Adobe Connect Support Blog

Connect On-premise Server Administrative Email Fails to Send

Issue: An Adobe Connect server or cluster may be unable to send administrative email such as those replies triggered by password reset requests.

Environment: On-premise Adobe Connect servers and clusters.

Cause: Inability of Connect to leverage the SMTP server

Troubleshooting step 1: Sometimes we need to increase the SMTP timeout in Connect:

Adding this to the Connect server custom.ini file and restarting the services may help in some cases depending on the SMTP configuration on the mail server.

SMTP_IO_TIMEOUT=10000

Troubleshooting step 2: Overwriting the validator with a newer one may also help (depending on the source of the problem):

https://commons.apache.org/proper/commons-validator/download_validator.cgi

Place it in \appserv\web\WEB-INF\lib\  and rename the new version to whatever the old version in the folder was. This is a known fix for some newer email domain extensions that are now available.

Troubleshooting step 3: Enable logging for debugging email issues if the issue persists:

Backup a copy and edit <connect_home>/<version>/appserv/conf/log4j.xml file.

1. Ensure DEBUGLOG level is set to “DEBUG”
<appender name=”DEBUGLOG” class=”com.macromedia.breeze.log4j.DailyRollingAndCleaningFileAppender”>
<param name=”Threshold” value=”DEBUG”/>
</appender>

2.  Add following logger entry
<logger name=”com.sun.mail.smtp”>
<appender-ref ref=”DEBUGLOG”/>
</logger>

The content of the debug logs may help to further diagnose and troubleshoot the issue if needed. As with most verbose logging options, it is prudent to turn them off after resolution to avoid any superfluous system overhead.

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