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Thread: Read this first - Troubleshooting eMail

  1. #1
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    Read this first - Troubleshooting eMail

    Basic e-Mail testing and Troubleshooting

    To test your email you have a couple of choices. There’s a “test” checkbox at the bottom of the network/email setup screen. You can also go to the status screen and change the status for the email outlet from “auto” to “manual on” and update (remember to change it back). And of course, it can be activated through a program statement on the email outlet, something like “If time 01:00 to 23:00 then ON” (obviously that’s not what you want to keep but it will do the job for testing).

    The Apex has an email tracing/logging tool you can use if you're having trouble. The steps are as follows:


    Run Command Prompt from the Start button menu

    From the Command Prompt (sometimes called a DOS prompt) window, telnet into the controller and login, Issue the following commands:
    cons
    1 maild
    mail

    The commands and output will look something like this. Note at the bottom the “message accepted” statement indicating a successful completion.

    AquaController Login
    login: admin
    password: ****

    AquaController> cons
    AquaController> 1 maild
    AquaController> mail
    AquaController> SMTP: server = 2c40a5d5
    SMTP: fdopen OK
    SMTP: mailhost --> 220 mail.gmx.com GMX Mailservices ESMTP {mp-eu015}
    SMTP: mailhost <--
    SMTP: EHLO neptunesys.com
    SMTP: mailhost --> 250-mail.gmx.com GMX Mailservices
    SMTP: mailhost --> 250-8BITMIME
    SMTP: mailhost --> 250-ENHANCEDSTATUSCODES
    SMTP: mailhost --> 250-SIZE
    SMTP: mailhost --> 250-AUTH=LOGIN PLAIN
    SMTP: mailhost --> 250-AUTH LOGIN PLAIN
    SMTP: mailhost --> 250 STARTTLS
    SMTP: mailhost <--
    SMTP: auth login
    SMTP: mailhost --> 334 VXNlcm5hbWU6
    SMTP: mailhost <--
    SMTP: YWpvbmVzbWlzQGdteC5jb20=
    SMTP: mailhost --> 334 UGFzc3dvcmQ6
    SMTP: password A
    SMTP: mailhost <--
    SMTP: Y29vbmllMDA=
    SMTP: mailhost --> 235 2.7.0 Go ahead {mp-eu015}
    SMTP: password B
    SMTP: Mail From A
    SMTP: mailhost <--
    SMTP: MAIL FROM: <[email protected]>
    SMTP: mailhost --> 250 2.1.0 ok {mp-eu015}
    SMTP: Mail From
    SMTP: mailhost <--
    SMTP: RCPT TO: <[email protected]>
    SMTP: mailhost --> 250 2.1.5 ok {mp-eu015}
    SMTP: RCPT To
    SMTP: mailhost <--
    SMTP: DATA
    SMTP: mailhost --> 354 mail.gmx.com Go ahead {mp-eu015}
    SMTP: mailhost <--
    SMTP:
    SMTP: mailhost --> 250 2.6.0 Message accepted {mp-eu015}
    SMTP: mailhost <--
    SMTP: QUIT
    SMTP: mailhost --> 221 2.0.0 GMX Mailservices {mp-eu015}

    In the telnet window you will see a log of all the commands and responses the Apex issued and received while attempting to send a test email to your defined mail service. These are known as SMTP Response Codes and you can see what they mean here:

    http://email.about.com/cs/standards/...ror_code_2.htm .

    You can copy/paste this (right click in the DOS command window, click on “select all”, then right click again and this time select “copy") into a message to Neptune support ([email protected]) if you can't figure out what the error is but it's usually pretty obvious.

    Use the exit command to logout and terminate the telnet session.

    A couple of special notes:
    If you have Time Warner as your ISP: There have been some reports of DNS issues with Time Warner. This usually shows as an error ‘unknown host’ for mail.gmx.com (and perhaps others). If this applies to you, then the only solution I’ve seen is to use a public DNS service instead of Time Warner. OpenDNS is one free service, Google has another. Substitute 8.8.8.8, 8.8.4.4 or 70.169.64.130 in your network settings for the “DNS Server”. Remember to reboot.
    If you have AT&T and you’re using a 2-Wire modem: The default gateway on 2-wire modems is different than the typical. Usually it will be something like 192.168.1.1 however with 2-Wire the last octet will be 254, for example: 192.168.1.254. Look at the network settings for your PC to be sure.
    Last edited by RussM; 02-15-2014 at 09:10.

  2. #2
    Master Control Freak RussM's Avatar
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    Email diagnostic test for Mac users

    For Mac users, the process is just a bit different

    Open Terminal

    Type in:

    telnet -K xxx.xxx.xxx.xxx (where the x's are your Apex's IP address. Note that the 'K' is uppercase.)

    Press the {RETURN} key

    As soon as you see the login prompt and some random characters, press Control-]

    The prompt will change to:

    telnet>

    Type in

    mode line

    Hit {RETURN} 2 or 3 times until you see login:

    Enter your Apex username {RETURN}, enter the password {RETURN}

    Type in:

    cons {RETURN}
    1 maild {RETURN}
    mail {RETURN}

    Look for any error messages.

    Use the exit command to logout and terminate the telnet session.

  3. #3
    Master Control Freak RussM's Avatar
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    Windows users: If you get a 'Command not found' error when you attempt to run the telnet program in the DOS/Command Prompt, that means that telnet has not yet been installed. It's easy to install it:

    To install Telnet Client on Windows 8, Windows 7 or Windows Vista


    • Click Start, and then click Control Panel.
    • On the Control Panel Home page, click Programs.
    • In the Programs and Features section, click Turn Windows features on or off.
    • If the User Account Control dialog box appears, confirm that the action it displays is what you want, and then click Continue.
    • In the Windows Features list, select Telnet Client (do NOT check Telnet Server), and then click OK. Be patient - it can take several minutes for the process to complete.

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