we are using version 2008 (8.0.2.7604)

I have seen a similar post to this but with no conclusive answer.

We have an email account set up for collecting incidents.  This passes all tests and works if 'Check Now' is selected from the email account list.

I have already checked that the OnTime services are running and they are.

Have also checked the exception viewer and have nothing relevant in there.

Have checked the server's events viewer application log for OnTime and no erros since 29/04 .

Any ideas where to look next?

 

Thanks

Marcus

Does it never work, or does it work for a while and then stops working?

If there are no errors it's pretty hard to say, but here are some of the things that could cause problems:

- security permissions of the account the service runs under (usually a restricted service account) - could test running it as another user
- IP/machine restrictions on the mail server no allowing the machine where the service is running to connect - test by running OnTime on that same machine and doing a manual check
- virus protection software killing the connection from the service to the mail server - test by stopping any virus protection software

These would usually generate some kind of error though, but it might be worth checking them out.

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Dan Suceava
http://www.axosoft.com

It never works automatically - only if we click tools>>Manage>>Email Accounts  select the account and click on 'check now' does it work.

We have OnTime running on one of our web servers and we are using a mail server which is external to our web server network and which requires authentication but this all checks out ok - we are also using the same mail server and account for sending notifications and they work absolutly fine.

 

So assuming that OnTime uses the same service for notifications and collecting emails this would elminate security permissions on the service wouldn;t it?

And again given notifications work I think this eliminates IP/Machine restrictions

Ditto virus protection

We have other mail programs operating on this server quite happily albeit without a scheduler.

It seems to me that it isn't the connection that is the issue but the scheduling/automated pick up - presumably notifications run under the OnTimeAlert service?  But scheduled pick ups run under OnTime EMail Service?

In any event all three OnTime services run under the local system account so I would assume if one works they should all work?

Is there any issue/differance which revolves around the way this is scheduled?

thanks

The Email Queue service is the one sending out emails, and the Email service is the one reading in emails.  They are two different services, so you want to make sure you have both running.

Does the Last Checked field change when you look at the Manage Email Accounts page?  That field should get updated every time the service checks the account.  How often do you have it set up to check the account?

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Dan Suceava
http://www.axosoft.com