Action Centre Email Troubleshooting

Action Centre Emails

Action Centre notifications also have the capability to email a subscriber in addition to generating an Action Centre message.

This help page covers troubleshooting emails not being generated or received originating from an action centre notification. 

This is applicable to any Action Centre message where Email has been enabled but not received.

The assumption is an Action Centre Message has been generated however an email has not been received by the subscriber.

If an Action Centre message has also not been generated then perform Action Centre message troubleshooting first.

1 - Email subscription

Note: This section NOT applicable to Targeted Action Centre messages

Select System -> Group user security

Select the affected user

Select the Action Centre Tab

Ensure Email checkbox is selected for that Action Centre Message

OR

Ensure the user is assigned to a group which has the Email box selected

2 - Mail Profile configuration

Action Centre Email uses Database Mail Profile. Confirm the Mail Profile is configured correctly.

Select System -> Configuration File maintenance

Filter on System | Email | MailProfile | ActionCentre

Ensure ActionCentre(Key 4) has a MailProfile in the Value field.

3 - Mail profile setup in SQL Server Management

Confirm Database Mail Profile is configured correctly via this link.

Database-MailProfile

4 - SQL Server Agent Job

When an email is generated from an Action Centre message it sits in a temporary holding table until a SQL Server Agent job processes any unsent emails. This Agent job runs every minute and processes any unsent emails.

In SSMS (SQL Server Management Studio) navigate to SQL Server Agent

Search for Agent job Synergetic Email Processor : Synergetic_DBName

Right Click and View History

Ensure the Email Processor Agent job is processing every minute and has completed successfully since the action message was generated

Note: It does not matter if the agent job has failed on 1 or 2 occasions throughout a day(this does occur). The next successful run has processed all outstanding emails.

5 - Check mail logs

In SSMS (SQL Server Management Studio) query the following Synergetic Database table

select * from media.SystemEmail where createddate > getdate() -1

(this returns records for the past 24 hours so adjust accordingly)

Review the result set

Confirm the MailProfile in the ParamMailProfile field is valid and matches the above profile (from (2))

Confirm the Email recipient appears in the ParamRecipient Field

Check for Error messages in the ErrorMessage Field

Ensure a date value is in ProcessedDate Field

If the  ProcessedDate Field = NULL then the SQL Agent job has not processed correctly (Step 4)

The most likely answer will be in this Query result set and Mail Profile requires fixing.