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ERROR: Kiwi mailer service stops running after period of time

Symptoms

The Kiwi mailer service stops running after a period of time. Messages are still appended to the queue but not sent out. By running the application in Standard Mode, the mail queue restarts and messages begin sending again.


Reason

 A message in the mail queue has failed to be delivered successfully and the retry limit has been exceeded.

For some reason, this event may shut down the mailer service which is restarted automatically when you re-open Kiwi CatTools in Standard Mode. There are two likely causes to this problem which can be identified from checking the InfoLog.

i) The connection to the SMTP server you are using for relaying your email, is timing out before the SMTP server has acknowledged successful sending of your message. Check the InfoLog for a Mail Error: line containing "SMTP server did not acknowledge message before timeout".

See KB article ERROR: SMTP server did not acknowledge message before timeout

ii) A badly formed or invalid email address has been specified in the CatTools email setup, or as an alternative email address within an activity. Check in the InfoLog for the existence of the lines: "Report e-mail to: [specified email address] has been queued" or "Error notification e-mail has been sent to: [specified email address]"

[specified email address] MUST contain a valid email.


Resolution

Check the email settings under the CatTools set-up, and check the activity to see if an "Alternative e-mail" has been specified in either of the two fields within the E-mail tab of the activity.

(Note: check for white-space in these fields, if the lines in the InfoLog as shown above, have no email address)

You may also want to delete the offending email from the message queue, to ensure it doesn't cause any further problems.
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