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Email Problems

When setting up your email settings in your Made to Measure software, you may encounter a few problems. Below i will explain a few of the problems with possible solutions that have helped in our experience. This is a difficult area to support as there are so many variables such as different operating systems, different antivirus solutions, internet service providers etc. We will do our best to help but please be aware that you might need better qualified help from a computer technician.

First thing to check when email problems are experienced:

  1. do you have the lastest version of the program?

    • If no ensure you apply the latest update from our website.

    • If yes proceed to step 2.

  2. In your tools>system variables> email tab - check the settings & click on the Test SMTP server button

    • If the tests fails write down the error code/ message & see the section below for advice.

    • If the test is successful & you received the test email in your email inbox proceed to step 3.

  3. Send a patient's statement to your own email address

    • If you receive it your email settings are correct & working.

    • If not please refer to possible errors i have listed below

Errors

  • If your error message has got a number 10000 < this indicates a connection error.

    • The connection can be between you & the internet, MTM software & the internet & even the email address & the internet

    • eg. Error 10014 = Bad email address (it cant send the email because it cant make a connection with the email address recipient because the email address is bad.)

    • eg 10050 = Network is down (cant connect to the internet beacause maybe your service provider is doing maintenance to the line)

  • If your error message has a number between 100 - 600 this indicates an smtp status/error code

    • This error code occurs after the connection is successful & it is trying to send the email. The code can either indicate an error or it can just indicate the status which is not a problem.

    • eg. smtp status code 554 -There was a permanent error trying to complete the mail transaction (It tried to send your email message but after persistant trying it stopped becuase it couldnt get it sent)

    • eg. smtp status code 250 - The mail server has successfully delivered the message! (this code is merely letting you know it was sent successful)

Solutions

  • If you receive a connection error the best thing to do is to check whether:

    • You are connected to the internet

    • You can connect to a local hosted website (ABSA bank) & a global hosted website (facebook.com)

    • Check whether your MTM software is listed as an exception in your antivirus firewall so that it will not be blocked from accessing the internet .

    • Try guess the speed of your internet connection - is it slower than normal

    • Check wether your emails are being received and sent into your personal email account

    • Try sending the email at a later stage again (we have sometimes found that the network can be busy during certain times of the day which causes errors)

  • If you receive a smtp error code check whether:

    • The email address is correct (check for spaces & "." are correct, as well as spelling)

    • Check your username & password if your settings weren't correct

    • Disable your antivirus software & try with it being off (Please see our userforum for advice on antivirus software)

    • The SMTP server you are using is correct

Final Solution

If you are still having problems with your email settings & statements please send us an email with the following information:

  • What is your file date in the MTM program

  • Who do you pay for internet (telkom, mweb, vodacom)

  • What type of internet connection do you have (3g, adsl, dial ip, wireless)

  • What antivirus software do you use?

  • Have these settings worked in the past?

  • Have you changed anything on your pc? (new antivirus, new pc, new provider,)

  • Do you receive the test email message when you run the test smtp?

  • Is the test result successful?

  • Do you receive a statement if you send it to yourself?

  • Please attach the MTMEmail.ini & MTMLogFile.log from the c:\mtm2\(rhino/kudu/oribi/loerie) folder to your email to us.

  • Please explain the problem you have & at what point you noticed the error

Once we have received your email with the above files & information we will attempt to problem solve with you or refer you to a technician.