If OnTime notifications fail to be sent when using your own mail server, try the following troubleshooting steps:
Try Using the OnTime Mail Server
Temporarily use the OnTime Mail Server to rule out incorrect mail server settings. Doing so can help isolate if the problem exists with the mail server or the notifications themselves. If notifications send properly using the OnTime Mail Server, this would indicate that the problem does not lie with the notifications or OnTime. If notifications fail to send when using the OnTime Mail Server, there may be an issue with how notifications are configured.
Switch to the OnTime Mail Server by following these steps:
- Open OnTime Management Suite.
- Select General Options from the Home tab.
- Choose Connections.
- Under the Email Server heading, select OnTime Mail Server. (Note: It may take up to 10 minutes for mail server changes to take effect.)
Verify Account Credentials
Double-check the user name and password for the email account. If multi-factor authentication (MFA or 2FA) is activated for the email account, you may be required to generate an app password. Be sure to use a valid app password, not the general password used for the account.
For more information, see the following:
Note: It may take up to 10 minutes for mail server changes to take effect.
Verify Mail Server Settings
Verify that the mail server settings are set correctly for the desired email account. Check with your administrator or mail service provider to ensure the settings are correct.
For more information, see the following:
Note: It may take up to 10 minutes for mail server changes to take effect.
Note: In most cases, you should leave the box labeled User Windows Authentication unchecked. This should only be checked when using a Microsoft Exchange server located on the same local network.
Check Email Account Configuration
Some email accounts are secured in a way that intentionally blocks SMTP relay. SMTP relay is used by software systems such as OnTime to send messages through the specified email account. If messages are not relayed through the email account you've specified, SMTP relay may be blocked. Contact your administrator or mail service provider for assistance with enabling SMTP relay for OnTime.
Contact Your Email Service Provider
Check with your administrator or mail service provider for more information that may help identify the root problem. Administrators may be able to consult logs that record errors or other reasons for mail delivery failure.