Unable to Send Emails in Cloud 9 with Sesame Email as Email Provider

Summary
If your practice utilizes Sesame Email as an Email Client, and you are unable to send mail, it may just need the Host updated. This article reviews how to test for this and how to update it. This is only applicable to clients who are using Sesame Email to send mail in Cloud 9, with settings set either in Edit > Practice Information > Email Server Tab or Edit > Location > Pick Location Name > Email Server Tab.

Troubleshooting Sesame Unable To Send Email
Normally, a generic error appears when sending an image or letter. In order to see the specific error, you will want to follow the below testing steps.

1. Go into a Test Patient. (Make sure your own email is the contact Information.)
In the Patient Menu, (click on patient's name in blue on top left of patient chart), click Send Message.

2. In Send Message put Test for subject and Test for body, and then choose your email address and hit send.
3. It will pop up and show you what the error is. When the hostname is wrong this error comes up. 



The Solution
To fix this, you want to check what the host name is for Sesame. You would go to where your email settings are set up, either Edit > Practice Information > Email Server Tab or Edit > Location > Pick Location Name > Email Server Tab. Next look at what the hostname says here:


If it says Sesameemail.com, this is the old, outdated one. It would need to be updated to mail.officite.com. Sesame support states they do not support SSL Encryption for SMTP outgoing, but in our testing we found that having the settings set up like this should allow for emails to send currently. If you implement this solution and still get an error for SSL Encryption for SMTP outgoing, you may need to contact Sesame Email Support and have them walk you through how to get your email client to send with port 587 and SSL Encryption turned on, which Cloud 9 requires.


As always, if you have any further questions please do not hesitate to reach out to Cloud 9 Support by emailing us at cloud9support@planetdds.com, or chatting us online using the chat bubble on the lower right at https://cloud9support.planetdds.com/hc/en-us, or giving us a call during our business hours of 8:00 AM EST to 8:00 PM EST at the 1.800.394.6050 option 2.