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Could Not Connect error using Send Email test page


QAID # 20857 Published

Question / Problem:

When using the Send Email test page in Message Connector Monitor, the results pane returns:

Send Email returned Error...

Communication Fault Information
Error Category INTERNAL
Connection level 10
Error Code 31602
Diagnostics could not connect

Answer / Solution:

The following are steps on how to verify that an SMTP connection is valid and working outside of Kofax applications:

  1. Open a command prompt on the MC server.
  2. Enter the following command:
    C:>Telnet 25
    The response should look like:
    220 Microsoft ESMTP MAIL Service, Version: 6.0.3790.3959 ready at Wed, 25 Nov 2015 08:30:19 -0800
  3. Enter:
    It should respond with:
    250 Hello [###.###.###.###]
  4. Enter:
    It should respond with:
    250 2.1.0 ....Sender OK
  5. Enter:
    RCPT TO: <Enter an Email address>
    It should respond with:
    250 2.1.5 ....
  6. Enter:
    It should respond with:
    354 Start mail input; end with <CRLF>.<CRLF>
  7. Enter any test data.
  8. Enter:
  9. Enter:
    It should respond with:
    221 2.0.0 <FQDN> Service closing

If these steps fail, then the settings are not correct and the correct FQDN for the SMTP server needs to be determined.

Applies to:

Product Version
KIC 2.6
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