Troubleshooting Notification Issues in Connect to AD

If notifications from Connect to AD are not being received, follow these troubleshooting steps:

Step 1: Check Notification Queue

1. Navigate to Notifications > Queue and check if there is a queue of notifications.
   • If Yes: Open a notification and check the timestamp on the lower left side of the screen to see when it was created and if/when it was sent.
   • If No: Proceed to Step 2.

Step 2: Check Logs for Notification Creation

1. Navigate to the logs and verify:
   • The send condition has been met (e.g., the event that was supposed to trigger the notification has happened in a way that matches the send condition).
   • There is a trace of the notification being created.
     • If the standard log does not give you enough information,momentarily switch to debug log to get additional details in future syncs until the issue is resolved.
2. Has the notification been sent?
   • If Yes: Proceed to Step 3.
   • If No: Continue troubleshooting SMTP settings in Step 4.

Step 3: Check SMTP Server & Delivery Issues

1. Verify that the SMTP server is not blocking the emails.
2. Check if the emails are in the spam folder or blocked due to sender reputation (especially for external providers like Office 365 or Gmail).
3. Review firewall or antivirus rules that may block outgoing SMTP traffic.
4. If using an external email provider, check if rate limits or authentication failures are causing the issue.

If everything looks fine but emails are still not arriving, proceed to Step 4.

Step 4: Verify SMTP Retry Attempts

1. Navigate to Options > SMTP and check the "retry attempts" setting.
2. Ensure it is set to at least 5 attempts to prevent premature failures.
3. Do you have it set to more than 1 retry attempt?
   • If Yes: Proceed to Step 5.
   • If No: Increase it to at least 5 attempts. Connect to AD will apply the new setting to all queued notifications, and they should start arriving shortly.

Step 5: Check Task Scheduler

1. Open Task Scheduler and navigate to Connect to AD.
2. Confirm that the "Connect to AD notifications service" task is running normally.
   • If Yes: Proceed to Step 6.
   • If No: Try running the service manually.
3. If the task is running, check:
   • It is scheduled under SYSTEM.
   • It is set to run regardless of whether a user is logged in.
4. If not configured correctly:
   • Open Connect to AD > Settings > SMTP > Disable notifications.
   • Save and exit Connect to AD.
   • Run Connect to AD as an admin, re-enable notifications, and save.
   • This should ensure the service runs under NT AUTHORITY/SYSTEM.

If the notification service is running but the issue persists, move to Step 6.

Step 6: Review Event Logs for Errors

1. Open the Event Viewer.
2. Look for any error messages related to Connect to AD that might explain why the notifications service failed.
3. If an issue is found, address it based on the error details (e.g., permissions issues, service crashes, etc.).

Final Step: Restart & Test

1. Restart the Connect to AD service and test notifications again.
2. Did this solve the issue?
   • Yes: Notifications should now work normally.
   • No: Proceed to Step 8.

Step 8: Escalate to Support

If the issue persists:

1. Gather the following information for support:
   • Logs from debug mode.
   • A screenshot of the send condition for the missing notification
   • SMTP settings
   • Task Scheduler and Event Viewer logs.
2. Contact technical support and provide these details to expedite troubleshooting.

Following these steps should resolve most notification issues in Connect to AD. If you need further assistance, contact support with the necessary logs and error details.

Related to

• notification