Skip to main content

Email notifications not working

Product: Test Services for OpenLab CDS Audience: OpenLab CDS administrators

Symptom​

Test Services does not deliver the email notifications you expect. You typically observe one of:

  • Recipients do not receive the daily summary, weekly summary, or immediate error notifications.
  • The Notification settings page shows a warning, Notifications are not being sent due to connection failure to email server. Please confirm that email settings in OpenLab Control Panel are valid.
  • You cannot enable notifications because Test Services reports that email is not configured.

Test Services sends notifications through the email server configured for OpenLab Software, so most delivery problems come from the email configuration rather than from Test Services.

Confirm this is the right document​

This page covers Test Services email notifications that are not delivered. Confirm the symptom before you continue.

  • If notifications are sent but contain the wrong content or the wrong tests, the email settings are working. Review your selections in Configure email notifications.
  • If a specific error string appears, look it up in Error messages first.
  • Otherwise, continue here.

Affected services​

Verification runs and reports continue to work while notifications are down. What is affected is delivery: results are still stored and visible in the history, but you do not receive the email summaries or immediate alerts until the email configuration is corrected.

Background​

Test Services does not hold its own mail server settings. It reads the email server configuration from the Control Panel and reuses it. Email can be sent only from a server, a Workstation, or a Workstation Plus, because those machine types host the component that sends mail. Clients and Analytical Instrument Controllers (AICs) cannot send email. Before you can enable notifications, both the SMTP server host and the sender address must be configured in the Control Panel.

Prerequisites​

  • You must have a Test Services administrator role to view and change notification settings.
  • You must have administrator access to the Control Panel to check the email server configuration.
  • You need a server, Workstation, or Workstation Plus to run the test email check, not a client or an AIC.

Diagnostic steps​

Work through these steps in order. Each step ends with a result table that routes you to the resolution.

  1. In the Control Panel, confirm that the email server is configured, then send a test email from the Control Panel.

    ResultNext step
    Email is not configured, or the test email failsSee Email not configured in the Control Panel.
    The Control Panel test email succeedsGo to step 2.

  2. Send a test email directly from Test Services. Open the test email endpoint in a browser on a server, Workstation, or Workstation Plus.

    # Replace <server:port> with the OpenLab Server or OLSS server address
    # for client/server systems, or the machine itself for a Workstation
    # or Workstation Plus. Example: localhost:52088

    https://<server:port>/openlab/testservicesserver/v1/health/email

    This sends a test email using the SMTP settings from the Control Panel. The email subject is Test Services Test e-mail.

    ResultNext step
    The test email is not receivedSee Email server settings out of sync.
    The test email is receivedGo to step 3.

  3. Check whether the authentication provider for OpenLab Software changed since notifications last worked.

    ResultNext step
    The authentication provider changedSee Authentication provider changed.
    Nothing changedConfirm your recipient addresses in Configure email notifications, then run a test again.

Resolution​

Email not configured in the Control Panel​

Test Services cannot send email until the email server is configured for OpenLab Software. If the SMTP host or the sender address is missing, Test Services prevents you from enabling notifications.

  • Configure the email server in the Control Panel, including the SMTP host and the sender address. See the Control Panel help for the steps.
  • Send a test email from the Control Panel to confirm the settings work.
  • Return to Test Services and enable notifications. See Configure email notifications.

Email server settings out of sync​

Test Services refreshes the email server settings from the Control Panel on a schedule and whenever it detects unsent mail in the outbox. If the settings in the Control Panel changed, queued mail may wait until the refresh runs.

  • Confirm that the email server settings in the Control Panel are current and correct.
  • Wait for the next refresh, or open the Notification settings page to trigger a check. When the settings are valid, the outbox warning clears and queued emails are sent.

Authentication provider changed​

When the authentication provider for OpenLab Software changes, Test Services can no longer refresh the email server settings until an administrator signs in again. Existing mail continues to send only if the SMTP server itself is unchanged.

  • Log in to Test Services as an administrator. Logging in refreshes the stored credentials and restores the email settings refresh.
  • Send a test email again to confirm delivery.