E-mails are not sending from the mobile app.

E-mails are not sending from the mobile app.

If e-mails are not sending through the app, the first thing we need to check is that you are allowing e-mails from the server of the mobile connection.

Please confirm that the IP address below has been whitelisted and is allowed to send e-mails from your server.  Once that is confirmed, we can continue to review if there continues to be an error, but likely the IP address being used by the mobile app is being blocked by your Firewall.

The Softbase Connect API that is used to allow the Softbase Service Mobile App to communicate with the Softbase 3.0 Database is located on a hosted server in Microsoft Azure that Softbase provides.  When the technicians use the Softbase Service Mobile App to track work they are doing and send customers emails, the email is generated and sent from the Server that hosts the API.  

Often, you will need is to have your IT team ensure that the Email Server is allowing emails to be sent from our hosted server which is on IP Address 20.12.240.120. It is likely that the firewall or other network settings are causing the e-mails to be dropped as they do not recognize the IP address of the API server. 

When using the Mobile App, Email is routed directly from our Server 20.12.240.120 to what you have setup in the SMTP Server value in the SMTP Tab of the Softbase 3.0 Company Window.  It is a hand off directly to there. 

If you are sending email from Softbase 3.0 it will send the email from the local Machine that is running Softbase 3.0 directly to the SMTP Server value in the  SMTP Tab of the Softbase 3.0 Company Window.

Additionally, oftentimes email is set up in Softbase to be sent over port 25 on the setup in the SMTP settings of Company Setup in Softbase's main application. For Softbase 3.0 that is fine but for the Softbase Service Mobile App we are using an Azure Hosted Server for the APIs and port 25 is blocked for all SMTP traffic.  Softbase 3.0 and the Mobile App use the same SMTP Settings in the Softbase 3.0 App.  You will need to update to another port in Softbase to allow the e-mails to send as expected from the Softbase Mobile App.

 

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