Troubleshooting batch emails
The batch email process can fail in one of two ways:
- Time does not send any of the emails in the batch
- Time sends only some of the emails in the batch
If you experience one of the problems above, you can check the log for a batch email and look for any error messages or problems. Below, you can find a list of the more common error messages, explanations for each of the messages, and recommended troubleshooting steps. If you do not see your error message below, contact CaseWare's Support team.
Common Issues for Batch Emails
|
Error Message |
Description |
Solution |
| Unexpected RCPT TO response, Last Response: 550 5.1.1 recipient rejected | A spam filter has blocked the message from reaching the intended recipient. | Check with your internet service provider to make sure that the recipient's spam filter is not on. |
| Unexpected Mail FROM response, Last Response: 503 5.5.0 sender already specified | The server has encountered a bad sequence of commands, or it requires authentication. | Install the latest Windows update. If updating Windows does not solve the problem, you should report this issue to your internet service provider. |
| Unexpected End of Message response, Last Response: 552 5.2.0 | Your client's mailbox has exceeded its storage limits. (this could also be a result of a Windows update) | Install the latest Windows update. If updating Windows does not solve the problem, you should report this issue to your internet service provider. |
| No data available - cannot create attachment | You are emailing a client who has no entries in the document being sent. | Open a specific document for this client in Time to verify that there are really no entries. Time will not include a client without entries when you are sending a batch email. |
| Error in sender address | Most likely means that you cannot relay mail through your exchange server. | Confirm that relay with authentication is allowed on the exchange server. |
| Cannot connect to the SMTP server | Time cannot connect to the SMTP server. |
Check the following details:
|
| (no error message) |
The batch email successfully sends emails to people inside your network, but it does not send any emails to external email addresses. Note: You can verify this by setting the email for one of your clients to an internal email address and trying to send the batch email again. |
Confirm that the following settings are true on the exchange server:
|
Comments and suggestions about this article and our software are greatly appreciated. As a user of our products, you are in a unique position to provide ideas that have an impact on future releases of this and other products.
Before contacting Technical Support, please consult the online Help and any other documentation included with this package as your first source to solve the problem.
If you require additional assistance, you can contact CaseWare® Technical Support by contacting your nearest CaseWare distributor.
When you contact CaseWare® Technical Support, you should be at your computer and have your documentation at hand. Be prepared to provide the following information:
- Your Client Number.
- The product version number, found by clicking the Help menu and selecting About.
- The type of computer hardware you are using.
- The software version number of MS-Windows.
- The exact wording of any messages that appear on your screen.
- A description of what happened and what you were doing when the problem occurred.
- A description of how you tried to solve the problem.
CaseWare Support
NORTH AMERICA
Email: support@caseware.com
Phone: 416-867-9504
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