Not receiving e-mails when using Talk2M Relay

E-mails (alarms or otherwise triggered) using Talk2m Relay are not received by the destination inbox.

APPLICABLE PRODUCTS 

Flexy

Cosy+ 

Cosy 131

Things to check:

• Check setup steps here:
  Email & Text Messages (SMS) through the Talk2m SMTP Relay – HMS Support Portal
• Did you enter the correct address and port?
• If using an e-mail attachment, it maybe too large. Try sending without the attachment to see if the message goes through.
• Is the Ewon Online in Ecatcher? Can you open a connection to it from Ecatcher?

• Check under Diagnostic > Logs > Scheduled Actions

  You will see an instance of an email event if one was triggered. If it is indicating failure, it could be an issue with the Ewon setup or local network. If there is success, then the Ewon setup is okay and you have to investigate more on the receiving end.
  Example: Ewon GUI Helper. Is it showing SUCCESS or is there an error?

  • If there is an error, check the above points again and the internet connection/firewall settings. Check the logs for any issues like DNS failure (fix the DNS servers) or NTP sync issues (change the NTP server to get the proper time).
  • If Success, continue with the points below.
     

• The e-mail that you receive should look like this:

  Name_of_Ewon<relay+SERI-ALNU-MB@relay.talk2m.com>

   

• Check your Spam Filter. If applicable, add @relay.talk2m.com to the Whitelist to be never be flagged spam.
• Add the sender email as a Contact with the format shown above.
• Check the Name of the Ewon in the local config (displayed at the bottom next to the serial number). Does it contain any nonstandard characters like äöü? If so, change the name of your Ewon to not contain these characters. Some providers may reject such e-mails.

• Try sending the e-mails to a different e-mail address (for example if you have a personal Gmail address, send it there for testing)

  If it arrives at a different e-mail but not at the one it should, it is likely an issue of the provider not allowing something and blocking certain characters, attachments, or other things.

  Warning: some e-mail providers are not compatible (for example Yahoo).

  Contact your IT/ e-mail provider with the exact e-mail that should arrive:

  Name_of_Ewon<relay+SERI-ALNU-MB@relay.talk2m.com (Edit to include your Ewon's unique information or simply allow the entire domain, relay.talk2m.com)

   

• Contact HMS Support with a Backup of your device including support Files, to which e-mail addresses you are trying to send the e-mail, the times it has been sent, and what you have checked in the above guide already. Please include a Screenshot of the Scheduled Actions.