Troubleshooting Issues with Emailing from Chintaro Cloud

This solution is designed to take you through the basic troubleshooting steps if having issues emailing things from Chintaro for customers on the Cloud.  If you need help configuring email for new implementations contact support@chintaro.com.au to discuss your email preferences and needs.

TABLE OF CONTENTS

• Email Issues Using Outlook
• Email Issues Using SMTP (Non-Outlook)

Email Issues Using Outlook

Most organisations are using Microsoft Outlook to email from Chintaro.  The most obvious way of knowing this is if you have an Outlook icon displayed in Parallels Client. If you have an Outlook icon and are having issues with a user receiving emails, check the following:

1. Open Outlook from within Parallels.  This needs to be open for emails to be sent.  This is separate to the Outlook that may be open on an individual computer.
2. Does Outlook open successfully to the email screen?  If there is an error message or issue, email support@chintaro.com.au with a copy of the error message or issue so that they can reset the Outlook profile.  Ensure to include your Parallels Username ( What is my Parallels Username? )
3. If Outlook opens to the Microsoft Setup Wizard, setup your account according to the instructions in this solution: Configuring Outlook for Chintaro Cloud
4. If Outlook opens successfully, check to see if the email is in the Sent folder.  If it is, get the recipient to check their SPAM and JUNK folders 
5. Try logging out of Chintaro, then log out of Parallels ( Logging off Chintaro from Parallels Client on your PC), then restart your computer.
6. If you are still having issues emailing from Chintaro, send an email to support@chintaro.com.au with details of which screen in Chintaro you are trying to email from, as well as your Parallels username  ( What is my Parallels Username? )

Email Issues Using SMTP (Non-Outlook)

If your organisation isn't using Outlook to send emails, you may need to contact your local IT support, or the person who configured the email settings for Chintaro.  To start with, the following should be double-checked by a system administrator: How to set up and run SMTP email with Chintaro, which includes setting up email addresses for each Chintaro user in System Maintenance > Security.  If a local administrator is unable to help, send an email to support@chintaro.com.au containing information including but not limited to the following:

• Has email ever worked successfully?
• Are you the only one having issues, or are others as well?
• Which screen are you trying to send an email from?
• If there are any error messages, include an image of them.