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What To Do If Email From Your Room Alert Monitor Is Not Working

A number of things can happen that prevent email from reaching you:

  1. Room Alert could not connect to your mail server.
  2. Room Alert did (1) but could not log in to your mail server.
  3. Room Alert did (1) and (2) but could not hand off the email to your mail server.
  4. Room Alert did (1), (2) and (3), but your mail server didn’t deliver it.
    • Your mail server does not relay mail to other mail servers.
    • Your mail server categorized the mail as spam and did not deliver it.
    • Your mail server did not recognize the recipient address.
  5. Room Alert did (1), (2) and (3) and your mail server did (4), but you can’t find it.
    • Your email application categorized it as spam and deleted it.
    • Your email application categorized it as spam and put it in your spam folder.
    • Your email application obeyed a filter and put it in a folder other than your in-box.
Check these things.Then run a trace for more information.

If you expect an email from your Room Alert Monitor–either a test email or an alert email–and don’t receive it, please check the following things:

Does your mail server use SSL or TLS? If so, your Room Alert E model or Room Alert 3 Wi-Fi can't use that mail server.

The models below do not support SSL or TLS:

Current Models

  • Room Alert 32E
  • Room Alert 12E
  • Room Alert 4E
  • Room Alert 3E
  • Room Alert 3 Wi-Fi

Legacy Models

  • Room Alert 32W
  • Room Alert 26W
  • Room Alert 24E
  • Room Alert 11E
  • Room Alert 7E
  • TemPageR 4E
  • TemPageR 3E

Use a different mail server with basic SMTP AUTH instead.

The models listed above can send email only through mail servers that use basic SMTP AUTH authentication. They cannot connect to mail servers that require SSL or TLS encryption. Common mail servers that use SSL/TLS are Gmail, Yahoo and Office365.

If you want to do your alerting from one of those models, you’ll need to pick a mail server that uses basic SMTP AUTH.

I don’t have a different mail server. Now what?

Alert from your RoomAlert.com account

There’s no mail server setup with RoomAlert.com–just enter your recipient into the alert and then the alerts come from @RoomAlert.com.

How To Create Alerts In Your RoomAlert.com Account

How To Configure Advanced Alerting Features In Your RoomAlert.com Account

For legacy devices, alert from the Device ManageR software

While you do have to set up a mail server in Device ManageR, Device ManageR supports SSL and TLS.

How To Create Alerts In Device ManageR: Start To Finish

Upgrade to the Room Alert 32S or 12S

The Room Alert 32S and 12S both support TLS. See the Room Alert 32S product page and Room Alert 12S product page for more information.

Supported TLS versions: 1.0, 1.1, 1.2 and 1.3

Are your SMTP settings in your Room Alert monitor incorrect or outdated?

If any of the fields in the Settings–>SMTP page in your Room Alert Monitor are incorrect, including simple typos, email will fail.

Proofread your SMTP Email page in your Room Alert Monitor by following these steps:

  1. Open your Room Alert Monitor’s native web interface. This FAQ shows you how: How To Open Your Room Alert Monitor’s Built-in Web Interface.
  2. In the unit’s web interface, navigate to the Email Settings page:
    • For Room Alert “E” models, select Settings–>SMTP from the navigation bar to the left.
    • For the Room Alert 32S, select Settings–>Email from the navigation bar to the left.
    • For the Room Alert 3 Wi-Fi, select Alert Options–>SMTP from the navigation bar at the top.
  3. Check for the following issues:
    • Is the Mail Server domain (or IP address) typed correctly? Has the actual domain or IP address of your mail server changed since you last put in these settings?
    • For the Room Alert 32S only: If your mail server uses TLS, is Use Secure Connection checked?
    • Is the Port number you see the one your mail server actually uses? (Note that 465 would indicate SSL and 587 would indicate TLS.)
    • Is the Return address typed correctly? Does that address exist on your mail server? (It can’t be a made-up address–it has to be real.)
    • Are the Email Recipients typed correctly? Has anyone’s email address changed since you last put in these settings?
    • Have you entered credentials under Authentication to log into the mail server? Is the Username and Password typed correctly?
Does your mail server disallow SMTP relaying?

If your recipient’s email address has a different domain than your mail server, that mail server must allow SMTP relaying in order for it to get through.

For example:

Mail Server: mail.example.com

Recipient: itmanager@yourorganization.com

In this case, the mail server is on example.com and the recipient is at yourorganization.com. The example.com mail server needs relaying enabled, or it won’t hand the email over to the yourorganization.com mail server.

Are your network settings on your Room Alert incorrect or outdated?

First, open the Network Settings page of your Room Alert Monitor:

  1. Open your Room Alert Monitor’s native web interface. This FAQ shows you how: How To Open Your Room Alert Monitor’s Built-in Web Interface.
  2. In the unit’s web interface:
    • In Ethernet-enabled models, select Settings–>Network from the navigation bar.
    • In the Room Alert 3 Wi-Fi, select Device Settings–>Network–>wlan0–>Interface–>Status.

Next, check if your Room Alert is configured with a static IP address:

Static IP settings in Ethernet-enabled Room Alert models.
Static IP settings in Room Alert 3 Wi-Fi. (Note that DHCP Client is Disabled.)

Then, proofread your static IP settings.

  1. Is each IP address typed correctly? Any transposed numbers?
  2. Is the Subnet Mask correct for the Room Alert’s IP? Was your network reconfigured recently? Did you move the Room Alert from one switch to another recently?
  3. Can devices in that subnet talk to your mail server?
  4. Is the Default Gateway correct for that subnet? Can your Room Alert’s IP address talk to that gateway? If not, your Room Alert can’t reach the Internet or other subnets on your network.
  5. Is the DNS Server correct for that subnet? Can your Room Alert’s IP talk to that DNS Server? If not, your Room Alert can’t resolve your mail server to an IP.
Is your firewall, antivirus program or proxy server blocking your Room Alert's connection to your mail server?

Does your firewall, antivirus program or proxy do any of the following to your Room Alert’s IP address?

  • block traffic from it to your mail server’s SMTP port?
  • prevent it from talking to the Internet? Is your mail server on the Internet, outside your local network?
  • prevent it from talking to your DNS server? Did you enter a domain for your mail server that your Room Alert is therefore unable to resolve?
Did the mail end up in your spam box or get filtered to another folder?

Have you checked your spam box for the email?

Do you have filters set that would move the email out of your in-box to some other mail folder?

Sending a test email while a trace is running on your Room Alert is helpful for troubleshooting. The trace contains information about whether and why the email succeeded or failed.

  1. Start the trace using Windows Command Prompt: How To Generate A Trace On A Room Alert Monitor
  2. Open your Room Alert’s Email Settings page.
    • Navigate to Settings–>SMTP (or Settings–>Email).
    • Room Alert 3 Wi-Fi only: Navigate to Alert Options–>SMTP.
  3. Select Send Test Email.
  4. Wait a minute to allow the trace to capture all the required information.
  5. Close Windows Command Prompt.
  6. Locate the trace in your C: drive.
  7. Send the trace file to Support@AVTECH.com.
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Room Alert Manager - Compatible Devices

The latest version of Room Alert Manager supports only the devices below.

It does not support the Room Alert 3 Wi-Fi or any legacy Room Alert or TemPageR models.

Current S modelsCurrent E models
Room Alert 32SRoom Alert 32E
Room Alert 12SRoom Alert 12E
Room Alert 4E
Room Alert 3E