Troubleshooting Server Not Sending Emails
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Troubleshooting Server Not Sending Emails

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Article ID: 371054

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Updated On:

Products

Carbon Black App Control (formerly Cb Protection)

Issue/Introduction

Troubleshooting the Mail feature on App Control Server not sending emails for Alerts or Approval Requests.

Environment

  • App Control Server: All Supported Versions

Resolution

  1. Verify the emails are not being filtered by Email Rules or in the Junk/SPAM folder.
  2. Log in to the Console and navigate to Settings > System Configuration > Mail.
    1. Verify Mail Notification Enabled is checked for Alert Settings and/or Approval Request Settings.
    2. Verify the email configuration in Server Settings section is accurate.
    3. If not already enabled, consider enabling Secure Mail (TLS) to authenticate with the mail server prior to sending the email.
    4. In the Validate Server enter an email address, and click Send Mail.
  3. Navigate to Tools > Alerts > relevant Alert and verify:
    • Status Enabled.
    • Criteria is set correctly.
    • Subscriber (if using per-Alert Subscriber) is set.
    • Auto Reset is set accordingly.
  4. Log in to the application server hosting the Console as the Carbon Black Service Account.
    1. Verify the App Control Reporter Service has the correct credentials in the Log On and is running.
    2. User PowerShell to test connection to the Mail Server on the port specified using the TNC command, example:
      TNC -ComputerName mailserver.fqdn.com -Port 12345 -InformationLevel "Detailed"
      If the test fails, verify the port/communication is not blocked by firewall/proxy.

If issues persists, capture the Server Logs for Email Not Sending and open a case with Support.