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TOPIC: Email Configuration issue

Email Configuration issue 1 week 5 days ago #90352

  • DestinKS
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Hello all,

I'm currently experiencing an issue with the email setting/outbound email in the below versions:

Version 7.11.7
Sugar Version 6.5.25 (Build 344)

I've read multiple threads and tried numerous troubleshooting steps but no luck. The issue that I'm experiencing is that my test email will not send. I would be get the "One moment please.." then the message would disappear. I don't get the notification that a email was sent. Also everything time I make a change to the SMTP Mail Server and username then save it. It resets back to the previous setting which is stmp.office365.com. Can someone please help me? I've attached some screenshots.
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Email Configuration issue 1 week 4 days ago #90389

  • pgr
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I've seen a thread recently where the problem seemed to be specific to office365 servers. Can you try a different email address, on a different provider, just as a test?

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Email Configuration issue 1 week 4 days ago #90414

  • DestinKS
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I'm trying to use a gmail but every time I press save it reverts it back to Office365 preferences. I've also tried sending a test email but it does the same and reverts everything to Office365.
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Email Configuration issue 1 week 4 days ago #90422

  • pgr
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Can you please get me a transcript of your logs at the moment when you save Gmail settings and it reverts back to office365 settings?

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Email Configuration issue 1 week 3 days ago #90427

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Here is a screenshot of the logs.
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Email Configuration issue 1 week 3 days ago #90431

  • ashish@outrightcrm.com
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Hi,

Please perform the quick repair and then try to update the email setting in the Incognito browser.

If you still face the issue, please let me know.

Thank you!
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Email Configuration issue 1 week 3 days ago #90437

  • pgr
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Thanks for that log, but you give me messages across many minutes, I would need to know which one happens exactly when you "trying to use a gmail but every time I press save it reverts it back to Office365 preferences"

Also, please go first in your Admin / System settings and raise your log level to "debug".

This will generate a LOT of output, you better send me the log as text, not as screenshots.

Thank you for your help looking for this bug.

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Email Configuration issue 1 week 3 days ago #90450

  • DestinKS
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@pgr here are the logs under the debug level.
Fri Oct 11 12:29:55 2019 [60625][1][DEBUG] Hook called: ::server_round_trip
Fri Oct 11 12:29:55 2019 [60625][1][DEBUG] Calling MySQLi::disconnect()
Fri Oct 11 12:29:58 2019 [60626][-none-][DEBUG] current_language is: en_us
Fri Oct 11 12:29:58 2019 [60626][-none-][DEBUG] Found cache backend SugarCacheMemcached
Fri Oct 11 12:29:58 2019 [60626][-none-][DEBUG] Found cache backend SugarCacheMemcache
Fri Oct 11 12:29:58 2019 [60626][-none-][DEBUG] Found cache backend SugarCacheFile
Fri Oct 11 12:29:58 2019 [60626][-none-][DEBUG] Found cache backend SugarCacheAPC
Fri Oct 11 12:29:58 2019 [60626][-none-][DEBUG] Found cache backend SugarCacheMemory
Fri Oct 11 12:29:58 2019 [60626][-none-][DEBUG] Using cache backend SugarCacheMemory, since 999 is less than 1000
Fri Oct 11 12:29:58 2019 [60626][-none-][DEBUG] Found cache backend SugarCachesMash
Fri Oct 11 12:29:58 2019 [60626][-none-][DEBUG] Found cache backend SugarCacheWincache
Fri Oct 11 12:29:58 2019 [60626][-none-][DEBUG] Found cache backend SugarCacheRedis
Fri Oct 11 12:29:58 2019 [60626][-none-][DEBUG] Found cache backend SugarCacheZend
Fri Oct 11 12:29:58 2019 [60626][-none-][INFO] Found language file: en_us.lang.php
Fri Oct 11 12:29:58 2019 [60626][-none-][INFO] Found custom language file: en_us.lang.php
Fri Oct 11 12:29:58 2019 [60626][-none-][INFO] Query:SELECT id, name, symbol, conversion_rate FROM currencies WHERE status = 'Active' and deleted = 0
Fri Oct 11 12:29:58 2019 [60626][-none-][INFO] Query Execution Time:0.0002138614654541
Fri Oct 11 12:29:58 2019 [60626][-none-][INFO] Query:SELECT category, name, value FROM config
Fri Oct 11 12:29:58 2019 [60626][-none-][INFO] Query Execution Time:0.00024294853210449
Fri Oct 11 12:29:58 2019 [60626][-none-][INFO] Query:SELECT id FROM outbound_email WHERE type = 'system'
Fri Oct 11 12:29:58 2019 [60626][-none-][INFO] Query Execution Time:0.00016283988952637
Fri Oct 11 12:29:58 2019 [60626][-none-][INFO] Query:SELECT * FROM outbound_email WHERE id = '3ca9689a-9b0d-1cc2-bc7e-5d42d0d49705'
Fri Oct 11 12:29:58 2019 [60626][-none-][INFO] Query Execution Time:0.00014781951904297
Fri Oct 11 12:29:58 2019 [60626][-none-][DEBUG] Hook called: ::after_entry_point
Fri Oct 11 12:29:58 2019 [60626][-none-][DEBUG] Including module specific hook file for custom/modules
Fri Oct 11 12:29:58 2019 [60626][-none-][DEBUG] Including Ext hook file for custom/application
Fri Oct 11 12:29:58 2019 [60626][-none-][DEBUG] Hook called: ::after_session_start
Fri Oct 11 12:29:58 2019 [60626][-none-][DEBUG] Unable to find SugarController:: get
Fri Oct 11 12:29:58 2019 [60626][-none-][DEBUG] Hook called: ::server_round_trip
Fri Oct 11 12:29:58 2019 [60626][-none-][DEBUG] Calling MySQLi::disconnect()
Fri Oct 11 12:30:07 2019 [60675][-none-][DEBUG] current_language is: en_us
Fri Oct 11 12:30:07 2019 [60675][-none-][DEBUG] Found cache backend SugarCacheMemcached
Fri Oct 11 12:30:07 2019 [60675][-none-][DEBUG] Found cache backend SugarCacheMemcache
Fri Oct 11 12:30:07 2019 [60675][-none-][DEBUG] Found cache backend SugarCacheFile
Fri Oct 11 12:30:07 2019 [60675][-none-][DEBUG] Found cache backend SugarCacheAPC
Fri Oct 11 12:30:07 2019 [60675][-none-][DEBUG] Found cache backend SugarCacheMemory
Fri Oct 11 12:30:07 2019 [60675][-none-][DEBUG] Using cache backend SugarCacheMemory, since 999 is less than 1000
Fri Oct 11 12:30:07 2019 [60675][-none-][DEBUG] Found cache backend SugarCachesMash
Fri Oct 11 12:30:07 2019 [60675][-none-][DEBUG] Found cache backend SugarCacheWincache
Fri Oct 11 12:30:07 2019 [60675][-none-][DEBUG] Found cache backend SugarCacheRedis
Fri Oct 11 12:30:07 2019 [60675][-none-][DEBUG] Found cache backend SugarCacheZend
Fri Oct 11 12:30:07 2019 [60675][-none-][INFO] Found language file: en_us.lang.php
Fri Oct 11 12:30:07 2019 [60675][-none-][INFO] Found custom language file: en_us.lang.php
Fri Oct 11 12:30:07 2019 [60675][-none-][INFO] Query:SELECT id, name, symbol, conversion_rate FROM currencies WHERE status = 'Active' and deleted = 0
Fri Oct 11 12:30:07 2019 [60675][-none-][INFO] Query Execution Time:0.0002138614654541
Fri Oct 11 12:30:07 2019 [60675][-none-][INFO] Query:SELECT category, name, value FROM config
Fri Oct 11 12:30:07 2019 [60675][-none-][INFO] Query Execution Time:0.00018405914306641
Fri Oct 11 12:30:07 2019 [60675][-none-][INFO] Query:SELECT id FROM outbound_email WHERE type = 'system'
Fri Oct 11 12:30:07 2019 [60675][-none-][INFO] Query Execution Time:0.00012707710266113
Fri Oct 11 12:30:07 2019 [60675][-none-][INFO] Query:SELECT * FROM outbound_email WHERE id = '3ca9689a-9b0d-1cc2-bc7e-5d42d0d49705'
Fri Oct 11 12:30:07 2019 [60675][-none-][INFO] Query Execution Time:0.0001530647277832
Fri Oct 11 12:30:07 2019 [60675][-none-][DEBUG] Hook called: ::after_entry_point
Fri Oct 11 12:30:07 2019 [60675][-none-][DEBUG] Including module specific hook file for custom/modules
Fri Oct 11 12:30:07 2019 [60675][-none-][DEBUG] Including Ext hook file for custom/application
Fri Oct 11 12:30:07 2019 [60675][-none-][DEBUG] Hook called: ::after_session_start
Fri Oct 11 12:30:07 2019 [60675][-none-][DEBUG] Unable to find SugarController:: testOutboundEmail
Fri Oct 11 12:30:07 2019 [60675][-none-][DEBUG] We have an authenticated user id: 1
Fri Oct 11 12:30:07 2019 [60675][-none-][DEBUG] Hook called: Users::before_retrieve
Fri Oct 11 12:30:07 2019 [60675][-none-][DEBUG] Including module specific hook file for custom/modules/Users
Fri Oct 11 12:30:07 2019 [60675][-none-][DEBUG] Retrieve User : SELECT users.* FROM users  WHERE users.id = '1' AND users.deleted=0
Fri Oct 11 12:30:07 2019 [60675][-none-][DEBUG] Limit Query:SELECT users.* FROM users  WHERE users.id = '1' AND users.deleted=0 Start: 0 count: 1
Fri Oct 11 12:30:07 2019 [60675][-none-][INFO] Query:SELECT users.* FROM users  WHERE users.id = '1' AND users.deleted=0 LIMIT 0,1
Fri Oct 11 12:30:07 2019 [60675][-none-][INFO] Query Execution Time:0.00026202201843262
Fri Oct 11 12:30:07 2019 [60675][1][DEBUG] get_user_array query: SELECT id, first_name, last_name, user_name FROM users WHERE 1=1 ORDER BY first_name, last_name ASC
Fri Oct 11 12:30:07 2019 [60675][1][INFO] Query:SELECT id, first_name, last_name, user_name FROM users WHERE 1=1 ORDER BY first_name, last_name ASC
Fri Oct 11 12:30:07 2019 [60675][1][INFO] Query Execution Time:0.00020980834960938
Fri Oct 11 12:30:07 2019 [60675][1][INFO] Query:SELECT u1.first_name, u1.last_name from users  u1, users  u2 where u1.id = u2.reports_to_id AND u2.id = '1' and u1.deleted=0
Fri Oct 11 12:30:07 2019 [60675][1][INFO] Query Execution Time:0.0033960342407227
Fri Oct 11 12:30:07 2019 [60675][1][DEBUG] SugarBean[User].load_relationships, Loading relationship (reports_to_link).
Fri Oct 11 12:30:07 2019 [60675][1][INFO] Query:SELECT 
                    ea.email_address,
                    ea.email_address_caps,
                    ea.invalid_email,
                    ea.opt_out,
                    ea.confirm_opt_in,
                    ea.date_created,
                    ea.date_modified,
                    ear.id,
                    ear.email_address_id,
                    ear.bean_id,
                    ear.bean_module,
                    ear.primary_address,
                    ear.reply_to_address,
                    ear.deleted
                FROM email_addresses ea LEFT JOIN email_addr_bean_rel ear ON ea.id = ear.email_address_id
                WHERE 
                    ear.bean_module = 'Users'
                    AND ear.bean_id = '1'
                    AND ear.deleted = 0
                ORDER BY ear.reply_to_address, ear.primary_address DESC
Fri Oct 11 12:30:07 2019 [60675][1][INFO] Query Execution Time:0.00038599967956543
Fri Oct 11 12:30:07 2019 [60675][1][DEBUG] Hook called: Users::after_retrieve
Fri Oct 11 12:30:07 2019 [60675][1][DEBUG] FACTOR AUTH: -------------------------------------------------------------
Fri Oct 11 12:30:07 2019 [60675][1][DEBUG] FACTOR AUTH: --------------------- CHECK FACTOR AUtH ---------------------
Fri Oct 11 12:30:07 2019 [60675][1][DEBUG] FACTOR AUTH: -------------------------------------------------------------
Fri Oct 11 12:30:07 2019 [60675][1][DEBUG] FACTOR AUTH: User needs factor auth, request is not Logout
Fri Oct 11 12:30:07 2019 [60675][1][DEBUG] FACTOR AUTH: User does`nt need factor auth
Fri Oct 11 12:30:07 2019 [60675][1][DEBUG] Current user is: kinadmin
Fri Oct 11 12:30:07 2019 [60675][1][DEBUG] Current user is: kinadmin
Fri Oct 11 12:30:07 2019 [60675][1][DEBUG] setting cookie ck_login_id_20 to 1
Fri Oct 11 12:30:07 2019 [60675][1][DEBUG] setting cookie ck_login_language_20 to en_us
Fri Oct 11 12:30:07 2019 [60675][1][DEBUG] current_language is: en_us
Fri Oct 11 12:30:07 2019 [60675][1][INFO] Found language file: en_us.lang.php
Fri Oct 11 12:30:07 2019 [60675][1][INFO] Found custom language file: en_us.lang.php
Fri Oct 11 12:30:07 2019 [60675][1][DEBUG] Module:EmailMan using file: testOutboundEmail
Fri Oct 11 12:30:07 2019 [60675][1][DEPRECATED] Array
(
)

Fri Oct 11 12:30:07 2019 [60675][1][INFO] Query:SELECT id FROM outbound_email WHERE user_id = '1' 
Fri Oct 11 12:30:07 2019 [60675][1][INFO] Query Execution Time:0.00026106834411621
Fri Oct 11 12:30:07 2019 [60675][1][INFO] Query:SELECT * FROM outbound_email WHERE id = '3ca9689a-9b0d-1cc2-bc7e-5d42d0d49705'
Fri Oct 11 12:30:07 2019 [60675][1][INFO] Query Execution Time:0.00015997886657715
Fri Oct 11 12:30:07 2019 [60675][1][FATAL] SugarPHPMailer encountered an error: SMTP Error: Could not connect to SMTP host.
Fri Oct 11 12:30:07 2019 [60675][1][FATAL] SugarPHPMailer encountered an error: SMTP Error: Could not connect to SMTP host.
Fri Oct 11 12:30:07 2019 [60675][1][ERROR] send: PHPMailer Exception: { <strong>SMTP Error: Could not connect to SMTP host.</strong><br />
 }
Fri Oct 11 12:30:07 2019 [60675][1][DEBUG] Hook called: EmailMan::after_ui_frame
Fri Oct 11 12:30:07 2019 [60675][1][DEBUG] Creating new instance of hook class hooks without parameters
Fri Oct 11 12:30:07 2019 [60675][1][DEBUG] Creating new instance of hook class AssignGroups without parameters
Fri Oct 11 12:30:07 2019 [60675][1][DEBUG] Hook called: ::after_ui_footer
Fri Oct 11 12:30:07 2019 [60675][1][DEBUG] Creating new instance of hook class AssignGroups without parameters
Fri Oct 11 12:30:07 2019 [60675][1][DEBUG] Hook called: ::server_round_trip
Fri Oct 11 12:30:07 2019 [60675][1][DEBUG] Calling MySQLi::disconnect()
Fri Oct 11 12:30:15 2019 [60684][-none-][DEBUG] current_language is: en_us
Fri Oct 11 12:30:15 2019 [60684][-none-][DEBUG] Found cache backend SugarCacheMemcached
Fri Oct 11 12:30:15 2019 [60684][-none-][DEBUG] Found cache backend SugarCacheMemcache
Fri Oct 11 12:30:15 2019 [60684][-none-][DEBUG] Found cache backend SugarCacheFile
Fri Oct 11 12:30:15 2019 [60684][-none-][DEBUG] Found cache backend SugarCacheAPC
Fri Oct 11 12:30:15 2019 [60684][-none-][DEBUG] Found cache backend SugarCacheMemory
Fri Oct 11 12:30:15 2019 [60684][-none-][DEBUG] Using cache backend SugarCacheMemory, since 999 is less than 1000
Fri Oct 11 12:30:15 2019 [60684][-none-][DEBUG] Found cache backend SugarCachesMash
Fri Oct 11 12:30:15 2019 [60684][-none-][DEBUG] Found cache backend SugarCacheWincache
Fri Oct 11 12:30:15 2019 [60684][-none-][DEBUG] Found cache backend SugarCacheRedis
Fri Oct 11 12:30:15 2019 [60684][-none-][DEBUG] Found cache backend SugarCacheZend
Fri Oct 11 12:30:15 2019 [60684][-none-][INFO] Found language file: en_us.lang.php
Fri Oct 11 12:30:15 2019 [60684][-none-][INFO] Found custom language file: en_us.lang.php
Fri Oct 11 12:30:15 2019 [60684][-none-][INFO] Query:SELECT id, name, symbol, conversion_rate FROM currencies WHERE status = 'Active' and deleted = 0
Fri Oct 11 12:30:15 2019 [60684][-none-][INFO] Query Execution Time:0.00022506713867188
Fri Oct 11 12:30:15 2019 [60684][-none-][INFO] Query:SELECT category, name, value FROM config
Fri Oct 11 12:30:15 2019 [60684][-none-][INFO] Query Execution Time:0.00086307525634766
Fri Oct 11 12:30:15 2019 [60684][-none-][INFO] Query:SELECT id FROM outbound_email WHERE type = 'system'
Fri Oct 11 12:30:15 2019 [60684][-none-][INFO] Query Execution Time:0.00017499923706055
Fri Oct 11 12:30:15 2019 [60684][-none-][INFO] Query:SELECT * FROM outbound_email WHERE id = '3ca9689a-9b0d-1cc2-bc7e-5d42d0d49705'
Fri Oct 11 12:30:15 2019 [60684][-none-][INFO] Query Execution Time:0.00014805793762207
Fri Oct 11 12:30:15 2019 [60684][-none-][DEBUG] Hook called: ::after_entry_point
Fri Oct 11 12:30:15 2019 [60684][-none-][DEBUG] Including module specific hook file for custom/modules
Fri Oct 11 12:30:15 2019 [60684][-none-][DEBUG] Including Ext hook file for custom/application
Fri Oct 11 12:30:15 2019 [60684][-none-][DEBUG] Hook called: ::after_session_start
Fri Oct 11 12:30:15 2019 [60684][-none-][DEBUG] Unable to find SugarController:: LogView
Fri Oct 11 12:30:15 2019 [60684][-none-][DEBUG] We have an authenticated user id: 1
Fri Oct 11 12:30:15 2019 [60684][-none-][DEBUG] Hook called: Users::before_retrieve
Fri Oct 11 12:30:15 2019 [60684][-none-][DEBUG] Including module specific hook file for custom/modules/Users
Fri Oct 11 12:30:15 2019 [60684][-none-][DEBUG] Retrieve User : SELECT users.* FROM users  WHERE users.id = '1' AND users.deleted=0
Fri Oct 11 12:30:15 2019 [60684][-none-][DEBUG] Limit Query:SELECT users.* FROM users  WHERE users.id = '1' AND users.deleted=0 Start: 0 count: 1
Fri Oct 11 12:30:15 2019 [60684][-none-][INFO] Query:SELECT users.* FROM users  WHERE users.id = '1' AND users.deleted=0 LIMIT 0,1
Fri Oct 11 12:30:15 2019 [60684][-none-][INFO] Query Execution Time:0.00026106834411621
Fri Oct 11 12:30:15 2019 [60684][1][DEBUG] get_user_array query: SELECT id, first_name, last_name, user_name FROM users WHERE 1=1 ORDER BY first_name, last_name ASC
Fri Oct 11 12:30:15 2019 [60684][1][INFO] Query:SELECT id, first_name, last_name, user_name FROM users WHERE 1=1 ORDER BY first_name, last_name ASC
Fri Oct 11 12:30:15 2019 [60684][1][INFO] Query Execution Time:0.00021982192993164
Fri Oct 11 12:30:15 2019 [60684][1][INFO] Query:SELECT u1.first_name, u1.last_name from users  u1, users  u2 where u1.id = u2.reports_to_id AND u2.id = '1' and u1.deleted=0
Fri Oct 11 12:30:15 2019 [60684][1][INFO] Query Execution Time:0.00014185905456543
Fri Oct 11 12:30:15 2019 [60684][1][DEBUG] SugarBean[User].load_relationships, Loading relationship (reports_to_link).
Fri Oct 11 12:30:15 2019 [60684][1][INFO] Query:SELECT 
                    ea.email_address,
                    ea.email_address_caps,
                    ea.invalid_email,
                    ea.opt_out,
                    ea.confirm_opt_in,
                    ea.date_created,
                    ea.date_modified,
                    ear.id,
                    ear.email_address_id,
                    ear.bean_id,
                    ear.bean_module,
                    ear.primary_address,
                    ear.reply_to_address,
                    ear.deleted
                FROM email_addresses ea LEFT JOIN email_addr_bean_rel ear ON ea.id = ear.email_address_id
                WHERE 
                    ear.bean_module = 'Users'
                    AND ear.bean_id = '1'
                    AND ear.deleted = 0
                ORDER BY ear.reply_to_address, ear.primary_address DESC
Fri Oct 11 12:30:15 2019 [60684][1][INFO] Query Execution Time:0.00039196014404297
Fri Oct 11 12:30:15 2019 [60684][1][DEBUG] Hook called: Users::after_retrieve
Fri Oct 11 12:30:15 2019 [60684][1][DEBUG] FACTOR AUTH: -------------------------------------------------------------
Fri Oct 11 12:30:15 2019 [60684][1][DEBUG] FACTOR AUTH: --------------------- CHECK FACTOR AUtH ---------------------
Fri Oct 11 12:30:15 2019 [60684][1][DEBUG] FACTOR AUTH: -------------------------------------------------------------
Fri Oct 11 12:30:15 2019 [60684][1][DEBUG] FACTOR AUTH: User needs factor auth, request is not Logout
Fri Oct 11 12:30:15 2019 [60684][1][DEBUG] FACTOR AUTH: User does`nt need factor auth
Fri Oct 11 12:30:15 2019 [60684][1][DEBUG] Current user is: kinadmin
Fri Oct 11 12:30:15 2019 [60684][1][DEBUG] Current user is: kinadmin
Fri Oct 11 12:30:15 2019 [60684][1][DEBUG] setting cookie ck_login_id_20 to 1
Fri Oct 11 12:30:15 2019 [60684][1][DEBUG] setting cookie ck_login_language_20 to en_us
Fri Oct 11 12:30:15 2019 [60684][1][DEBUG] current_language is: en_us
Fri Oct 11 12:30:15 2019 [60684][1][INFO] Found language file: en_us.lang.php
Fri Oct 11 12:30:15 2019 [60684][1][INFO] Found custom language file: en_us.lang.php
Fri Oct 11 12:30:15 2019 [60684][1][DEBUG] Module:Configurator using file: LogView
Fri Oct 11 12:30:15 2019 [60684][1][DEPRECATED] Array
(
)

Fri Oct 11 12:30:15 2019 [60684][1][WARN] CSS File Day/yui.css not found
Fri Oct 11 12:30:15 2019 [60684][1][INFO] Query:SELECT parent_id, parent_type FROM favorites WHERE assigned_user_id = '1' AND deleted = 0 ORDER BY date_entered DESC
Fri Oct 11 12:30:15 2019 [60684][1][INFO] Query Execution Time:0.00022602081298828
Fri Oct 11 12:30:15 2019 [60684][1][DEBUG] Limit Query:SELECT item_id, item_summary, module_name, id FROM tracker WHERE id = (SELECT MAX(id) as id FROM tracker WHERE user_id = '1' AND deleted = 0 AND visible = 1) Start: 0 count: 50
Fri Oct 11 12:30:15 2019 [60684][1][INFO] Query:SELECT item_id, item_summary, module_name, id FROM tracker WHERE id = (SELECT MAX(id) as id FROM tracker WHERE user_id = '1' AND deleted = 0 AND visible = 1) LIMIT 0,50
Fri Oct 11 12:30:15 2019 [60684][1][INFO] Query Execution Time:0.00034904479980469
Fri Oct 11 12:30:15 2019 [60684][1][INFO] Tracker: retrieving 10 items
Fri Oct 11 12:30:15 2019 [60684][1][DEBUG] Hook called: Configurator::after_ui_frame
Fri Oct 11 12:30:15 2019 [60684][1][DEBUG] Creating new instance of hook class hooks without parameters
Fri Oct 11 12:30:15 2019 [60684][1][DEBUG] Creating new instance of hook class AssignGroups without parameters
Fri Oct 11 12:30:15 2019 [60684][1][WARN] Undefined index: server_unique_key
Fri Oct 11 12:30:15 2019 [60684][1][DEBUG] Hook called: ::after_ui_footer
Fri Oct 11 12:30:15 2019 [60684][1][DEBUG] Creating new instance of hook class AssignGroups without parameters
Fri Oct 11 12:30:15 2019 [60684][1][DEBUG] Hook called: ::server_round_trip
Fri Oct 11 12:30:15 2019 [60684][1][DEBUG] Calling MySQLi::disconnect()
Fri Oct 11 12:30:17 2019 [60688][-none-][DEBUG] current_language is: en_us
Fri Oct 11 12:30:17 2019 [60688][-none-][DEBUG] Found cache backend SugarCacheMemcached
Fri Oct 11 12:30:17 2019 [60688][-none-][DEBUG] Found cache backend SugarCacheMemcache
Fri Oct 11 12:30:17 2019 [60688][-none-][DEBUG] Found cache backend SugarCacheFile
Fri Oct 11 12:30:17 2019 [60688][-none-][DEBUG] Found cache backend SugarCacheAPC
Fri Oct 11 12:30:17 2019 [60688][-none-][DEBUG] Found cache backend SugarCacheMemory
Fri Oct 11 12:30:17 2019 [60688][-none-][DEBUG] Using cache backend SugarCacheMemory, since 999 is less than 1000
Fri Oct 11 12:30:17 2019 [60688][-none-][DEBUG] Found cache backend SugarCachesMash
Fri Oct 11 12:30:17 2019 [60688][-none-][DEBUG] Found cache backend SugarCacheWincache
Fri Oct 11 12:30:17 2019 [60688][-none-][DEBUG] Found cache backend SugarCacheRedis
Fri Oct 11 12:30:17 2019 [60688][-none-][DEBUG] Found cache backend SugarCacheZend
Fri Oct 11 12:30:17 2019 [60688][-none-][INFO] Found language file: en_us.lang.php
Fri Oct 11 12:30:17 2019 [60688][-none-][INFO] Found custom language file: en_us.lang.php
Fri Oct 11 12:30:17 2019 [60688][-none-][INFO] Query:SELECT id, name, symbol, conversion_rate FROM currencies WHERE status = 'Active' and deleted = 0
Fri Oct 11 12:30:17 2019 [60688][-none-][INFO] Query Execution Time:0.00021505355834961
Fri Oct 11 12:30:17 2019 [60688][-none-][INFO] Query:SELECT category, name, value FROM config
Fri Oct 11 12:30:17 2019 [60688][-none-][INFO] Query Execution Time:0.00017714500427246
Fri Oct 11 12:30:17 2019 [60688][-none-][INFO] Query:SELECT id FROM outbound_email WHERE type = 'system'
Fri Oct 11 12:30:17 2019 [60688][-none-][INFO] Query Execution Time:0.00017094612121582
Fri Oct 11 12:30:17 2019 [60688][-none-][INFO] Query:SELECT * FROM outbound_email WHERE id = '3ca9689a-9b0d-1cc2-bc7e-5d42d0d49705'
Fri Oct 11 12:30:17 2019 [60688][-none-][INFO] Query Execution Time:0.0001530647277832
Fri Oct 11 12:30:17 2019 [60688][-none-][DEBUG] Hook called: ::after_entry_point
Fri Oct 11 12:30:17 2019 [60688][-none-][DEBUG] Including module specific hook file for custom/modules
Fri Oct 11 12:30:17 2019 [60688][-none-][DEBUG] Including Ext hook file for custom/application
Fri Oct 11 12:30:17 2019 [60688][-none-][DEBUG] Hook called: ::after_session_start
Fri Oct 11 12:30:17 2019 [60688][-none-][DEBUG] Unable to find SugarController:: LogView
Fri Oct 11 12:30:17 2019 [60688][-none-][DEBUG] We have an authenticated user id: 1
Fri Oct 11 12:30:17 2019 [60688][-none-][DEBUG] Hook called: Users::before_retrieve
Fri Oct 11 12:30:17 2019 [60688][-none-][DEBUG] Including module specific hook file for custom/modules/Users
Fri Oct 11 12:30:17 2019 [60688][-none-][DEBUG] Retrieve User : SELECT users.* FROM users  WHERE users.id = '1' AND users.deleted=0
Fri Oct 11 12:30:17 2019 [60688][-none-][DEBUG] Limit Query:SELECT users.* FROM users  WHERE users.id = '1' AND users.deleted=0 Start: 0 count: 1
Fri Oct 11 12:30:17 2019 [60688][-none-][INFO] Query:SELECT users.* FROM users  WHERE users.id = '1' AND users.deleted=0 LIMIT 0,1
Fri Oct 11 12:30:17 2019 [60688][-none-][INFO] Query Execution Time:0.00023198127746582
Fri Oct 11 12:30:17 2019 [60688][1][DEBUG] get_user_array query: SELECT id, first_name, last_name, user_name FROM users WHERE 1=1 ORDER BY first_name, last_name ASC
Fri Oct 11 12:30:17 2019 [60688][1][INFO] Query:SELECT id, first_name, last_name, user_name FROM users WHERE 1=1 ORDER BY first_name, last_name ASC
Fri Oct 11 12:30:17 2019 [60688][1][INFO] Query Execution Time:0.00023198127746582
Fri Oct 11 12:30:17 2019 [60688][1][INFO] Query:SELECT u1.first_name, u1.last_name from users  u1, users  u2 where u1.id = u2.reports_to_id AND u2.id = '1' and u1.deleted=0
Fri Oct 11 12:30:17 2019 [60688][1][INFO] Query Execution Time:0.0001530647277832
Fri Oct 11 12:30:17 2019 [60688][1][DEBUG] SugarBean[User].load_relationships, Loading relationship (reports_to_link).
Fri Oct 11 12:30:17 2019 [60688][1][INFO] Query:SELECT 
                    ea.email_address,
                    ea.email_address_caps,
                    ea.invalid_email,
                    ea.opt_out,
                    ea.confirm_opt_in,
                    ea.date_created,
                    ea.date_modified,
                    ear.id,
                    ear.email_address_id,
                    ear.bean_id,
                    ear.bean_module,
                    ear.primary_address,
                    ear.reply_to_address,
                    ear.deleted
                FROM email_addresses ea LEFT JOIN email_addr_bean_rel ear ON ea.id = ear.email_address_id
                WHERE 
                    ear.bean_module = 'Users'
                    AND ear.bean_id = '1'
                    AND ear.deleted = 0
                ORDER BY ear.reply_to_address, ear.primary_address DESC
Fri Oct 11 12:30:17 2019 [60688][1][INFO] Query Execution Time:0.00039005279541016
Fri Oct 11 12:30:17 2019 [60688][1][DEBUG] Hook called: Users::after_retrieve
Fri Oct 11 12:30:17 2019 [60688][1][DEBUG] FACTOR AUTH: -------------------------------------------------------------
Fri Oct 11 12:30:17 2019 [60688][1][DEBUG] FACTOR AUTH: --------------------- CHECK FACTOR AUtH ---------------------
Fri Oct 11 12:30:17 2019 [60688][1][DEBUG] FACTOR AUTH: -------------------------------------------------------------
Fri Oct 11 12:30:17 2019 [60688][1][DEBUG] FACTOR AUTH: User needs factor auth, request is not Logout
Fri Oct 11 12:30:17 2019 [60688][1][DEBUG] FACTOR AUTH: User does`nt need factor auth
Fri Oct 11 12:30:17 2019 [60688][1][DEBUG] Current user is: kinadmin
Fri Oct 11 12:30:17 2019 [60688][1][DEBUG] Current user is: kinadmin
Fri Oct 11 12:30:17 2019 [60688][1][DEBUG] setting cookie ck_login_id_20 to 1
Fri Oct 11 12:30:17 2019 [60688][1][DEBUG] setting cookie ck_login_language_20 to en_us
Fri Oct 11 12:30:17 2019 [60688][1][DEBUG] current_language is: en_us
Fri Oct 11 12:30:17 2019 [60688][1][INFO] Found language file: en_us.lang.php
Fri Oct 11 12:30:17 2019 [60688][1][INFO] Found custom language file: en_us.lang.php
Fri Oct 11 12:30:17 2019 [60688][1][DEBUG] Module:Configurator using file: LogView
Fri Oct 11 12:30:17 2019 [60688][1][DEPRECATED] Array
(
)

Fri Oct 11 12:30:17 2019 [60688][1][WARN] CSS File Day/yui.css not found
Fri Oct 11 12:30:17 2019 [60688][1][INFO] Query:SELECT parent_id, parent_type FROM favorites WHERE assigned_user_id = '1' AND deleted = 0 ORDER BY date_entered DESC
Fri Oct 11 12:30:17 2019 [60688][1][INFO] Query Execution Time:0.00023794174194336
Fri Oct 11 12:30:17 2019 [60688][1][DEBUG] Limit Query:SELECT item_id, item_summary, module_name, id FROM tracker WHERE id = (SELECT MAX(id) as id FROM tracker WHERE user_id = '1' AND deleted = 0 AND visible = 1) Start: 0 count: 50
Fri Oct 11 12:30:17 2019 [60688][1][INFO] Query:SELECT item_id, item_summary, module_name, id FROM tracker WHERE id = (SELECT MAX(id) as id FROM tracker WHERE user_id = '1' AND deleted = 0 AND visible = 1) LIMIT 0,50
Fri Oct 11 12:30:17 2019 [60688][1][INFO] Query Execution Time:0.00040793418884277
Fri Oct 11 12:30:17 2019 [60688][1][INFO] Tracker: retrieving 10 items


@ashish@outrightcrm.com

I've performed a backup, cleared the cache, and did a repair already same results. I've even tried a incognito browser as well.
Last Edit: 1 week 3 days ago by pgr. Reason: add code tags
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Email Configuration issue 1 week 3 days ago #90452

  • pgr
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Can your server ping these two addresses correctly?

smtp.gmail.com
smtp.office365.com

Are you using "From name" and "From address" that matches what you have in the respective accounts? For example, if your email account is This email address is being protected from spambots. You need JavaScript enabled to view it., you can't use a "From address" that is "This email address is being protected from spambots. You need JavaScript enabled to view it." or something else.

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Email Configuration issue 1 week 3 days ago #90460

  • DestinKS
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Here are the pings results. Looks fine to me. Yes, I'm using the same email address for both "From name" and "From address"
Attachments:
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Email Configuration issue 6 days 13 hours ago #90506

  • pgr
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Hello @DestinKS, were you aabel to get any progress on this?

I am a bit out of ideas to help you. If you are really stumped, maybe you can try uncommenting these lines here:

github.com/salesagility/SuiteCRM/blob/ma...arPHPMailer.php#L457

github.com/salesagility/SuiteCRM/blob/ma...Mailer.php#L497-L502

This will put some more information in your logs to help yo troubleshoot.

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Thank you for always stating your SuiteCRM version, checking your logs, reading the Docs, and searching before you ask!
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Email Configuration issue 6 days 9 hours ago #90519

  • DestinKS
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Hello @pgr no update on the issue. I'm still experiencing the same results after uncommenting those two lines.Below are the logs after making those changes.


Tue Oct 15 12:53:17 2019 [51405][1][DEBUG] smtp send: { 3: Connection: closed }
Tue Oct 15 12:53:17 2019 [51405][1][DEBUG] smtp send: { 3: SMTP Error: Could not connect to SMTP host. }
Tue Oct 15 12:53:17 2019 [51405][1][DEBUG]
Exiting SugarMailer send
Tue Oct 15 12:53:17 2019 [51405][1][DEBUG] Hook called: EmailMan::after_ui_frame
Tue Oct 15 12:53:17 2019 [51405][1][DEBUG] Creating new instance of hook class hooks without parameters
Tue Oct 15 12:53:17 2019 [51405][1][DEBUG] Creating new instance of hook class AssignGroups without parameters
Tue Oct 15 12:53:17 2019 [51405][1][DEBUG] Hook called: ::after_ui_footer
Tue Oct 15 12:53:17 2019 [51405][1][DEBUG] Creating new instance of hook class AssignGroups without parameters
Tue Oct 15 12:53:17 2019 [51405][1][DEBUG] Hook called: ::server_round_trip
Tue Oct 15 12:53:17 2019 [51405][1][DEBUG] Calling MySQLi::disconnect()
Tue Oct 15 12:53:20 2019 [51409][-none-][DEBUG] current_language is: en_us
Tue Oct 15 12:53:20 2019 [51409][-none-][DEBUG] Found cache backend SugarCacheMemcached
Tue Oct 15 12:53:20 2019 [51409][-none-][DEBUG] Found cache backend SugarCacheMemcache
Tue Oct 15 12:53:20 2019 [51409][-none-][DEBUG] Found cache backend SugarCacheFile
Tue Oct 15 12:53:20 2019 [51409][-none-][DEBUG] Found cache backend SugarCacheAPC
Tue Oct 15 12:53:20 2019 [51409][-none-][DEBUG] Found cache backend SugarCacheMemory
Tue Oct 15 12:53:20 2019 [51409][-none-][DEBUG] Using cache backend SugarCacheMemory, since 999 is less than 1000
Tue Oct 15 12:53:20 2019 [51409][-none-][DEBUG] Found cache backend SugarCachesMash
Tue Oct 15 12:53:20 2019 [51409][-none-][DEBUG] Found cache backend SugarCacheWincache
Tue Oct 15 12:53:20 2019 [51409][-none-][DEBUG] Found cache backend SugarCacheRedis
Tue Oct 15 12:53:20 2019 [51409][-none-][DEBUG] Found cache backend SugarCacheZend
Tue Oct 15 12:53:20 2019 [51409][-none-][INFO] Found language file: en_us.lang.php
Tue Oct 15 12:53:20 2019 [51409][-none-][INFO] Found custom language file: en_us.lang.php
Tue Oct 15 12:53:20 2019 [51409][-none-][INFO] Query:SELECT id, name, symbol, conversion_rate FROM currencies WHERE status = 'Active' and deleted = 0
Tue Oct 15 12:53:20 2019 [51409][-none-][INFO] Query Execution Time:0.00022697448730469
Tue Oct 15 12:53:20 2019 [51409][-none-][INFO] Query:SELECT category, name, value FROM config
Tue Oct 15 12:53:20 2019 [51409][-none-][INFO] Query Execution Time:0.00023698806762695
Tue Oct 15 12:53:20 2019 [51409][-none-][INFO] Query:SELECT id FROM outbound_email WHERE type = 'system'
Tue Oct 15 12:53:20 2019 [51409][-none-][INFO] Query Execution Time:0.0001368522644043
Tue Oct 15 12:53:20 2019 [51409][-none-][INFO] Query:SELECT * FROM outbound_email WHERE id = '3ca9689a-9b0d-1cc2-bc7e-5d42d0d49705'
Tue Oct 15 12:53:20 2019 [51409][-none-][INFO] Query Execution Time:0.0001530647277832
Tue Oct 15 12:53:20 2019 [51409][-none-][DEBUG] Hook called: ::after_entry_point
Tue Oct 15 12:53:20 2019 [51409][-none-][DEBUG] Including module specific hook file for custom/modules
Tue Oct 15 12:53:20 2019 [51409][-none-][DEBUG] Including Ext hook file for custom/application
Tue Oct 15 12:53:20 2019 [51409][-none-][DEBUG] Hook called: ::after_session_start
Tue Oct 15 12:53:20 2019 [51409][-none-][DEBUG] Unable to find SugarController:: LogView
Tue Oct 15 12:53:20 2019 [51409][-none-][DEBUG] We have an authenticated user id: 1
Tue Oct 15 12:53:20 2019 [51409][-none-][DEBUG] Hook called: Users::before_retrieve
Tue Oct 15 12:53:20 2019 [51409][-none-][DEBUG] Including module specific hook file for custom/modules/Users
Tue Oct 15 12:53:20 2019 [51409][-none-][DEBUG] Retrieve User : SELECT users.* FROM users WHERE users.id = '1' AND users.deleted=0
Tue Oct 15 12:53:20 2019 [51409][-none-][DEBUG] Limit Query:SELECT users.* FROM users WHERE users.id = '1' AND users.deleted=0 Start: 0 count: 1
Tue Oct 15 12:53:20 2019 [51409][-none-][INFO] Query:SELECT users.* FROM users WHERE users.id = '1' AND users.deleted=0 LIMIT 0,1
Tue Oct 15 12:53:20 2019 [51409][-none-][INFO] Query Execution Time:0.00027203559875488
Tue Oct 15 12:53:20 2019 [51409][1][DEBUG] get_user_array query: SELECT id, first_name, last_name, user_name FROM users WHERE 1=1 ORDER BY first_name, last_name ASC
Tue Oct 15 12:53:20 2019 [51409][1][INFO] Query:SELECT id, first_name, last_name, user_name FROM users WHERE 1=1 ORDER BY first_name, last_name ASC
Tue Oct 15 12:53:20 2019 [51409][1][INFO] Query Execution Time:0.0002591609954834
Tue Oct 15 12:53:20 2019 [51409][1][INFO] Query:SELECT u1.first_name, u1.last_name from users u1, users u2 where u1.id = u2.reports_to_id AND u2.id = '1' and u1.deleted=0
Tue Oct 15 12:53:20 2019 [51409][1][INFO] Query Execution Time:0.00018215179443359
Tue Oct 15 12:53:20 2019 [51409][1][DEBUG] SugarBean[User].load_relationships, Loading relationship (reports_to_link).
Tue Oct 15 12:53:20 2019 [51409][1][INFO] Query:SELECT
ea.email_address,
ea.email_address_caps,
ea.invalid_email,
ea.opt_out,
ea.confirm_opt_in,
ea.date_created,
ea.date_modified,
ear.id,
ear.email_address_id,
ear.bean_id,
ear.bean_module,
ear.primary_address,
ear.reply_to_address,
ear.deleted
FROM email_addresses ea LEFT JOIN email_addr_bean_rel ear ON ea.id = ear.email_address_id
WHERE
ear.bean_module = 'Users'
AND ear.bean_id = '1'
AND ear.deleted = 0
ORDER BY ear.reply_to_address, ear.primary_address DESC
Tue Oct 15 12:53:20 2019 [51409][1][INFO] Query Execution Time:0.00035905838012695
Tue Oct 15 12:53:20 2019 [51409][1][DEBUG] Hook called: Users::after_retrieve
Tue Oct 15 12:53:20 2019 [51409][1][DEBUG] FACTOR AUTH:
Tue Oct 15 12:53:20 2019 [51409][1][DEBUG] FACTOR AUTH:
CHECK FACTOR AUtH
Tue Oct 15 12:53:20 2019 [51409][1][DEBUG] FACTOR AUTH:
Tue Oct 15 12:53:20 2019 [51409][1][DEBUG] FACTOR AUTH: User needs factor auth, request is not Logout
Tue Oct 15 12:53:20 2019 [51409][1][DEBUG] FACTOR AUTH: User does`nt need factor auth
Tue Oct 15 12:53:20 2019 [51409][1][DEBUG] Current user is: kinadmin
Tue Oct 15 12:53:20 2019 [51409][1][DEBUG] Current user is: kinadmin
Tue Oct 15 12:53:20 2019 [51409][1][DEBUG] setting cookie ck_login_id_20 to 1
Tue Oct 15 12:53:20 2019 [51409][1][DEBUG] setting cookie ck_login_language_20 to en_us
Tue Oct 15 12:53:20 2019 [51409][1][DEBUG] current_language is: en_us
Tue Oct 15 12:53:20 2019 [51409][1][INFO] Found language file: en_us.lang.php
Tue Oct 15 12:53:20 2019 [51409][1][INFO] Found custom language file: en_us.lang.php
Tue Oct 15 12:53:20 2019 [51409][1][DEBUG] Module:Configurator using file: LogView
Tue Oct 15 12:53:20 2019 [51409][1][DEPRECATED] Array
(
)

Tue Oct 15 12:53:20 2019 [51409][1][WARN] CSS File Day/yui.css not found
Tue Oct 15 12:53:20 2019 [51409][1][INFO] Query:SELECT parent_id, parent_type FROM favorites WHERE assigned_user_id = '1' AND deleted = 0 ORDER BY date_entered DESC
Tue Oct 15 12:53:20 2019 [51409][1][INFO] Query Execution Time:0.00021100044250488
Tue Oct 15 12:53:20 2019 [51409][1][DEBUG] Limit Query:SELECT item_id, item_summary, module_name, id FROM tracker WHERE id = (SELECT MAX(id) as id FROM tracker WHERE user_id = '1' AND deleted = 0 AND visible = 1) Start: 0 count: 50
Tue Oct 15 12:53:20 2019 [51409][1][INFO] Query:SELECT item_id, item_summary, module_name, id FROM tracker WHERE id = (SELECT MAX(id) as id FROM tracker WHERE user_id = '1' AND deleted = 0 AND visible = 1) LIMIT 0,50
Tue Oct 15 12:53:20 2019 [51409][1][INFO] Query Execution Time:0.00030708312988281
Tue Oct 15 12:53:20 2019 [51409][1][INFO] Tracker: retrieving 10 items
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Email Configuration issue 2 days 4 hours ago #90685

  • pgr
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You need to uncomment this entire block
        /* uncomment this to send full log into suitecrm.log:
        $line = strtok($this->fullSmtpLog, "\n");
        while ($line !== false) {
             $GLOBALS['log']->debug("smtp send: { $line }");
             $line = strtok( "\n" );
        }
        $GLOBALS['log']->debug("------------ Exiting SugarMailer send");
        */

by removing the /* and */ and the text, making it look like this:
       
        $line = strtok($this->fullSmtpLog, "\n");
        while ($line !== false) {
             $GLOBALS['log']->debug("smtp send: { $line }");
             $line = strtok( "\n" );
        }
        $GLOBALS['log']->debug("------------ Exiting SugarMailer send");
       

This will generate a bunch of lines starting with "smtp send" in the logs, for each email attempted. This is the dialogue with the SMTP server and might give you some clues.

The other line earlier on will produce a single line in the logs, starting with "PHPMailer Send Function" and showing the parameters going into the send command. This allows you to check if your email configuration (from address, from name, etc) is reaching that critical point correctly.

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Thank you for always stating your SuiteCRM version, checking your logs, reading the Docs, and searching before you ask!
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