Impossible to send an email to reset password (organization)

[pjoly]

Hello

I have put an organization login page in place.

It works fine but I wanted to test the "reset password " feature.

I have the email extension installed and configured (I can send email with it, it tested the service)

I used the corresponding thing for

Password Reset Mail Server?

But when I try to send the email I have the error

Internal Error - unable to send email

I see nothing wrong  in the logs

In security log it seems OK :

User [xxxxxx] is a member of [xxxxxx] and has confirmed their personal information - sending reset email

Any ideas how to configure it to make it works ?

Thanks

Regards

[ankigupta]

Hi pjoly​, This seems to be a Bug. Jira TWAPPS-33 is open for this issue.

[pjoly]

Hello,

OK

As customer (Gold support) do we have an access to these  open Jiras  (I cannot find in my account)  ?

Thanks

Pascal

[supandey]

pjoly, you can track the status of the SPR/Jira opened for your issues via the article attached to your case (if you created one with www.support.ptc.com)

[pascal_kardex]

Hi Ankit Gupta​, any information if this has been fixed yet? Thanks!

[supandey]

Hi Pascal, the issue is being worked upon at R&D. Fix not ready yet.

[pascal_kardex]

Thanks. This is a real blocker to go live with our customers. I asked Stefan Bode​ to upgrade the priority...

[pascal_kardex]

Hi pjoly​, any update on this?

[pjoly]

Hello

no news, I'll open my own ticket even if they have already in Jira from another customer.

perhaps the more tickets on a subject the highest priority ...

Regards

[Aanjan]

Pascal, what Mail Server is in use? Is this through ThingWorx Utilities? Is the user you're trying to send part of a specific ThingWorx Organization?

[pjoly]

hello

I'm using thingworx mail extension ( 3.3.0) from the market place.

Mail server is postfix on Ubuntu (localhost where thingworx is running)

The user is part of an Organization yes (it's me)

thanks

[Aanjan]

What Mail Server is it using? I've seen this happen with Yahoo mail but not with Gmail; so we might need to check on any security settings on your Mail Server itself.

[pjoly]

I'm using the same email than during the "test" of the service which is working fine.

So I don't understand why it is not working from the "reset password" button associated with the same service.

[pbaierl]

I am having the same issue.  I opened a case for this a little while back but haven't heard anything new.  I have just heard that the R&D team is looking into the issue as was mentioned above.

I am using a Microsoft exchange server to send the reset password message.  I am using this same notification thing to send out notifications when my devices go offline so I know that the notification thing does work.

[pascal_kardex]

Did you try with a POP3 Server? We had similar Error with Exchange...

[posipova]

If you are using Gmail server, please see Google e-mail and mail extension: set up and troubleshooting

Before you click "reset password", open your browser developer tools, and then see if there are any errors once you run the service. What is the error in the application log? Do you have Thingworx Utilities?

[pjoly]

Hello

1/ I am not using gmail

2/ I have some error in the console :

404 : https://servername/Thingworx/Common/locales/de/translation-login.json

(why de ? I am in France)

3/ I don't have Thingworx Utilities (I cannot find it in my downlmoad workspace)

Thanks

[posipova]

If you go to Monitoring -> Application log, can you see any errors? Please copy the error and paste it here. What mail server are you using? If it's corporate, do you know of any possible restrictions  being set up on the incoming messages? Another way to test is to try and set up with a different mail server. 

[pjoly]

Application Log :

A general exception occurred - null

I am using postfix to send and to receive it is another server  associated to the email (gandi)

I can send email by using the service "

SendMessage

I tested another external server from my FAI (working also with send message), same result ...

Thanks

[posipova]

This error confirms an existing logged defect. The fix should be out next week with the release of the mail extension 3.3.1.

[pjoly]

hello

I downloaded  and installed extension mail 3.3.1 but same result.

something to restart other than the mashup itself ? (and how to restart the "mail" thing ?)

Thanks

[posipova · Accepted solution]

It should be working as an overwrite install of the extension. You may try deleting the original extension, restarting tomcat, installing the new extension.

But first, would it be possible for you to obtain an email account with say, google, and test it? Since the configuration is known and simple, it would be an easier test to ensure the problem lies indeed on the extension side.

For a g-mail account, the settings would be the following:

Smtp.gmail.com 587

Pop.gmail.com 995

Check Use TLS

Please refer to this guide for more details.

Google e-mail and mail extension: set up and troubleshooting

[pjoly]

hello

I restarted tomcat8 and it is OK (my SMTP servers were OK as tested separately with "test messages" ) !!

So the procedure I used

1/ Upgrade mail extension to 3.3.1 by overwrite 3.3.0 (just import)

2/ restart tomcat8

that's all

Thank's all for support !

[posipova]

Thank you for the update!

Happy holidays.

[sbalta]

Can you provide (copy-paste) more lines of logs: before and after "A general exception occurred - null" ?

[pjoly]

hello

application logs :

16-12-27 15:24:42.236	WARN	Thingworx System Metrics	SuperUser	c.t.s.s.p.PlatformSubsystem	pool-6-thread-1
2016-12-27 14:54:42.236	WARN	Thingworx System Metrics	SuperUser	c.t.s.s.p.PlatformSubsystem	pool-6-thread-1
2016-12-27 14:24:42.236	WARN	Thingworx System Metrics	SuperUser	c.t.s.s.p.PlatformSubsystem	pool-6-thread-1
2016-12-27 14:18:32.824	ERROR	A general exception occurred - null		c.t.s.a.Authenticator	http-nio-443-exec-4
2016-12-27 14:16:13.458	INFO	*** Import completed successfully	SuperUser	c.t.c.ImportProcessor	http-nio-443-exec-9
2016-12-27 14:16:13.456	INFO	*** Post start notifications for Dependent Thing GandiMail...	SuperUser	c.t.c.ImportProcessor	http-nio-443-exec-9
2016-12-27 14:16:13.456	INFO	*** Post start notifications for Dependent Thing MailServerM2AIM...	SuperUser	c.t.c.ImportProcessor	http-nio-443-exec-9
2016-12-27 14:16:13.455	INFO	*** Activating Property Bindings for Things	SuperUser	c.t.c.ImportProcessor	http-nio-443-exec-9

security log :

2016-12-27 15:34:42.851	WARN	User [Pascal] is a member of [xxxxxx] and has confirmed their personal information - sending reset email		S.c.t.s.a.Authenticator	http-nio-443-exec-2
2016-12-27 15:34:19.591	WARN	Reset Password clicked for [OrgName: xxxxx]		S.c.t.w.BaseService	http-nio-443-exec-3

[sbalta]

What ThingWorx version are you using?

Are you using special characters in your password? If yes, could you test with simple characters?

Can you reproduce the steps provided by Polina, and tell us the result?

Thanks