Emails are not sending (Desktop)
When emails are not sent, there are some first steps
you can check. The first step you want to do is check if the current
email settings in Visual Matrix are saving. If they are not, then there
is an issue with those settings. If they are, then you can check if the
emails are really not sending or do they get into the recipient
spam/junk folder.
1. Check if the email settings are saving... or not
Go to Management > Admin > Email/Fax > Email Setup and click Save.
If you encounter an error message, then there is an issue with your
email settings (password, security). Make sure you respect any security
protocol from your email provider (like Gmail) and from Visual Matrix.
If it is saving, then lets continue to the next step.
Please note that free email services such as Gmail, Yahoo, and others
are not officially supported by Visual Matrix. Use of these services is
at your own risk. Visual Matrix technicians will not troubleshoot or
setup your email provider settings. We do advise you to work with your
email provider technical support (Gmail, Outlook/Microsoft/Azure, ...)
for that matter.
Check how many emails are stuck and when the issue started
Follow this path: C:\ImageTech\VisualMatrix\SmtpQ\queue
This will show you the folder from which emails are being sent.
Once you followed the next steps, the folder should empty, it might take a couple of minutes if there are a lot of emails stuck.
You can always delete some old emails if the engine has not been running for a long time (days, weeks, months), you may not want to send an email that has been stuck for 2 weeks.
Sometimes, emails still in the folder may stay stuck. You can also delete everything and do a new test email.
Did you change the password of your email?
If you changed the password to your email via your email account portal, you will need to update it in Visual Matrix.
Go to Management > Admin > Email/Fax > Email Setup.
Update your password and click Save.
If it is not saving, something else may have changed with your email provider.
Some email providers have security settings that need to be disabled, enabled, or bypassed by specific passwords generated by them.
Make sure the email used in the settings is set up in your hotel's General Information
The email you are using to send from Visual Matrix has to be saved in the general settings.
Got to Management > Setup > Property > General > General Information.
Chilkat has stopped working
Chilkat is a Windows service that Visual Matrix uses to send email and text messages.
Emails are not sent from the main server but from each computer. Meaning, email might send or not from one computer but might be or not from another one. The following troubleshooting might have to be done on every computer the hotel is sending VM emails from.
From the Windows search tool, Open Services.
Search for Chilkat SMTPQ.
- If it is not running, click Start in the left column.
- If it is running, click Restart in the left column.
Check the email queue seen above, it should either be empty or getting empty.
You may need to empty the email queue
If there are too many emails pending in the queue to be sent, Chilkatt may not restart being overloaded.
To empty the queue, open File Explorer and go to this URL: C:\ImageTech\VisualMatrix\SmtpQ\queue
Select all the files and right click.
Click on Delete.
Then go back to the Services and try again to restart Chilkatt (see previous step).
If emails are still not sent, open a ticket with our Client Experience Team at help.visualmatrix.com .
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