Why aren't my emails going out

First level of discovery: Questions that need to be answered to direct solution finding

MCe

Note: MCe has always used it's own relay server, unlike MC, in MCe it is built in, so all the communication and verification issues are removed.

Is it working for some Events & Actions and not others?

Are you on one of our SaaSs (we handle everything on the email server side for you) or on prem (you handle everything on the email server side)?

MC

Are you on our SaaS (we handle everything on the email server side for you) or on prem (you handle everything on the email server side)?

Was it working previously and just stopped or is this a new setup that has never worked or is this 'it stopped working after an upgrade'? Note that "an upgrade" may mean a routine minor Windows upgrade (especially if in Windows 2022 or newer) so "we didn't upgrade anything" frequently turns out to be "Well except these windows upgrades that turned the Windows relay server off."

Is it working for MCe but not for anything in MC?

Is it working for reports?

Is it working for rules and notifications?

Is it working for new user sign up? (And if yes - are they using LoginHub or MC)

Is it working for 'forgot password'? (And if yes - are they using LoginHub or MC)

What logs have you checked?

note that MC does not have any logs for emails it sends out. It relies on the relay server you have set up for that, be it the MCe reliability relay server or be it one that you prefer and set up.

Now let's start the troubleshooting

Older, using MC without the MCe reliability server

Prior to Windows 2022

Windows provided a relay server that made it pretty easy for MC to operate and send emalis.

MC uses an old protocol that was considered fine in 2003 in modern days is no longer considered safe except in special cases. The MC on the server is one of those special cases.

Starting with and after Windows 2022

Windows removed their relay server, likely because it was being used in unsafe ways with the old protocols. There are ways to turn it on, but subsequent minor upgrades can turn it off again leaving you surprised and not know this was why it suddenly stopped.

Option 1:

Use the MCe relay server. (Available for any customers that get their MC SMA through us.)

Option 2:

Set up your own relay server. There are several options and we don't make ourselves experts at that.