Fix an email that did not arrive

Changing the email address of the admin user account

When a WindoorERP database is created, the main admin account is assigned a placeholder email address. It is recommended to replace the admin email address with a valid email address to prevent outgoing email issues.

Delivery failure

When a message is sent, an (envelope) icon is displayed in the chatter. The icon turns red when delivery has failed for at least one recipient.

Left-click the envelope to display information about the delivery, and, if possible, the relevant error messages.

Click See Error Details to get extra information for the fail reason, if WindoorERP was able to process the original error or bounce email.

Click Send & close to retry sending the email to all toggled-on () recipients under the Try Again column. All toggled-off () recipients will be ignored.

Click Ignore all to ignore all currently failing emails and turn the envelope icon from red to white.

Unsent emails also appear in the WindoorERP email queue. To access it, activate the developer mode and go to Settings › Technical › Email: Emails.

Failed emails display the Delivery Failed status. Click Retry to put a failed email in the email queue again. It will then appear with the Outgoing status. The email will be sent again the next time the scheduled action for the email queue runs.

Optionally, queued emails can be sent immediately by clicking Send Now. Click Cancel Email to remove it from the email queue.

Common error messages

Daily limit reached *******************

The default daily email limit varies between 5 and 200 emails. The exact limit is depends on several factors (subject to change):

• Type of database subscription (one app free, trial, paying subscription)
• Apps installed (i.e., Email Marketing, Marketing Automation)
• If a database migration is ongoing

If the daily limit is reached, you can:

1. Numbers of users on the database
   1. Apps installed
   2. Bounce rate (the percentage of email addresses that did not receive emails because they were returned by an email server on their way to the final recipient).
   3. Whether your email aliases are correctly set up and use the appropriate custom domains.

      Tip

      When using a custom domain, verify that SPF, DKIM, and DMARC are correctly configured so that WindoorERP's email servers are allowed to send emails on your custom domain's behalf.

2. Use an external outgoing email server to be independent of WindoorERP's email limit.
3. Wait until the next day, and retry sending the email. To do so, activate the developer mode, go to Settings › Technical › Email: Emails, and click Retry next to the unsent email.

SMTP error **********

Simple Mail Transport Protocol (SMTP) is a standard used to transmit emails between email servers and/or email clients.

If you use an external STMP server to send emails, a standard set of SMTP error codes exists. While the code numbers are not specific to WindoorERP, the exact content of the error message might vary from email server to email server.

Mail Delivery Failed
Mail delivery failed via SMTP server 'None'.
SMTPDataError: 550
The from address does not match a verified Sender Identity. Mail cannot be sent until this
error is resolved. Visit https://sendgrid.com/docs/for-developers/sending-email/sender-identity/
to see the Sender Identity requirements

Usually, inputting the error message content in a Google search can yield information on what the root cause might be and how to correct the issue.

No error populated ******************

WindoorERP is not always capable of providing information on the reason a delivery failed. The different email providers implement their own policy on bounced emails, and it is not always possible for WindoorERP to interpret it correctly.

Execution time

The exact time of an email is sent is handled by a system utility cron (scheduled action) that can be used to schedule tasks to run automatically at predetermined intervals. WindoorERP uses this approach to send emails that are considered "not urgent" (i.e., newsletters formats such as mass mailing, marketing automation, and events). This avoids cluttering the mail servers and, instead, prioritizes individual communication.

A cron is an action that WindoorERP runs in the background to execute particular code to complete a task. WindoorERP also creates cron triggers in certain workflows that can trigger a scheduled action earlier than its scheduled date. Running a scheduled action manually or changing its frequency is generally not recommended, as it might create errors or break specific workflows.

By default, for the normal email queue, the Mail: Email Queue Manager cron runs every 60 minutes. The lowest running interval for a cron is 5 minutes. WindoorERP recommends an interval of 15 minutes to ensure proper operation. If the interval is too short, not all emails may be processed, which may cause the cron to timeout.

Emails that are considered urgent (from one person to another, such as sales orders, invoices, purchase orders, etc.) are sent immediately. They do not show up under Settings › Technical › Email: Emails, unless their delivery fails.

Email campaigns are sent as soon as possible (after clicking the Send button) or at a scheduled time (after clicking the Schedule button).

For the email marketing queue, the Mail Marketing: Process queue cron runs once a day, but will be automatically triggered early if a campaign is scheduled outside of this default frequency. If a mailing list contains a large number of recipients, triggering the cron manually multiple times is not recommended, as it will not accelerate the processing time and might create errors.

Email Marketing campaigns stuck in the queue

If multiple Email Marketing campaigns are put in the queue, they are processed in chronological order based on their creation date.

When there is an issue with incoming emails, there might not be an indication, per se, in WindoorERP. It is the sending email client, who tries to contact a database, that will get a bounce message (most of the time a 550: mailbox unavailable error message).

Email is not received

You can use database logs to understand and fix issues. Logs are a stored collection of all the tasks completed in a database. They are a text-only representation, complete with timestamps of every action taken on the WindoorERP database. This can be helpful to track emails leaving the database. Sending failures can also be seen by logs when they indicate that the message tried to send repeatedly. Logs show every action to the email servers from the database.

Errors from your provider follow the standard SMTP codes; the numbers are universal, the wording is theirs. A 550 usually means the provider refused the sender address — for example a sending service replying that "the from address does not match a verified Sender Identity". The fix is on the provider's side: verify the address or the domain, then check the outgoing server's FROM filtering and the default From of the database.

Every sending provider caps how much you may send, and blacklists senders whose mail bounces too often. If your mail stops going out in volume, check the provider's dashboard before suspecting the database. Cutting the volume helps too: followers who read their notifications inside WindoorERP instead of by email generate no outgoing mail at all.

Inbound problems are invisible from inside the database — it is the sender who gets the error, usually 550: mailbox unavailable. Ask them for the exact bounce text, then check the alias, the redirection or the incoming mail server it should have used.

When you contact info@windoorerp.com about email, include:

1. The original message exported as .eml or .msg — a forwarded copy loses the headers that matter. For outgoing mail, name the record and the exact date and time instead.
2. The flow that should have happened: is it a reply, a message sent by the database, a redirection, an incoming mail server?
3. Whether it is a one-off or affects everything, and whether it started after a settings change.