Symptoms
- The customer does not receive any mail notifications, while other customers do.
- The messages that should have been sent to the customer's e-mail exist in the message log but cannot be opened.
- An account name has non-latin1 symbols and is longer than 74 symbols.
An error in the Comment column of MailMsg table in the database is:
"mailsmtp_data failed with code error 14:'Transaction failed'"Cause
PBA-E fails to send e-mails to accounts with names longer than 74 symbols consisting of non-ASCII symbols.
Resolution
Shorten an account's name.
Since PBA-E 5.5 the behavior in such situations is changed - an e-mail notifications are sent successfully but a long account name with non-ASCII symbols is trimmed to 62 symbols.