Summary
Sending Email in Cloud 9 uses SMTP settings. These can be found and edited by going to Edit > Practice Information > Email Server tab if your practice uses Practice Level Email Settings. If that information is blank, you will need to go to Edit > Setup > Location > Select Location > Email Server Tab. Rarely, some offices use both, so it might be best to check both locations.
If you do not have the correct permissions to access these locations, the permission must be applied by the practice or the action completed by a user who has the correct permissions.
Once you know where your email settings are located, this can help you troubleshoot any errors you may receive trying to send mail in Cloud 9.
Troubleshooting Email Errors
Sometimes when you attempt to send an email in Cloud 9, (an image or letter), you will get an error that says, "There was a problem sending your email with your current settings." Here are the steps you can use to test to see the specific details of the error message.
Step 1: Open a test patient and make sure your email address is saved for testing.
Step 2: Click the patient menu, then click, "Send Message." If you have Cloud 9 Connect, instead click "Send Email."
For non Cloud 9 Connect Clients click here:
For Cloud 9 Connect Clients click here:
Step 3: Send a Test email with Test for subject line and body to your email address."
Step 4: Check the error. If the error is an authentication error, this means it needs a new app password or password, (depends on if Multi Factor Authentication is required), entered into the SMTP Email Settings. A sample screenshot of the authentication error is shown below.
If you follow these steps and see the above error, you may need to update the SMTP settings in Cloud 9.
Gmail and Microsoft accounts all require multi-factor authentication to be used for sending emails in third party apps. There is an article here on how to set an app password for Gmail and Microsoft:
Generating an app password for Gmail and Microsoft 365 accounts.
For clients who have a GoDaddy Domain, and use Microsoft 365 for email SMTP settings, there is an additional step that needs to be followed. Please reference the below steps from GoDaddy on how to fix this error in the link below.
Set Up Microsoft 365 email with SMTP on a Multi-Function Device or To Send Mail in a Third Party App.
This should correct the issue. Once you have followed the above steps, make sure to enter the app password into your SMTP Email Settings, located in either Edit > Practice Information > Email Server tab and/or Edit > Setup > Location > Select Location > Email Server Tab. Make sure to save your changes, then refresh Cloud 9 and login again and attempt to send an Email in Cloud 9.
If this has not resolved your issue, or you need any further assistance, please Contact Support, we are happy to help!
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.