Date not being set to NULL

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Status: Published
Version: 1.0
Authors: HTL QA
Applies to: All Supportworks ESP versions

Unable to send emails due to BarelineFeeds message

This FAQ is to be used in connection with the FAQ on how Emails work in Supportworks https://wiki.support-works.com/index.php/Email_and_Supportworks

If using Office 365 and you get an error message saying:

Office 365 received the message that you specified but couldn't deliver it to the recipient [email protected] due to the following error:

Error: 550 5.6.11 SMTPSEND.BarelineFeedsAreIllegal; message contains bareline feeds which cannot be sent via DATA and receiving system does not support BDAT.

It means that emails contain bare line feeds, and that because of that, it is not possible to send emails out.

One of the first things to do is enable diagnostics by switching on message tracking using the following guide https://wiki.support-works.com/index.php/Enabling_E-mail_Message_Tracking

Thereafter, if the generated track files contain text such as

<META name=3D"Generator" content=3D"Microsoft Word 15 (filtered)">

The Outbound Mail message contains LF characters at the end of each line in the HTML Style sheet content that has originated from a Word 15 format document (Office 365). Therefore these characters will need to be removed before the emails can be successfully sent out of Supportworks. In order to rectify this issue, follow the next steps:

1. arrange for some downtime and stop the services on the supportworks server configuration and the swsql server and swhttpserver service on the windows services panel

2. go to ..\Hornbill\Core Services\Swsql server\data\sw_messagestore\ and take backups of

shared__pservices_templates.frm, shared__pservices_templates.MYI, shared__pservices_templates.MYD

3. Thereafter restart only the Swsql server service on the windows services panel

4. Run this command using Interactive SQL:

UPDATE shared__pservices_templates SET htmlmessage = REPLACE(REPLACE(htmlmessage, '\r\n', ),'\n',);

The above query should remove all the CR / LF characters from the html text.

5. restart the swhttp server service on windows services panel and all the Supportworks services on the Supportworks server configuration

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