Keywords: email error, basic authentication, SMTP, app password, 5.7.0 error, email settings, Gmail, Microsoft 365, email troubleshooting, Cloud 9 email
Summary
If you are receiving an error when trying to send emails from Cloud 9, this article helps you resolve it. It walks through locating your email settings, confirming your authentication type, testing your email, and identifying common errors.
Finding Your Email Settings
Email settings in Cloud 9 can exist in more than one place. Start by identifying where the email giving you the error is configured. Check all of the following locations:
- Practice Level: Edit > Practice Information > Email Server tab
- Location Level: Edit > Setup > Locations > Select Location > Edit > Email Server tab
-
Employee Level: Edit > Setup > Employees > Select Employee > Edit > Email Server tab
In Practice Information, the Email Server tab is found on the right-hand side of the page. At the Location level, make sure you are selecting the location you are currently logged into, which is displayed in the upper right of the screen. If a specific employee has a personal email configured, that will be found at the Employee level.
Confirm Your Authentication Type
Once you have located your email settings, confirm that the SMTP Auth Type is set to Basic Authentication. This article covers troubleshooting for Basic Authentication only.
If your SMTP Auth Type is set to Microsoft OAuth2 or you need to switch to OAuth2, see the Cloud 9: Configuring Microsoft 365 OAuth2 article.
Testing Your Email
Once you have located where the email is configured, the next step is to run a test to confirm the error and identify what is causing it. Follow the steps below:
- Log in to the location that is experiencing the issue.
- Pull up a test patient at the affected location (or at any location if email settings are only in Practice Information) and go to Send Email.
- In the email window that appears, type "test" in both text fields and click Send.
- The email will either send successfully or generate an error message.
- Note the exact error message that appears as this will help narrow down the cause.
Common Error Messages
5.7.0 Authentication Required
This is the most common error. It means Cloud 9 is unable to authenticate with your email server host such as Gmail or Microsoft 365. This is usually caused by a missing, incorrect, or expired app password. To correct this, see this article: Setting up an App Password for Email in Cloud 9.
Another likely culprit could be that Two-Factor Authentication is Turned Off (Gmail.)
If Two-Factor Authentication has been turned off on a Gmail account, emails will no longer authenticate through Cloud 9. Two-Factor Authentication must be enabled for app passwords to work. See the app password article linked above for instructions on enabling it.
Lastly, the error could come from an Incorrect SMTP Server Host or Port
If the server host is typed incorrectly or the port is wrong, emails will fail to send. Confirm the following with your email provider:
- SMTP Server Host is correct for your email provider (e.g., smtp.gmail.com for Gmail, smtp.office365.com for Microsoft 365.)
- SMTP Server Port is set to 587.
- SMTP Server Requires SSL is checked.
If You Still Need Help
If you have worked through the steps above and are still unable to send emails, Cloud 9 Support is here to help. To resolve your issue as quickly as possible, please have the following ready when you reach out:
- A screenshot of any error messages that appeared, along with the time the error occurred.
- The location in Cloud 9 where you were sending the email from, such as a patient's images, the letter queue, etc.
- The email address that is getting the error and where it is configured in Cloud 9 (Practice, Location, or Employee level).
- Whether you have already tried resetting the app password or confirmed the SMTP server host and port.
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.