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Outbound Email Issue: .com.au Domain Unable to Send from UK-Hosted Sugar Instance

Christopher Hart

We have a customer with offices in both the UK and Australia. They have two Sugar instances (V 14.0.0 (Build 233) (Q2 2024)), both hosted in a UK data center. The UK CRM can send outbound emails without any issues. However, the Australian site, which uses a .com.au domain, is unable to send outbound emails and receives the error message: "The outbound mail server selected for the mail account you are using is invalid." Microsoft has been involved and confirmed that there are no issues on their end, suggesting the problem might be related to Sugar. Could Microsoft be blocking the connection because the O365 is hosted in Australia while the CRM instance is hosted in the UK? Any input on this issue would be greatly appreciated.

UK Sugar Instance

AUS Sugar Instance

  • 0

    Hi  ,

    Have you tried increasing the SMTP logging level to get a better diagnostic? If not, I recommend adding the following to the config_override.php file:

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    $sugar_config['smtp_mailer_debug'] = 4;
    XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

    Once that is set, attempt the outbound email again and relay the relevant log entries here so we can see what the next step should be.

    Chris

    Co-Founder | SugarCRM's 2024 Global Outfitters Partner of the Year

  • 0 in reply to Chris Raffle

     After doing that, sending a test email from the System Email Settings page just hangs on 'one moment please' 

  • 0 in reply to Christopher Hart

     ,

    I don't recall ever seeing that happen. Did you check to see if anything additional was logged in the sugarcrm.log file? If you aren't seeing any logging when trying the test email, please post the contents of your config_override.php file.

    Chris

    Co-Founder | SugarCRM's 2024 Global Outfitters Partner of the Year

  • 0

    Hi Christopher,

    May I ask you few questions to help you in debugging this problem?

    1. Are you on Sugar cloud or On Prem? Are you trying to configuring it new or is it something you have configured earlier it stopped working suddenly?

    2. If it is something it stopped working suddenly, make sure your client ID and client secret used in microsoft connector settings used inside Sugar are valid.

    3. Please check Sugarcrm.log and php error logs and see what error you message exactly you see when you are trying to send test email. This helps us to debug the issue.

    Thanks and Regards,

    Ramya K

  • 0 in reply to Ramya Katram

    Apologies for the delayed response.

    We are using On-Premise version 13. It works for a business standard trial account, as we can successfully authorize in the system email settings. However, the error log isn't very helpful: "Error: The outbound mail server selected for the mail account you are using is invalid. Check the settings or select a different mail server for the mail account."

    I suspect the issue may either be the customer’s domain blocking outgoing emails or a conflict due to Sugar and Microsoft being hosted in different regions.

  • 0 in reply to Chris Raffle

    Hi    Do you by any chance know if we would need to  generate a DKIM record for our custome to add to their DNS records to help authenticate outgoing emails sent from our hosted server? Would I log a Sugar support case for guidance?