified in the originator recipient [live.hornbill.com] is not configured on this system for sending - Is this related to not having the default live.hornbill.com Outbound mail profile configured? Is it possible to change the originator to use our own domain?

 

Sorry, I've not had much luck browsing through the documentation.

 

Josh M

[Martyn Houghton]

@Joshua T M

We had this issue a while back and Hornbill needed to have an entry for the live.hornbill.com in the Admin Tool  under Outbound Mail Routing section. That would be the first thing to check. 

From my recollection Hornbill had to insert it into our instance.

Cheers

Martyn

 

[Joshua T M]

@Martyn Houghton,

 

Thanks Martin, it's as I suspected. I'll get a hold of Hornbill support.

 

Thanks again for your response!

 

Josh M

[Test User]

@Joshua T M the Outbound Route that @Martyn Houghton suggested can be added by any system administrator, it does not have to be added by us (HB). Navigate to "Outbound Mail Routing" in admin tool, create a new route. Fill in the details as in screenshot. Once done, "Test SPF". If all ok you should now have the "Save Changes" button enabled. Save the new route. Test the password email again and let us know the outcome.

[Joshua T M]

3 minutes ago, Test User said:

@Joshua T M the Outbound Route that @Martyn Houghton suggested can be added by any system administrator, it does not have to be added by us (HB). Navigate to "Outbound Mail Routing" in admin tool, create a new route. Fill in the details as in screenshot. Once done, "Test SPF". If all ok you should now have the "Save Changes" button enabled. Save the new route. Test the password email again and let us know the outcome.

If only it were that simple... As below -

SPF Check Fail
SPF CHECK FAILED: Unable to locate any SPF record for domain: live.hornbill.com

No TXT v=spf1.. record found, querying for DNS SPF record

SPF CHECK FAILED: No SPF record found for: live.hornbill.com

[Steve Giller]

Hi @Joshua T M

Details on adding SPF and TXT record to your DNS server are detailed on the Hornbill Wiki.

You must have a valid SPF/TXT record to save the configuration.

[Joshua T M]

Just now, Steve Giller said:

Hi @Joshua T M

Details on adding SPF and TXT record to your DNS server are detailed on the Hornbill Wiki.

You must have a valid SPF/TXT record to save the configuration.

Thanks Steve, Not relevant as I cannot update the SPF record for live.hornbill.com. We already have our Direct Outbound domain configured for "strumis.com". Apparently we need to have live.hornbill.com avaliable as an outbound mail route to enable report and password reset emails to be sent?

Please read the opening post on the issue we are trying to resolved. Happy for any advice.

 

[Victor]

@Joshua T M - I've sent you a PM

[Victor]

To conclude this thread, it appears the issue happens when the value for mail.outbound.spfCheck.originDomainInclude system setting is changed. This setting was intended to be read only and should not be available for editing. This will be corrected shortly. Meanwhile if anyone experiences this issue, check the system setting and ensure it has the default value.