The error occurs when working with the Notification Email Account setup in the MyAssistant Configuration Manager. It also occurs when using the Run or Run & Send function with tasks. When running tasks, results populate the grid, but emails don't send.

Possible causes

• Incorrect Outgoing Mail Server
• Outgoing Mail Server is using AD FS (redirects for logon)
• Incorrect Username
• Incorrect Password
• Incorrect TCP/IP port
• Incorrect settings for SSL connection
• Firewall is blocking communication - Internal or external
• Antivirus or spam software is blocking communication

[BCB:5:Third-party support:ECB] 

Sage MyAssistant is independent of any mailing program. MyAssistant uses SMTP to send information to the mail server you define. By default it uses port 25. You can specify a different port in the Outgoing Mail Server field, if required. For example, use smtp.gmail.com:587 to specify port 587.

Troubleshooting

• Can you ping the Outgoing Mail Server?
• Can you telnet to the Outgoing Mail Server using the specified TCP/IP port?
• Review the Windows Application Event Viewer to verify that you're getting denial/refusal messages
• Add exceptions to your antivirus or internet filtering software on the server for MyAssistant.exe, ISDAdminService.exe, and MyAssistantConfigurationManager.exe

For Microsoft 365 users

• Confirm that the Username and Password are for the same account shown in the From Email Address
• See Microsoft recommended settings for SMTP Client Submission
• Designate a port as part of the server name (the default port for Microsoft 365 is 587, so the server name would end with :587)
• See setup information for Microsoft 365 or Exchange Online with MyAssistant

MyAssistant isn't compatible with AD FS because the logon redirects to another service rather than logging directly into the mail server.

External Resources

Sage doesn't support third-party products or services. Contact your network administrator or service provider for assistance. Below is some documentation from common email providers with resources to resolve connection issues with apps.

Gmail Support Documents

• Send email from a printer, scanner, or app
• SMTP Error Reference

Microsoft Exchange Support Documents

• How to set up a multifunction device or application to send email using Microsoft 365 or Office 365

• Find my NDR code and get help delivering my email

How do I set up MyAssistant email settings? What do the fields mean?