Can't send e-mail

Before I started this topic, I read the following topic and tried all offered options: https://suitecrm.com/suitecrm/forum/feedback/17494-can-t-send-email?start=30

Facts:

  1. Sending test mails from the systems work properly.

  2. When setting up a mailaccount for a specific user, the test mail also works. But unfortunately I’m unable to send mail from that recenlty created user account.

  3. I think I know what the problem is: when checking the mail settings of the recently creater user account, it appears that the “From” Name: and “From” Address: are not saved: these fields are now empty again?

  4. I both tried to ADD and EDIT this mail account through Profile (logged in with the credentials of that user) and through Admin, which delivered the same results: unable to send mail from that user account.

Has anyone experienced the same issue and found a working solution? Or does anyone has a suggestion what is happening here?

Thanks in advance!


Error log:

Wed Apr 25 09:27:30 2018 [17338][cb2d0542-586d-d691-98cd-5a9570fccb9f][FATAL] Exception handling in /var/www/vhosts/server/path/SuiteCRM/include/MVC/Controller/SugarController.php:402
Wed Apr 25 09:27:30 2018 [17338][cb2d0542-586d-d691-98cd-5a9570fccb9f][FATAL] Exception in Controller: SugarFolder::retrieveFoldersForProcessing() Cannot Retrieve Folders - Please check the users inbound email settings.
Wed Apr 25 09:27:30 2018 [17338][cb2d0542-586d-d691-98cd-5a9570fccb9f][FATAL] backtrace:
#0 /var/www/vhosts/server/path/SuiteCRM/include/SugarFolders/SugarFolders.php(612): SugarFolder->retrieveFoldersForProcessing(Object(User))
#1 /var/www/vhosts/server/path/SuiteCRM/modules/Emails/EmailUI.php(3111): SugarFolder->getGroupFoldersForSettings(Object(User))
#2 /var/www/vhosts/server/path/SuiteCRM/modules/Emails/EmailUIAjax.php(1326): EmailUI->getShowAccountsOptions(Object(InboundEmail))
#3 /var/www/vhosts/server/path/SuiteCRM/include/MVC/View/SugarView.php(840): include_once(’/var/www/vhosts…’)
#4 /var/www/vhosts/server/path/SuiteCRM/include/MVC/View/views/view.classic.php(74): SugarView->includeClassicFile(‘modules/Emails/…’)
#5 /var/www/vhosts/server/path/SuiteCRM/include/MVC/View/SugarView.php(207): ViewClassic->display()
#6 /var/www/vhosts/server/path/SuiteCRM/include/MVC/Controller/SugarController.php(432): SugarView->process()
#7 /var/www/vhosts/server/path/SuiteCRM/include/MVC/Controller/SugarController.php(375): SugarController->processView()
#8 /var/www/vhosts/server/path/SuiteCRM/include/MVC/SugarApplication.php(109): SugarController->execute()
#9 /var/www/vhosts/server/path/SuiteCRM/index.php(52): SugarApplication->execute()
#10 {main}

What is your SuiteCRM version?

That error in the logs is for Inbound, please check the Inbound settings also. Make sure you select the appropriate IMAP folders.

Hi pgr,

I’m using version 7.10.4.

I looked at the inbound settings, and I also have the ‘Data error’ message here:

  • attached 1.jpg shows the standard view with a blue bar in top of the ‘Data error’ message
  • attached 2.jpg shows mouse hovering on top of the blue bar (making the blue bar disappear) in the same window

Hitting the first (top) ADD button, doesn’t fire the popup of the Mail account settup window. This makes it unable for me to change/add the inbound mail settings.

And when I try to reach it through Admin/Inbound E-mail I get two empty entries (please take a look at attached inbound.jpg).

Am I missing something here?

Do you see any errors in the logs at the moment when that “data error” shows? What about on the Browser’s developer console?

It seems that I’m also unable to add the required inbound mail folders (I guess because I’m unable to configure the inbound mail settings in the first place).

Hitting --None-- fires a popup stating ‘Rebuilding Folders. One moment please…’. It didn’t do anything when done.

Browser’s Developers console says (warning: I translated some text from Duth to English):

Loading before with source ‘https://suitecrm.serverpath/cache/jsLanguage/en_us.js?v=sR8biZ83G92TbnZdKqV_JQ’ failed.
index.php:35
Loading before with source ‘https://suitecrm.serverpath/cache/jsLanguage/Users/en_us.js?v=sR8biZ83G92TbnZdKqV_JQ’ failed.
index.php:35
unreachable code after return statement[more info]
sugar_grp_emails.js:500:403

This is what I found in the logs:

Wed Apr 25 11:43:50 2018 [12693][cb2d0542-586d-d691-98cd-5a9570fccb9f][FATAL] Exception handling in /var/www/vhosts/server/path/SuiteCRM/include/MVC/Controller/SugarController.php:402
Wed Apr 25 11:43:50 2018 [12693][cb2d0542-586d-d691-98cd-5a9570fccb9f][FATAL] Exception in Controller:  SugarFolder::retrieveFoldersForProcessing() Cannot Retrieve Folders - Please check the users inbound email settings.
Wed Apr 25 11:43:50 2018 [12693][cb2d0542-586d-d691-98cd-5a9570fccb9f][FATAL] backtrace:
#0 /var/www/vhosts/server/path/SuiteCRM/include/SugarFolders/SugarFolders.php(612): SugarFolder->retrieveFoldersForProcessing(Object(User))
#1 /var/www/vhosts/server/path/SuiteCRM/modules/Emails/EmailUI.php(3111): SugarFolder->getGroupFoldersForSettings(Object(User))
#2 /var/www/vhosts/server/path/SuiteCRM/modules/Emails/EmailUIAjax.php(1326): EmailUI->getShowAccountsOptions(Object(InboundEmail))
#3 /var/www/vhosts/server/path/SuiteCRM/include/MVC/View/SugarView.php(840): include_once('/var/www/vhosts...')
#4 /var/www/vhosts/server/path/SuiteCRM/include/MVC/View/views/view.classic.php(74): SugarView->includeClassicFile('modules/Emails/...')
#5 /var/www/vhosts/server/path/SuiteCRM/include/MVC/View/SugarView.php(207): ViewClassic->display()
#6 /var/www/vhosts/server/path/SuiteCRM/include/MVC/Controller/SugarController.php(432): SugarView->process()
#7 /var/www/vhosts/server/path/SuiteCRM/include/MVC/Controller/SugarController.php(375): SugarController->processView()
#8 /var/www/vhosts/server/path/SuiteCRM/include/MVC/SugarApplication.php(109): SugarController->execute()
#9 /var/www/vhosts/server/path/SuiteCRM/index.php(52): SugarApplication->execute()
#10 {main}
Wed Apr 25 11:52:46 2018 [14354][cb2d0542-586d-d691-98cd-5a9570fccb9f][FATAL] Exception handling in /var/www/vhosts/server/path/SuiteCRM/include/MVC/Controller/SugarController.php:402
Wed Apr 25 11:52:46 2018 [14354][cb2d0542-586d-d691-98cd-5a9570fccb9f][FATAL] Exception in Controller:  SugarFolder::retrieveFoldersForProcessing() Cannot Retrieve Folders - Please check the users inbound email settings.
Wed Apr 25 11:52:46 2018 [14354][cb2d0542-586d-d691-98cd-5a9570fccb9f][FATAL] backtrace:
#0 /var/www/vhosts/server/path/SuiteCRM/include/SugarFolders/SugarFolders.php(612): SugarFolder->retrieveFoldersForProcessing(Object(User))
#1 /var/www/vhosts/server/path/SuiteCRM/modules/Emails/EmailUI.php(3111): SugarFolder->getGroupFoldersForSettings(Object(User))
#2 /var/www/vhosts/server/path/SuiteCRM/modules/Emails/EmailUIAjax.php(1326): EmailUI->getShowAccountsOptions(Object(InboundEmail))
#3 /var/www/vhosts/server/path/SuiteCRM/include/MVC/View/SugarView.php(840): include_once('/var/www/vhosts...')
#4 /var/www/vhosts/server/path/SuiteCRM/include/MVC/View/views/view.classic.php(74): SugarView->includeClassicFile('modules/Emails/...')
#5 /var/www/vhosts/server/path/SuiteCRM/include/MVC/View/SugarView.php(207): ViewClassic->display()
#6 /var/www/vhosts/server/path/SuiteCRM/include/MVC/Controller/SugarController.php(432): SugarView->process()
#7 /var/www/vhosts/server/path/SuiteCRM/include/MVC/Controller/SugarController.php(375): SugarController->processView()
#8 /var/www/vhosts/server/path/SuiteCRM/include/MVC/SugarApplication.php(109): SugarController->execute()
#9 /var/www/vhosts/server/path/SuiteCRM/index.php(52): SugarApplication->execute()
#10 {main}
Wed Apr 25 12:00:36 2018 [15754][cb2d0542-586d-d691-98cd-5a9570fccb9f][FATAL] Undefined index: module
Wed Apr 25 12:00:36 2018 [15754][cb2d0542-586d-d691-98cd-5a9570fccb9f][FATAL] Invalid or missing SubPanelDefinition property: subpanel_name
Wed Apr 25 12:00:36 2018 [15754][cb2d0542-586d-d691-98cd-5a9570fccb9f][FATAL] Failed to load original or custom subpanel data for eapm in 
Wed Apr 25 12:01:00 2018 [15798][cb2d0542-586d-d691-98cd-5a9570fccb9f][FATAL] Exception handling in /var/www/vhosts/server/path/SuiteCRM/include/MVC/Controller/SugarController.php:402
Wed Apr 25 12:01:00 2018 [15798][cb2d0542-586d-d691-98cd-5a9570fccb9f][FATAL] Exception in Controller:  SugarFolder::retrieveFoldersForProcessing() Cannot Retrieve Folders - Please check the users inbound email settings.
Wed Apr 25 12:01:00 2018 [15798][cb2d0542-586d-d691-98cd-5a9570fccb9f][FATAL] backtrace:
#0 /var/www/vhosts/server/path/SuiteCRM/include/SugarFolders/SugarFolders.php(612): SugarFolder->retrieveFoldersForProcessing(Object(User))
#1 /var/www/vhosts/server/path/SuiteCRM/modules/Emails/EmailUI.php(3111): SugarFolder->getGroupFoldersForSettings(Object(User))
#2 /var/www/vhosts/server/path/SuiteCRM/modules/Emails/EmailUIAjax.php(1326): EmailUI->getShowAccountsOptions(Object(InboundEmail))
#3 /var/www/vhosts/server/path/SuiteCRM/include/MVC/View/SugarView.php(840): include_once('/var/www/vhosts...')
#4 /var/www/vhosts/server/path/SuiteCRM/include/MVC/View/views/view.classic.php(74): SugarView->includeClassicFile('modules/Emails/...')
#5 /var/www/vhosts/server/path/SuiteCRM/include/MVC/View/SugarView.php(207): ViewClassic->display()
#6 /var/www/vhosts/server/path/SuiteCRM/include/MVC/Controller/SugarController.php(432): SugarView->process()
#7 /var/www/vhosts/server/path/SuiteCRM/include/MVC/Controller/SugarController.php(375): SugarController->processView()
#8 /var/www/vhosts/server/path/SuiteCRM/include/MVC/SugarApplication.php(109): SugarController->execute()
#9 /var/www/vhosts/server/path/SuiteCRM/index.php(52): SugarApplication->execute()
#10 {main}
Wed Apr 25 12:09:25 2018 [17317][cb2d0542-586d-d691-98cd-5a9570fccb9f][FATAL] Exception handling in /var/www/vhosts/server/path/SuiteCRM/include/MVC/Controller/SugarController.php:402
Wed Apr 25 12:09:25 2018 [17317][cb2d0542-586d-d691-98cd-5a9570fccb9f][FATAL] Exception in Controller:  SugarFolder::retrieveFoldersForProcessing() Cannot Retrieve Folders - Please check the users inbound email settings.
Wed Apr 25 12:09:25 2018 [17317][cb2d0542-586d-d691-98cd-5a9570fccb9f][FATAL] backtrace:
#0 /var/www/vhosts/server/path/SuiteCRM/include/SugarFolders/SugarFolders.php(612): SugarFolder->retrieveFoldersForProcessing(Object(User))
#1 /var/www/vhosts/server/path/SuiteCRM/modules/Emails/EmailUI.php(3111): SugarFolder->getGroupFoldersForSettings(Object(User))
#2 /var/www/vhosts/server/path/SuiteCRM/modules/Emails/EmailUIAjax.php(1326): EmailUI->getShowAccountsOptions(Object(InboundEmail))
#3 /var/www/vhosts/server/path/SuiteCRM/include/MVC/View/SugarView.php(840): include_once('/var/www/vhosts...')
#4 /var/www/vhosts/server/path/SuiteCRM/include/MVC/View/views/view.classic.php(74): SugarView->includeClassicFile('modules/Emails/...')
#5 /var/www/vhosts/server/path/SuiteCRM/include/MVC/View/SugarView.php(207): ViewClassic->display()
#6 /var/www/vhosts/server/path/SuiteCRM/include/MVC/Controller/SugarController.php(432): SugarView->process()
#7 /var/www/vhosts/server/path/SuiteCRM/include/MVC/Controller/SugarController.php(375): SugarController->processView()
#8 /var/www/vhosts/server/path/SuiteCRM/include/MVC/SugarApplication.php(109): SugarController->execute()
#9 /var/www/vhosts/server/path/SuiteCRM/index.php(52): SugarApplication->execute()
#10 {main}
Wed Apr 25 12:19:42 2018 [19244][cb2d0542-586d-d691-98cd-5a9570fccb9f][FATAL] Exception handling in /var/www/vhosts/server/path/SuiteCRM/include/MVC/Controller/SugarController.php:402
Wed Apr 25 12:19:42 2018 [19244][cb2d0542-586d-d691-98cd-5a9570fccb9f][FATAL] Exception in Controller:  SugarFolder::retrieveFoldersForProcessing() Cannot Retrieve Folders - Please check the users inbound email settings.
Wed Apr 25 12:19:42 2018 [19244][cb2d0542-586d-d691-98cd-5a9570fccb9f][FATAL] backtrace:
#0 /var/www/vhosts/server/path/SuiteCRM/include/SugarFolders/SugarFolders.php(612): SugarFolder->retrieveFoldersForProcessing(Object(User))
#1 /var/www/vhosts/server/path/SuiteCRM/modules/Emails/EmailUI.php(3111): SugarFolder->getGroupFoldersForSettings(Object(User))
#2 /var/www/vhosts/server/path/SuiteCRM/modules/Emails/EmailUIAjax.php(1326): EmailUI->getShowAccountsOptions(Object(InboundEmail))
#3 /var/www/vhosts/server/path/SuiteCRM/include/MVC/View/SugarView.php(840): include_once('/var/www/vhosts...')
#4 /var/www/vhosts/server/path/SuiteCRM/include/MVC/View/views/view.classic.php(74): SugarView->includeClassicFile('modules/Emails/...')
#5 /var/www/vhosts/server/path/SuiteCRM/include/MVC/View/SugarView.php(207): ViewClassic->display()
#6 /var/www/vhosts/server/path/SuiteCRM/include/MVC/Controller/SugarController.php(432): SugarView->process()
#7 /var/www/vhosts/server/path/SuiteCRM/include/MVC/Controller/SugarController.php(375): SugarController->processView()
#8 /var/www/vhosts/server/path/SuiteCRM/include/MVC/SugarApplication.php(109): SugarController->execute()
#9 /var/www/vhosts/server/path/SuiteCRM/index.php(52): SugarApplication->execute()
#10 {main}

Hopefully this is useful…

Thanks for your time pgr!!

Also this error shows up at the bottom in the Browser’s Developers console:

TypeError: document.getElementById(…) is null

I think the “data error” just shows when no inbound e-mail account has been specified, the identical behavior can be found in the demo version.

We have the same issue, we’d like to send out e-mails without specifying an inbound account:
https://suitecrm.com/suitecrm/forum/suitecrm-7-0-discussion/18795-e-mail-from-field#64602

It is strange that one need to configure the inbound mail settings for outbound purposes, but I also think this is the issue (although I can not explain the thought behind it).

Since we are unable to save these settings via the frontend popup: is there a way to hard code it into a file or directly into the database?

Anyone?

We are looking into this issue.

Meanwhile, as a workaround, I am guessing maybe you can get things done with a group email account? You set that up in a different place so I hope it works. Then any user can use it. If you try this, tell me how it goes, please.

We actually have a group e-mail account configured in the admin section but the FROM dropdown is still empty when attempting to send an outbound e-mail.

Did you try selecting any IMAP folders in that group account?

Hi pgr/sconsulting,

Where do I find the Group e-mail setting in the Admin account? I can not find it…

I would like to test this option.

Thanks!

Yes, the folders are selected. The group e-mail settings were actually migrated from SugarCRM 6.5 CE where it worked perfectly.

Hi Uiterhage

You’ll find it under Admin -> Inbound E-Mail Settings

See

https://docs.suitecrm.com/user/modules/email-settings/

there’s a section on Group emails there.

Thanks for pointing me to the right direction sconsulting/pgr,

I will look into it this weekend: I’m experiencing connection issues with my server when trying to connect to SuiteCRM (‘504 error Gateway Time-out’ on nginx > never had before). All other applications run smoothly. Will see if it will runs correctly this weekend, otherwise my partner need to look into it.

I will report as soon I I have something to report.

Have a great weekend!

1 Like

I’ve added a test GMAIL account, it connected fine and I was able to select the folders to monitor. Unfortunately it did not solve the issue, the FROM drop-down is still blank :frowning:

Hi pgr/sconsulting,

I managed to configure Group e-mail, and the test mail was delivered succesful.

It now shows the messages in my inbox :slight_smile:

When I click the ‘Compose’ button it also shows my ‘From’ name and ‘From + Reply to’ emailaddress correctly :cheer:

Only I’m still unable to send the e-mail. I’m getting this error: “Error Sending Email. Please contact your administrator for assistance.”

So it seems 'two down, one to go"… Any more suggestions?

Thanks again for the great advice so far!

Tell us what you have in your logs at the time of that error.

If it’s an error coming from the SMTP server, you might want to uncomment these lines to get more information there:

https://github.com/salesagility/SuiteCRM/blob/master/include/SugarPHPMailer.php#L486-L493

Also this to see if the parameters being sent are correct:

https://github.com/salesagility/SuiteCRM/blob/master/include/SugarPHPMailer.php#L446

Don’t copy-paste these logs into the forums without obfuscating any emails and passwords first!