Advanced Troubleshooting Email Notifications in FogBugz On Premises – FogBugz Support

Overview

There are cases where users report that they cannot send emails from FogBugz or receive emails to FogBugz. This article provides the different methods required to diagnose and resolve these issues in a systematic manner.

If you are using the legacy FogBugz For Your Server, please review this article on Mailbox Problems (FogBugz for Your Server).

Audience

FogBugz Advanced Users
System Administrators (On Premises)

Information

Turning on Logging on the Server to Debug

To discover the problems with the system, turn on logging while running the tests.

Please refer to this article on Enabling Logging in FogBugz On Premises.

FogBugz not Connecting to the Mail Server

If you get the following message, click on it, and troubleshoot any issues that are listed.

Some errors have occurred on FogBugz
Delete the notification.
Before proceeding, make sure that the above message does not revert.

Restarting the FogBugz Services

Navigate to Control Panel > Administrative Tools > Services.
- If you are having inbound issues, right-click on the FogBugz Heartbeat Service and click Restart.
- If you are having outbound issues, right-click on the FogBugz Queuing Service and click Restart.
- While you are restarting the services, if any issue occurs, make sure that the login credentials for the services are correct.

Mail Queue Table in the Database

In the SQL server, run the following query using the SQL Server Management Studio.
```
Use Trial1 -- replace with your Fogbugz DB name
SELECT count (*) FROM MailQueue
```
This query counts the number of emails that are waiting to be sent.
To display when each un-deleted mailbox was checked last time by the service, execute the following query.
```
SELECT sEmail,dtLastChecked FROM Mailbox WHERE fDeleted=0 
```
When you have the Queue Service running again, it is handy to check this count and see if it is decreasing.
To check if emails go in and out, go to the queueStats page by using the following URL.
```
http://<FogBugzURL>/f/debug/queuestats
```
Check if the pending mail queue is reduced.

If the queue is not reduced, it indicates that the queue service is working, but the Heartbeat Service is not reaching. Moreover, this shows that there is a problem in reaching the maintenance URL.
Log in to the IIS FogBugz server as the Windows user that the Maintenance Service is using.
Copy the following multi-heartbeat URL and paste it into a browser, and press Enter.
```
http://localhost/[FogBugz Version]/multiheartbeat.asp
```
Please replace the [FogBugz Version] with the version you are working on. You can check it in the IIS by navigating to Server Name > Sites > FB GEN ALL in the left menu.
Check if the browser shows a plus sign.
If the multi-heartbeat link fails, i.e., the plus sign is not shown, there might be three possible reasons:
- HTTPS might be incorrectly configured. To solve this issue, please follow the process in this article on Configuring SSL on FogBugz On Site / On Premises to Use HTTPS.
- Windows domain permissions might be incorrect. Make sure that the FogBugz user has the correct permissions. To solve the issue, grant that user explicit Local Admin privileges instead of granting permissions through a group or a role.
- DNS might not be able to resolve the URL from the machine. To solve this issue, please review this Microsoft article on Troubleshooting DNS servers.

Pending or Outstanding Mails on the Mail Server

Check the Admin Notification in the FogBugz instance.
If there are any stuck mail errors, troubleshoot them.
Confirm the mail server settings by navigating to Avatar Menu > Mailboxes.
Log in to the mail server and remove any outstanding or unsent emails.

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Validation

The error notifications cease, and the cases start generating as they should.