Difference between revisions of "Unable to send emails due to BarelineFeed message"

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It means that emails contain bare line feeds, and that because of that, it is not possible to send emails out.
 
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
  
 +
<pre>
 +
<META name=3D"Generator" content=3D"Microsoft Word 15 (filtered)">
 +
</pre>
 +
 +
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
  
In order to rectify this, you will need two things:
+
2. go to ..\Hornbill\Core Services\Swsql server\data\sw_messagestore\ and take backups of
  
1. A post Import script that says:
+
shared__pservices_templates.frm,
 +
shared__pservices_templates.MYI,
 +
shared__pservices_templates.MYD
  
<pre>
+
3. Thereafter restart only the Swsql server service on the windows services panel
UPDATE config_itemi SET expiry_date = NULL WHERE expiry_date = 0;
 
</pre>
 
  
2. A Value Added Transformation value to process the expiry date. If, for example, the source of the data being imported is an excel sheet in the Import script, locate the Value added transformation on the expiry_date field and add the follwoing javascript to it:
+
4. Run this command using Interactive SQL:
  
<pre>
+
UPDATE shared__pservices_templates SET htmlmessage = REPLACE(REPLACE(htmlmessage, '\r\n', ),'\n',);
  
if (typeOf xls.expiry_date == undefined || xls.expiry_date = '' || xls.expiry_date = 0){
+
The above query should remove all the CR / LF characters from the html text.
0;
 
} else xls.expiry_date;
 
  
</pre>
+
5. restart the swhttp server service on windows services panel and all the Supportworks services on the Supportworks server configuration

Revision as of 15:41, 7 September 2018



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