Problem
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If you receive the Messages Not Sent notification when you log in to Crows Nest, here are some steps to take to fix this. |
Solution
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Check for Notifications with Logged Errors. From the Crows Nest menubar, navigate to Settings > Options > Notifications, and click View Notification Queue. Look for the Error check box and ErrorMessage columns. If there are error messages, click the “Clear Notification Errors” button to clear the errors and have Crows Nest reprocess them. If you would prefer to completely remove the Notifications from the queue, you can click the “Clear Notification Queue” button to delete all Notifications with errors.
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Check Crows Nest Email Service. If there are notifications without error messages, then make sure the Crows Nest Email Service is running. On your server, open the Crows Nest Email Service to see the configuration and stop/start the service. To learn more, see Configuring Crows Nest Email Service.
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Users are receiving a popup message that states “There are messages in the message queue that have not been sent.”
There are 2 reasons why a message may be stuck in the queue
The Email Service that send these messages may have stopped
An Error may have occurred when sending an email
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If the Email Service has Stopped, event Notifications will stay in the queue until the Service is started. At that point the service will attempt to send any notifications in the queue. |
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If the Email Service has Stopped, Alerts that are generated by a timer on the service will not occur and will not be sent. This can be a critical situation which is why this popup is sent to all users so that it can be remedied as soon as possible. |
Solution
Open the message queue to identify which of the scenarios listed above is causing the error.
Open the Message Queue
Log into Crows Nest with a user who has permission to view Options
Open Settings-->Options
Select the Notifications tab
Click the button ‘View Notification Queue’ to open a window showing the messages currently in the queue
In the Notification Queue window, there are columns titled Error and Error Message. If none of the messages in the queue have a check in the Error column than it’s likely the Email Service has stopped. If there are errors indicated, see the Error Message column for more information.
Starting the Email Service
If the Email Service has stopped, log into the PC/Server where the Crows Nest Email Service has been installed, open the Crows Nest Email Service application and click Start Service. Alternatively, you can also manage this service in Windows Services.
Troubleshooting Message Errors
The Error Message column in the message queue should indicate what type of error occurred when the Email Service attempted to send the message to an SMTP server.
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Errors that occur are also logged in the Event Viewer on the PC/Server where the Email Service is installed under the Application log named Crows Nest |
If the errors indicate an authentication issue with the server, update/verify the settings in the Crows Nest Email Service application then Stop and Start the service.
If the errors indicate an invalid email address, check the Recipients column in the message queue for invalid email addresses. The recipients may be a reference to an Employee, if that is the case check their email address in their Employee record.
After Troubleshooting Errors
Next to the ‘View Notification Queue’ button where you opened the queue are buttons to ‘Clear Notification Queue’ and ‘Clear Notification Errors’.
Clear Notification Queue - This will delete all messages in the queue and they will not be sent
Clear Notification Errors - This will clear the Error and Error Message columns on the messages so that the Email Service will attempt to send them again.
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The Email Service runs on a 60 second timer, so it after clearing message errors it may take up to a minute before the service attempts to resend the messages |