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Article ID: 3783, created on Feb 8, 2008, last review on Aug 7, 2015

  • Applies to:
  • Helm 4


Welcome mails aren't being sent out. It appears as though my mail server isn't sending out mail via Helm.
1.) There is an SMTP test in the Configuration Tool to check if this works. Open the Configuration Tool and go to the SMTP settings, and try the test. It doesn't matter what you specify as the "from" address, but use a valid "to" address so you can check if SMTP works.
2.) If you don't receive the SMTP test mail, it is likely that there is something incorrect with your SMTP settings in the Configuration Tool. Firstly, is your mail server remote? If so, make sure you don't have localhost or (local) set as the SMTP server. You need to put the IP of the remote server instead. If it is a local machine, you can use either the IP or (local) or localhost - try with all three, as some mail servers work differently with each setting. Make sure you Apply each time you change the setting before using the SMTP test.
3.) If you still don't receive the test mail, check the port number. By default, it's set to 25. If you are running any other SMTP server on this port (such as MS SMTP which can be found in IIS) then it may override your Configuration Tool settings and prevent mail from being sent. Make sure nothing else is using SMTP on the port you have entered.
4.) If you still aren't getting the test message, it is likely that there is a problem with CDOSYS on your machine. CDOSYS is used by Helm to relay messages either to the mail server you're using (which then sends out the message), or to the Windows SMTP server (which then sends out the message). To test if CDOSYS is working on your machine, open a new text file on the server, and place this in it:
Dim iMsg
Dim iConf
Dim Flds
Dim smtpServer
Dim smtpServerPort
Set iMsg = CreateObject("CDO.Message")
Set iConf = CreateObject("CDO.Configuration")
Set Flds = iConf.Fields
With Flds
    smtpServer = "MY.IP.ADDRESS.HERE"
    'Send using External SMTP Server?
    If Len(smtpServer) > 0 Then
        .Item("") = 2 'cdoSendUsingPort
        .Item("") = smtpServer
        'Port (default to 25)
        smtpServerPort = 25
        .Item("") = smtpServerPort
    End If
    .Item("") = 1
End With
' Apply the settings to the message.
With iMsg
    Set .Configuration = iConf
    .Subject = "This is a test mail from script"
    .TextBody = "This is a test mail sent: "& Now
End With
Replace MY.IP.ADDRESS.HERE with the IP Address you're trying to send mail from (internal or external) and replace CHANGEME@MYADDRESS.COM with an email address you want a test message to go to.
Save the file as testmail.vbs on your desktop. Now double click the vbs file. Does it give an error? If it gives the following error:
Error: Library not registered
Code: 8002801D
then it is likely that CDOSYS is corrupt on your machine. To try and resolve this, do the following.
a) Open up Command Prompt on the server.
b) Type regsrvr32 /u "C:\\Program Files\\Common Files\\Microsoft Shared\\CDO\\CDOEX.DLL" and press Enter.
c.) Type regsrvr32 C:\\WINNT\\system32\\cdosys.dll and press Enter.
Note - if you are running Windows 2003, the path will point to C:\\Windows and not C:\\WINNT so make sure you alter this if necessary.
d.) You should get a success message after both of the above commands. Now double-click the testmail.vbs file again. It should send you a test mail, which means that mail will also get sent from Helm.
If, however, the commands errored or you are still getting an error running the script after carrying out step 4, you will need to contact your server provider to look into the problem with CDOSYS.

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