Emails are not sending

In order to determine where and if there's a problem, you can check on a few things and run a couple of tests.


1. Check you have email addresses stored for the customers you are trying to email.

You can check a customer's details once they're on the main form by single clicking on the address area of their details. Look for the box labelled "Primary Email" or "Email List".


2. Check the Transactor Emailer is running in the background

If you're running Transactor Desktop on a single PC, the Transactor Emailer should start up automatically when you start Transactor Desktop, and displays on your Windows taskbar as a blue envelope, or a blue square with a white "@" symbol if you have version 7.08 or earlier, or a red envelope. If it's not running, you could just close Transactor Desktop and re-open it and the Emailer will start again.

If you're running Transactor Desktop on multiple PCs then one of them is designated as your server. The Transactor Emailer should start up automatically when Windows starts on that PC. If it's not visible in the Windows taskbar you can try opening it using the Transactor Emailer icon in your Windows Start Menu > Programs > Transactor.


3. Check the error messages reported by the Emailer

Click the red box in the bottom right of your Transactor Desktop window. This will list all your failed emails along with an error message.

Note that Virgin Media/NTL will place a 24 hour block on your email account if you send too many emails within a short period. This is to stop spammers. If you see the error messages mentioning error VM320 then this block has been placed on your account and you will not be able to send anything for 24 hours. We recommend using a non-Virgin Media/NTL account for sending your monthly invoices.

AOL also has a similar procedure where they require you to complete an online puzzle to confirm you are a human and not spam generating software.

If the error messages mention authentication errors it is possible you have entered your password incorrectly in the Emailer Setup. Note that if you have updated your email password recently, you will also need to update this in the Emailer Setup page of Transactor Desktop.


4. Check with the recipient that the email hasn't gone into their spam folder

Most email accounts will filter out spam, but sometimes they can filter out emails from legitimate sources by accident. To stop that happening you can usually specify if email coming in from particular email addresses is never considered spam. That's the whitelist - basically a list of addresses that can be trusted.

So, if your customers are finding the emails from Transactor Desktop are ending up in their spam folders, they need to add your email address to their list of trusted addresses. They may know it as a whitelist, or a trusted senders list. Every webmail account or email program manages this differently so they'd have to look into how to do that themselves.


5. Check the settings in the Transactor Emailer

You can follows this article for in-depth discussion of the Emailer:   Emailer Setup.

  • For Transactor Desktop versions 7.08 and above, you should open the Control Centre from the Tools menu, then click Advanced, then Emailer Setup. For earlier versions you should bring up the Transactor Emailer by clicking on it on your Windows taskbar, then clicking the Settings button.
  • Check the settings are correct for the email account you want to use for sending email out. Generally the user name will be your email address and the password is your usual email password. The Outgoing Server name, port and SSL settings are dependent on your email provider so you may need to check with them what these settings are. If you have ticked Authentication, check you have also entered your user name and password in the boxes below the Authentication tickbox, and entered the number 2 in the box above these.
  • For Transactor versions prior to 7.08 (ie. you have clicked Settings on the Transactor Emailer application itself, rather than used Emailer Setup in the Control Centre), check the STUNNEL paths are correct. As a quick check, the first part of the Directory path, Exe filespec and Cert filespec should match the first part of the Database path which is shown at the very bottom of the Settings page.

Once you've checked the Settings, click Close (or OK) to save them. For single PC Transactor Desktop sites, ensure the Transactor Emailer is running at the bottom of your Windows desktop - don't close it! If you close it you can always open it again using the instructions in Step 2 above.

Some common email providers and their settings are listed below. Note that these settings were obtained from each provider's help guides.

Note 1: You may need to enable sending from third-party applications on your email account for this to work. For example, on GMail you will need to enable "access from less secure apps" from your GMail interface.

Note 2: If you have your own domain (the bit after the @ symbol, such as in enquiries@reallygooddentallab.com), or a provider not on the list below you will need to check with your email host/provider for the correct settings, and enter these in the Emailer setup. You will need to ask them for:  The outgoing (smtp) server, outgoing port, is SSL used, is Authentication required.


Provider Outgoing Server Port SSL Authentication
AOL smtp.aol.com 587 Unticked Ticked (2)
BT Business (BT Connect) smtp.office365.com 587 Ticked Ticked (2)
BT Internet smtp.btinternet.com 465 Ticked Ticked (2)
GMail (Google Mail) <see note 1 above> smtp.gmail.com 587 Ticked Ticked (2)
Hotmail/Live.com smtp.live.com 587 Ticked
Me.com/Apple iCloud smtp.mail.me.com 587 Ticked Ticked (2)
NTL World smtp.ntlworld.com 465 Ticked Ticked (2)
Outlook.com smtp-mail.outlook.com 25 Unticked Ticked (2)
TalkTalk smtp.talktalk.net 587 Unticked Ticked (2)
Tiscali smtp.tiscali.co.uk 587 Unticked Ticked (2)
Tiscali (alternative) smtp.talktalk.net 25 Unticked Ticked (2)
Virgin Media smtp.virginmedia.com 465 Ticked Ticked (2)
Yahoo  <see note 1 above> smtp.mail.yahoo.com 465 Ticked
*** your own provider *** <see note 2 above> *** check with your provider *** *** *** ***


6. Try sending an email to yourself

Either send any report to Preview Window, then click the Email icon at the top... OR temporarily change the Email address on one of your customers to your own email address, then try and send a report via email to that customer... OR create a new "Send To" channel so you always have the option of sending emails to yourself. To do this:

  • Open the Control Centre using the Tools menu
  • Ensure you're on the Setup Wizard page by clicking it at the top left
  • Click on "Send To's" near the bottom of the vertical list
  • Click the green plus symbol on the right of the page to add a new channel
  • Enter the name as "Email to self" or "Email to <your email address>"
  • Enter the Type as "Email address (third party)"
  • Enter your full email address in the "File Path or third party email address" box
  • Set the Email > Subject to "Document(s) Delivery"
  • Set the Email > Text message to "Please see attached document(s) + Signature"
  • Set the Email > HTML message to "No message"
  • Click OK, then Close the Control Centre
Now try sending the same reports you were having trouble with, to yourself.


7. Try sending an email to us

Run off a report as normal, even if it's a single invoice or job ticket and when you have the option to Email to Customer, Printer, Preview Window etc. please select "Email to Transactor Support".

Send us an email from your normal email program once you've done that and let us know you have tried to email a report to us. We'll get back to you shortly to let you know if we received it.


8. You may need to update your Transactor Desktop to the latest version

Later versions of Transactor Desktop support TLS/SSL security, which may be required by your email provider. Note that email providers may also be updating their servers to support this newer security at any time.

You can use Help menu > Check for Updates, to check if a newer version is available, or contact the Helpdesk.

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