Troubleshooting Email Notifications

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Retrospect for Mac and Retrospect for Windows support the majority of email services. SMTP with no authentication or encryption requirements should work without issue. It communicates over port 25. For those that require authentication and/or encryption, Retrospect compatibility depends on the service. They vary in terms of their protocol implementation for TLS and SSL, so you will need to include a platform-specific port after the SMTP server name, separated by a colon: "smtp.example.com:port".

We have tested Retrospect on both platforms for the following services:

Service Retrospect 11/12/13/14/15 for Mac Retrospect 15 for Windows Retrospect 9/10/11/12 for Windows

Google Gmail

smtp.gmail.com:587

smtp.gmail.com:465 or smtp.gmail.com:587

smtp.gmail.com:465

Yahoo Mail

smtp.mail.yahoo.com:587

smtp.mail.yahoo.com:465 or smtp.mail.yahoo.com:587

smtp.mail.yahoo.com:465

AOL Mail

smtp.aol.com:587

smtp.aol.com:465 or smtp.aol.com:587

smtp.aol.com:465

Mail.com

smtp.mail.com:587

smtp.mail.com:465 or smtp.mail.com:587

smtp.mail.com:465

iCloud

smtp.mail.me.com:587 with app-specific password for your Apple ID

smtp.mail.me.com:587 with app-specific password for your Apple ID

Not supported

Zoho Mail

smtp.zoho.com:587

smtp.zoho.com:465 or smtp.zoho.com:587

smtp.zoho.com:465

Microsoft Outlook

smtp.live.com:587

smtp.live.com:587

Not supported

Please contact Support to troubleshoot if you are having difficult configuring your email provider.


SSL Support

New to Retrospect 10 for Windows and Retrospect 12 for Mac, there is a checkbox to enable SSL for an email account: "My outgoing server supports Secure Socket Layer (SSL)." For new and existing accounts, the checkbox is on by default. The majority of email services require SSL for communication, but if you encounter email issues, uncheck the box to switch to non-SSL SMTP communication.

Retrospect 12 for Mac

Kb email ssl checkbox mac

Retrospect 10 for Windows

Kb email ssl checkbox win


Port Configuration

Below are screenshots for both products to illustrate how to add the port:

Retrospect 11 for Mac

Email mac preferences

Retrospect 9 for Windows

Email win preferences


Security Settings

A number of major email services have started requiring additional authentication for third-party applications by default for authenticating with their service. These come in two forms:

  • Application-specific Passwords: These are passwords for a particular third-party application. Services require that you set up two-factor authentication (two-step verification) to allow application-specific passwords.

  • OAuth authentication: This process displays a webpage from the service for users to log in to, so that the underlying application never sees the username and password.

Like most third-party applications, Retrospect’s email authentication uses the standard IMAP protocol, secured with SSL encryption. For services that require this additional authentication process, you have two options:

  • Recommended: Enable two-factor authentication (two-step verification) and then set up an application-specific password for Retrospect. Google presents the password with spaces, but be sure not to include any spaces when typing it into Retrospect.

  • Log into your Google Account and adjust the Security Settings.

If you encounter the error "Insufficient permissions (-1017)" when testing email notifications, this authentication step is the issue. You’ll see that error if you have not adjusted the security on your Google Account or you have not used the application-specific password with two-factor authentication.

Note that for G Suite customers, you will need to ensure in "Security > Advanced security settings > Less secure apps", you have selected "Allow users to manage their access to less secure apps". This option allows application-specific passwords (Google FAQ), and the user’s option can remain disabled.


Troubleshooting

Retrospect’s error messages do not always contain enough detail to troubleshoot the failure reported when sending an email. To troubleshoot an email issue:

Step 1

  • Retrospect versions prior to 15: Use debug logging and change "Networking" from 3 to 7 in Secret Preferences:

  • Retrospect 15: Use debug logging and change "Foundation" from 3 to 6.

MacCommand-Option-Comma

Kb mac secret prefs

WindowsCTRL-ALT-P-P

Kb win secret prefs

Step 2 - Send a test email from Preferences. The resulting log entries should shed light on the issue. The log is available in the application at Reports > Operations Log on Windows and at View > Log on Mac. You can use a Google search or consult your mail server documentation for help troubleshooting the reported error. Contact our support team for more assistance.


Too Many Error Emails

It might seem like Retrospect sends too many error notifications for a single issue. Let’s say a backup fails in a ProactiveAI script. You will receive three emails:

  • "Notification - Retrospect" notifying you that the script failed with the error

  • "#{script_name} - Error Notification - Retrospect" notifying you that the script did not complete

  • "#{script_name} - #{error_count} errors, #{warning_count} warnings - Retrospect" with the script’s log attached

If you use a scheduled script instead, you will receive the same three emails, but the final one only comes at the end of the backup script’s execution.

If you would prefer to only receive a subset of these, please add a filter or rule to your email service to automatically archive or delete based on the subject.

Alternatively, you can disable "Send e-mail for failure and media requests" in "Email" preferences.


Last Update: May 15, 2018