Issue description   

The mail server configuration in ADManager Plus is essential for enabling email-based notifications, alerts, and reports. It ensures that administrators and users receive timely updates about task completions, failures, approvals, and other critical system activities, enhancing communication and operational efficiency.

However, users may encounter failures while configuring or sending emails through the mail server in ADManager Plus. This can result in notifications, alerts, and reports not being sent properly, potentially leading to missed updates and delayed administrative actions. Prompt troubleshooting is essential to restore email communication and ensure smooth operations.

Possible causes   

1. User account does not have a mailbox: The account used for email configuration must have a valid mailbox.

2. SMTP authentication disabled in Exchange Online: If using Exchange Online as the mail server, SMTP authentication must be enabled.

3. Invalid email credentials: The email server login credentials (username and password) used for SMTP authentication may be incorrect.

4. Firewall or network restrictions: Outbound SMTP traffic may be blocked by firewall rules.

5. Incorrect SMTP server configuration: The configured SMTP server details may be incorrect or outdated.

6. TLS 1.2 not enabled: Exchange Online and Google Mail require TLS 1.2 for secure connections.

7. Mail server port not open: The configured SMTP port must be open for communication.

Prerequisites   

Before troubleshooting, ensure:

• The ADManager Plus server has a stable internet connection (if using Exchange Online or Google Mail).

• You have admin access to modify email settings in ADManager Plus.

• The email account used has a valid mailbox.

Resolution   

Follow these steps to resolve email server configuration failures:

Step 1: Ensure that the from address configured in the email settings corresponds to an active and accessible mailbox.

1. Log in to the Microsoft 365 Exchange admin center or Google Workspace admin console.

2. Navigate to Users > Active Users.

3. Locate the service account used for email configuration.

4. Ensure a valid mailbox is assigned.

Step 2: Validate SMTP server details  

1. Confirm the SMTP server hostname and port number from your email provider.

• Microsoft 365: smtp.office365.com (port 587, TLS required)

• Google Mail: smtp.gmail.com (port 587, TLS required)

2. Ensure the correct encryption method is selected (SSL/TLS/STARTTLS).

3. Update the details in the Mail Server Settings in ADManager Plus.

Step 3: Enable SMTP authentication in Exchange Online

For Exchange Online:  

1. Sign in to the Microsoft 365 Exchange admin center.

2. Navigate to Users > Active Users.

3. Select the service account and click Mail > Manage Email Apps.

4. Ensure Authenticated SMTP is enabled.

5. Save the settings and retry the email configuration.

Step 4: Verify email server credentials  

1. Attempt to log in to the mail server’s web portal using the configured username and password.

Tips  

• If SMTP authentication is failing, try using the app password instead of the account password.

• Ensure the email account hasn’t exceeded the provider’s daily sending limit, which can block outbound emails.

• Configure email settings with a dedicated email account to avoid authentication failures due to password changes.

How to reach support