Check scheduled outgoing mail
Notifications is very important part of PBA functionality. If a customer did not receive notification about created invoice, renewal order or subscription going to expire it may lead to problems with services provided to a customer, their subscription may expire or the whole account may be put on credit hold.
Monitor outgoing e-mails on regular basis:
- Log in to PBA Provider Control Panel
- Navigate to Configuration Director > Mail Log > Outgoing E-Mail Log
- Verify that there are no outgoing emails that stuck in the Scheduled state for long period of time (e.g. more than 1 hour)
- For any email stuck in the Scheduled state, click on the email
- Look in the Comments field for the reason the email cannot be sent successfully
Issues that could affect the ability of PBA to send outgoing emails may include outage of the internal mail relay or problems with network connectivity to that mail relay.
Troubleshooting steps include:
- Log in to the PBA Management Node server and check the mail relay host name in the AMAIL-users.db file
- PBA for Linux - /usr/local/bm/conf/AMAIL-users.db
- PBA for Windows - C:\Program Files\Parallels\PBA\conf\AMAIL-users.db
- Verify the connectivity from the PBA Management Node to the mail relay host by attempting to connect to the port 25 (SMTP) of the mail relay host using e.g. the telnet utility
- Try to manually sent an email via the mail relay host by connecting to the port 25 (SMTP) of mail relay host using telnet and executing standard SMTP commands (HELO, MAIL FROM, RCPT TO, DATA)
Once any issues with the mail relay have been resolved, return to the Outgoing E-Mail Log in PBA Provider Control Panel to ensure that all scheduled outgoing emails have been sent successfully.
Additional information
See the global article #113946 Parallels Automation Maintenance Guide for checking other important settings.