In Trados GroupShare 2017 or higher, you encounter issues with email notifications not being received, sent or the following error message is seen in the log files:

Sdl.StudioServer.Platform.ApplicationServer.ApplicationPlatformService#SMTP settings not complete (host, port, or sender email missing)

 

1. Check if the SMTP settings are correct

• Check the Application service logs in C:\ProgramData\SDL\Service\Logs. If the SMTP server settings are missing or not complete there will be a message similar to:
  
  Sdl.StudioServer.Platform.ApplicationServer.ApplicationPlatformService#SMTP settings not complete (host, port, or sender email missing). Emails won't be sent and no warning other than this will be received.
  
  As mentioned in the message, no other warnings will be written to any other logs; the user opted out of email notifications at install time.
   
• If you find this message, configure the settings under Project Server Notification Settings in the Trados GroupShare Console. After the settings are changed you need to restart the Trados GroupShare services.

 

2. Check if the MSMQ dependency is present

• Email notification depends on MSMQ (Microsoft Message Queuing). This is a requirement for GroupShare and the dependency is verified at install time. Nevertheless, MSMQ is a Windows Service named Message Queuing and may be disabled later on. If this is the case the Application service logs should contain errors similar to:
  
  Sdl.StudioServer.Services.Core.ServiceBus.Subscriber#Error processing message on queue .\private$\sdl.servicebus.email.projectchange.
  System.Messaging.MessageQueueException (0x80004005): Message Queue service is not available.
  
  These errors are recorded when an activity occurs that would result in an email notification.

3. Check if users have an email address specified

• Log into Trados GroupShare Web UI, go to the User Management tab, and check that users have an email address specified.

 

4. If SMTP settings are configured, users have email addresses specified and MSMQ is installed and running

• Check the Application service logs once more for a simple SMTP misconfiguration. If that is the case an error should be present similar to:
  
  Sdl.Enterprise2.Platform.Notification.SmtpClientWrapper#Sending mail 'Project on GS2014Assign01 - Files Ready for You'. To: '"System Administrator" <test@sdl.com>', Cc: '', Bcc: ''. 2014-01-29 11:08:09.255#Sdl.StudioServer.Services.Core.ServiceBus.Subscriber#Error processing message on queue .\private$\sdl.servicebus.email.projectchange.
  System.Net.Mail.SmtpException: The SMTP server requires a secure connection or the client was not authenticated. The server response was: 5.7.0 Must issue a STARTTLS command first. a8sm5919311eeo.3 – gsmtp”

 

5. Email notification log messages

• If everything is configured correctly the Application service logs will contain a message for every notification, similar to:
  
  Sdl.Enterprise2.Platform.Notification.SmtpClientWrapper#Sending mail 'Project on GS2014Assign01 - Files Ready for You'. To: '"System Administrator" <test@sdl.com>', Cc: '', Bcc: ''.

6. Check Customer domain support

     . If the customer is using a private email domain, Ask them to check with their domain customer care if any blocks on their side and white list out emails to remove from the block

 

There can be various reasons for this issue. This article provides an overview of what can be checked to troubleshoot possible issues with the email notification feature in Trados GroupShare.

The following KB article may be of help:

• How to find the log files for investigation on issues with Trados GroupShare, Trados Studio or MultiTerm