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No email notifications for 3 weeks

emails

I have not received any notification of resolution from the support email, so I will ask my question here:

We currently use your ticketing platform Gemini, which is a hosted solution

On the 20th of August at about 1.50pm our email notifications stopped working. The last processed email was 20 Aug 13:48. There is no errored emails in the list, nor any in the pending section; but I know for certain that there has been activity on the platform since this date (we use the platform for bug tracking). I asked our system administrator to check if the emails had been blocked at the firewall and he has come back saying there is no rules preventing the emails from being sent or received.

I just tried to create a ticket to see if it would generate an email to send to me (I have a notification set to send me an email when a new ticket is CREATED) and found the System Log generated this error: Invalid URI - Requested Resource could not be found. at CounterSoft.Gemini.WebServices.BaseService.ThrowResponseException(WebResponse response) at CounterSoft.Gemini.WebServices.BaseService.ProcessResponse[T](String url, Object obj, RequestType requestType) at CounterSoft.Gemini.WebServices.BaseService.GetResponse[T](String url, Object o, RequestType r) at CounterSoft.Gemini.WebServices.ProjectsService.GetProject(Int32 id) at GMBP.Adapter40.ProjectAdapter.GetProject(Int32 projectId) at GMBP.Admin.Apps.MailboxPro.Controls.Admin.EmailAccountList.ItemDatabound(Object sender, RepeaterItemEventArgs e) at System.Web.UI.WebControls.Repeater.CreateControlHierarchy(Boolean useDataSource) at System.Web.UI.WebControls.Repeater.OnDataBinding(EventArgs e) at GMBP.Admin.Apps.MailboxPro.Controls.Admin.EmailAccountList.LoadEmailAccounts() at System.Web.Util.CalliHelper.EventArgFunctionCaller(IntPtr fp, Object o, Object t, EventArgs e) at System.Web.Util.CalliEventHandlerDelegateProxy.Callback(Object sender, EventArgs e) at System.Web.UI.Control.OnLoad(EventArgs e) at System.Web.UI.Control.LoadRecursive() at System.Web.UI.Control.LoadRecursive() at System.Web.UI.Page.ProcessRequestMain(Boolean includeStagesBeforeAsyncPoint, Boolean includeStagesAfterAsyncPoint)

Cathy
· 1
Cathy
Replies (5)
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Are you referring to email alerts (sent when you create an item in Gemini) or emails converting to tickets?


Mark Wing
· 9108
Mark Wing
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Hi Mark,

Both. I have not received email alerts when people add comments or change the status of a ticket. Tickets are also not being created when we send them to our usual mail box. I know they are being received somewhere, as there is no delivery failure email that is returned.

I have checked in the Email section of the admin panel to see if there any any 'Pending' or 'Errored' and there is nothing. If check the 'Processed' tab I can see that the last email was processed, as mentioned before, at around 1.50pm

Thanks for your help


Cathy
· 1
Cathy
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We see an error that the username / password for the mailbox is not correct. Did you change those?


Mark Wing
· 9108
Mark Wing
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This has been resolved now. Thank you

In future, is the best idea to ask a question here in the FAQ, instead of sending a mail to support@countersoft.com?


Cathy
· 1
Cathy
helpful
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Faults should be reported to support@countersoft.com


Mark Wing
· 9108
Mark Wing