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Troubleshooting - Auto Emails


Troubleshooting the Email Folder


"Sent e-mails" Folder

  • Are emails with the current date in the "Date Sent" column?

  • Only sporadic emails with today's date are displayed? If so, check the "Not Sent" folder.


"Not Sent" Folder

  • Are emails with the current date displayed in the "Created" column? If so, check the expiration date of the affected email type.


"Outbox" Folder

  • If emails are highlighted in red in the outbox, you can display the error message via the "Log" button.

  • If emails are displayed in the "Status" column as "QUEUED", please contact pixi* Support.


"Drafts" Folder

  • If the emails are in the "Drafts" folder, manual sending is enabled. In this case, enable the automatic sending of the email in the general settings or in the sending options of the respective email type.

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Troubleshooting Email Types and Templates

Is the affected email type activated?

Green: The email type is enabled and the emails are sent to the customer.
Yellow: The test mode for the email type is enabled. The emails are sent to the test email address on file.
Red: The email type is disabled, no emails are generated or sent.



Is manual sending or test mode enabled in the email type sending options?



Are the correct email types enabled?

Emailing can also cause problems if certain email types are enabled at the same time. Only one of the following email types should be enabled, so there are no issues with email creation and delivery:

  • either Order Sent Completely or Order Sent Completely (incl. NLB Items)

  • either Order Sent Partially or Order Sent Partially (incl. NLB Items)


Is the expiration date of the email type set too low?

If the expiration date is set to 0 days, all emails will be placed in the "Unsent" folder after creation.

For the payment reminders (HAL7 and HAL14), delivery delay (DLY and DLF), and feedback (SFU) emails, you must set the expiration date higher than the entered values under the Database Settings > Auto Emails V2.



Specific SMTP data stored for the email type or template?

If the SMTP data is not correct, the created emails stay in the outbox and are highlighted in red. You can use the "Test connection" button in the sending options to check whether the stored data is correct. If separate SMTP data is stored, you must enable the option "Server Requests Authentication". All fields marked with a * must be completed.



Email sending via Gmail (Google Mail)

If your emails are sent using SMTP provider Gmail, you need to enter Port Number 587 in pixi*.


Is an email template created with the appropriate parameters?

The default template can be disabled. If there is no suitable template for an order, the email will not be created and sent.


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Troubleshooting the Database Settings

  1. Is the number of entered days for sending out of the emails running out before the expiration date of the respective email type?

  2. Is the correct time set for the option "Auto e-mails - hour to send remaining AUS e-mails"?

    • If a value of 25 or higher is entered here, only emails with a tracking ID will be sent.

  3. Are the payment codes for the payment confirmation email entered?

    • For the payment confirmation, the codes of the payment method are listed without quotation marks (C, P, ...).

    • If emails should also be sent when the order is released manually in customer service, disable the option "Auto e-mails - match required for payment received".

  4. Are the payment methods for the payment reminder email correctly entered?

    • For the payment reminder, the codes of the payment method must be listed with quotation marks ('C', 'P', ...)

    • The payment reminder will only be sent for HAL orders.

  5. Has a value with quotation marks been entered in the system email settings?

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FAILED - Error messages and their meaning

If the sending of one or more auto-emails has failed, the status of the emails changes to FAILED. You can use the button 'History' to display the error message of the selected email. See also: The Basics of auto-emails

Below is an overview of possible errors and solutions:


Cannot send mails to mail server. (A recipient must be specified.)

  • Check in the SMTP data of the emails whether the sender name and the sender address have been stored.


Cannot send mail to mail servers. (The specified string does not have the required format for a subject line.)

  • Check in the email template whether there is an invisible second text line in the subject field. You can check this by clicking in the subject line and pressing the up or down arrow key.


Could not connect to the mail server. (A connection attempt failed because the connected party did not properly respond after some time, or an established connection failed because the connected host has failed to respond)

  • The stored SMTP data is not correct.


The mail could not be sent to the recipients because of the mail server failure. (Sending Mail using Account 2713 (2012-10-17T13:30:01). Exception Message: Cannot send mails to mail server. (Transaction failed. The server response was: 5.7.1 <email@arcor.de>: Relay access denied).)

  • Check whether the user name and password are stored in the SMTP settings.

  • The username or password of the SMTP settings is incorrect.


The mail could not be sent to the recipients because of the mail server failure. (Sending Mail using Account 1141 (2012-10-16T19:23:11). Exception Message: Cannot send mails to mail server. (Mailbox unavailable. The server response was: 4.7.1 Client host rejected: cannot find your hostname, [212.77.169.72]).)

  • The SMTP server address is incorrect.


The mail could not be sent to the recipients because of the mail server failure. (Sending Mail using Account 14 (2012-11-30T16:14:03). Exception Message: Could not connect to mail server. (No connection could be made because the target machine actively refused it 188.40.44.210:25).)

  • The IP address is not released.


The mail could not be sent to the recipients because of the mail server failure. (Sending Mail using Account 4346 (2012-12-18T13:42:08). Exception Message: Could not connect to mail server. (No such host is known).)

  • Check the stored SMTP data.


The mail could not be sent to the recipients because of the mail server failure. (Sending Mail using Account 9179 (2013-11-26T10:58:01). Exception Message: Cannot send mails to mail server. (Mailbox unavailable. The server response was: relay not permitted).

  • Check the stored SMTP data.


The mail could not be sent to the recipients because of the mail server failure. (Sending Mail using Account 224 (2014-12-09T14:18:03). Exception Message: Cannot send mails to mail server. (Error in processing. The server response was: Unknown sender ip address. check your settings.).)

  • Check the stored SMTP data.


The mail could not be sent to the recipients because of the mail server failure. (Sending Mail using Account 1329 (2015-12-16T18:16:35). Exception Message: Cannot send mails to mail server. (Error in processing. The server response was: Mail quota reached.).)

  • Please contact your email service provider.

  • The maximum number of emails that can be sent per day has been reached.


The mail could not be sent to the recipients because of the mail server failure. (Sending Mail using Account 6244 (2017-06-07T15:14:02). Exception Message: Cannot send mails to mail server. (The specified string is not in the form required for an e-mail address.).)

  • Check in the SMTP data of the emails whether there is a valid email address stored for the sender address.


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