---
title: "Email notifications are not sent"
slug: "troubleshooting-1"
updated: 2026-06-21T14:52:03Z
published: 2026-06-21T14:52:03Z
canonical: "kb.ctera.com/troubleshooting-1"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://kb.ctera.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Email notifications are not sent

### Problem

Messages are not being received following actions that are supposed to trigger email notifications, such as actions configured as email alerts, monthly reports, and the creation of new users.

### Cause

The following are possible causes:

- The server is being blocked from sending emails. There may be just one specific IP address that can't relay the emails.
- The portal SMTP settings are incorrect.

### Solution

Test the SMTP connection by creating a new user in the portal, using your own email address and wait for a confirmation email.

### The Server is Being Blocked from Sending Emails

**To discover which IP address is blocking emails from being sent:**

1. Access the SMTP server via telnet on port 25.
2. Type **HELLO `<your mail server domain>`** and press **ENTER**.
3. Type **AUTH LOGIN**. The server responds with an encrypted prompt for your user name.
4. Enter your user name encrypted in base 64. You can use one of several tools that are available to encode your user name.
5. The server responds with an encrypted base 64 prompt for your password. Enter your password encrypted in base 64.
6. Type **MAIL FROM:[sender@domain.com](mailto:sender@domain.com)** and press **ENTER**. If the sender is not permitted to send mail, the SMTP server returns an error.
7. Type **RCPT TO:[recipient@remotedomain.com](mailto:recipient@remotedomain.com)** and press **ENTER**. If the recipient is not a valid recipient or the server does not accept mail for this domain, the SMTP server returns an error.
8. Type **DATA**.
9. Optionally, type message text, press **ENTER**, type a period (.), and press **ENTER** again. A response is displayed, indicating that mail is queued for delivery. The following is an example of the output that appears if no IP is blocking the sending:  

`root@ss001604:~# telnet <smtp server name> 25`  

`Trying <smtp IP address>...`  

`Connected to sysmail.swisscom.com.`  

`Escape character is '^]'.`  

`220 ********* ESMTP Service (Network name) Ready, No UCE`  

`helo <smtp server name>`  

`250 ******** Hello [ip address], pleased to meet you`  

`mail from: <sending email address>`  

`250 2.1.0 ***************... Sender ok`  

`rcpt to: john@ctera.com`  

`250 2.1.5 john@ctera.com...`

If a device is blocking the sending, a line such as the following appears in the output: `250 <IP address> can't relay`

This gives you the IP address of the device that cannot relay emails.

### The Portal SMTP Settings are Incorrect

**This task can be performed in the global administration view only.**

1. In the global administration view, select **Settings** in the navigation pane.
2. Select **Messaging Settings** under **NOTIFICATIONS AND LOGS** in the Control Panel page.
3. In the Messaging window that is displayed, check that the mail server address and credentials are configured as intended.
4. Check whether your SMTP server requires TLS or not and check or uncheck the **Enable TLS** checkbox accordingly.