Troubleshooting Emails

Troubleshooting steps for when users do not receive emails from Faspex.

When a user is created or is trying to reset the password, Faspex sends email with a link to reset the password. When a new package is created, Faspex should send users an email notification with a link to this package. Without the email, users can still download the package by logging in to the Faspex server, but they need to be notified that they received a new package.

Ask your users to check for missing emails in their spam folder.
Check that emails can be delivered to the user email address by sending a new email directly.
Try sending a test email from the Faspex UI:
1. Log in to Faspex as an admin.
2. Go to Server > Notifications > E-mail Configuration.
3. Enter a test email address.
4. Click Save and Send Test Email.
Check for error messages in the grey box. Error messages indicate if the server is improperly configured or if the destination email address doesn't exist on the SMTP server.

Check whether the email background process is running:

Run:

asctl all:status

Check if the email background job is stopped. For example:

asctl all:status
Apache: running
MySQL: running
Faspex Mongrels: running
Faspex Background: running
Faspex DS Background: running
Faspex DB Background: running
Faspex Email Background: stopped
Faspex NP Background: running

If the email background job is running, but emails are still failing, it's possible a background job failed to terminate gracefully and the corresponding pid file did not get cleared.
1. Restart the email background job:
```
asctl faspex:email:restart
```
2. If the restart fails with a message that Faspex was unable to kill a process, deletelook for and delete pid files for the email background process in:
  /opt/aspera/faspex/tmp/pids
3. Start the job:
```
asctl faspex:email:start
```
Investigate the email log file found at:
/opt/aspera/faspex/log/faspex_email_background.log
Search for entry like: Sent mail to user@domain.com.
- If you find an entry indicating that Faspex sent an email to the user, the issue is on the server-side SMTP, or the email could have been filtered out by the email-client application. Recommend your users contact their IT department or their mail-server administrator to investigate the missing email.
- If there are no entries, verify whether the email has been generated by Faspex at all. It can be waiting for a background job to process it. Check whether there are emails in the Faspex queue waiting for the background job to process them. To verify, check records in the QUEUED_EMAILS table in the Faspex database. This can be done by running:
```
$ /opt/aspera/common/mysql/bin/mysql -uroot -ppasswd -e 'select * from queued_emails;' faspex
```
Note: You can find your MySQL password at /opt/aspera/common/mysql/database.rb.yml.
If there are records in the QUEUED_EMAILS table and they are not decreasing, then Faspex isn't processing them.
At this point, gather your Faspex log files (see Log Files) and contact support with your findings from your troubleshooting steps along with your logs.