Support Center

Troubleshooting Email Settings

Last Updated: May 16, 2014 09:18AM PDT
Sophos Reporter can be used to send Company Overview reports by email every day, week or month, as well as send activity alerts via email as they occur. These features require Sophos Reporter to be configured with an active SMTP Server. This is done in Settings | Email.
 
If you have configured your email settings, and you are still not receiving emails from Sophos Reporter, here are some troubleshooting tips.
 

Try with and without secure connection

By default, the 'Use a secure connection (SSL/TLS)' option at the bottom of the Email Settings page is checked. If your server is not configured for secure connections, this would cause the emails to fail. Try unchecking this option and re-sharing a report via email.
 

Ensure firewall and email policies are not blocking emails

Check the Sophos Reporter server, as well as the email address configured in 'Send emails from this address', have privileges to send email through your email server.

Check the email tracking logs of your email server to see if the email is being received and delivered.

Also check any third party anti-spam or anti-virus applications are not getting in the way.
 

Settings for common email servers

If you are unsure what SMTP Settings you should be using, here are some tips for three common mail servers:

Microsoft Exchange:

Server: Name or IP address of your exchange server
Port: 25
Username: Enter an authorised username in the format of Domain\Username
Use SSL/TLS: Depending on your environment (see 'Try with and without' secure connection above.
 

Exchange Online (Office 365 / Outlook.com):

If you're using Exchange Online which powers Office 365 and Outlook.com, you can find your Email settings by logging into your web mail, and going to Options | See All Options | Account | My Account | Settings for POP, IMAP and SMTP access. 
Server: Enter the Server listed under 'SMTP settings' above.
Port: Enter the Port listed under 'SMTP Settings' above.
Username: Use your full email address (username@domain.com).
​Password: Your Office 365 / Outlook.com Password.
Use a secure connection (SSL/TLS): Yes
 

Google Apps & Gmail

Server: smtp.gmail.com
Port: 587 or 465
Username: Your full email address (username@domain.com)
Password: Your Google Apps password
Use a secure connection (SSL/TLS): Yes

Check Sophos Reporter's Dashboard.log

If you are still having issues, you can get more information about email errors in the Dashboard.log file on your Sophos Reporter server. 
 
  1. Go to Settings | Diagnostic and increase the logging level to 'Most' (Verbose). Also note the location of the Dashboard.log file.
  2. Open an existing report (Reports | Show Existing Reports)
  3. Click Share Report in the top left
  4. Enter your email address and click Send.
  5. Wait a few seconds until either a success or failure message is displayed. 
  6. If the email failed to send, the full error message will be logged towards the end of the Dashboard.log file. Please send the Dashboard.log to support@fastvue.co with a brief description of the problem and we will help you investigate. If the file is too large to email, you can upload it at http://fastvue.co/upload
  7. Go to Settings | Diagnostic and click the Restore Default button to set the logging level back to Notice.

Hopefully the information above helps you resolve the email problem. If not, our support agents are standing by to help. For a faster resolution, make sure you send in the Dashboard.log file with the verbose error message.

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