Summary
Sometimes when you attempt to email from within Cloud 9 you will receive an error. This error can be caused by a number of different things. In this article we will dig into the email setup for Basic Authentication, how to test your system, different errors that can be generated, and how to to gather information that will be necessary for Cloud 9 Support to correct your issue.
Setup Locations
You will want to locate your email information within Cloud 9. There are three places this can be found - within Edit > Practice Information > Email Server Tab, or Edit > Setup > Locations > Email Server Tab, or in Edit > Setup > Employees > Email Server Tab.
In Practice Information, that will be shown on the right hand side of the page, under the tab Email Server, as shown in the screenshot below.
In Edit > Setup > Locations, select the location whose email is causing the error and hit the Edit button, then choose the Email Server tab - this should be the same location you are currently logged into, displayed in the upper right of the screen.
If you have a personal email set up for a specific employee, that email setup will be located in Edit > Setup > Employees. Select the employee whose email is not working, and Edit them - then choose the Email Server tab again.
Troubleshooting Steps
First, locate where the email giving you the error is set up. Test the email - by logging into the user, or the location, that is having trouble, and attempt to send an email to a test patient. In this example there is no user-specific email, so we will start by troubleshooting the location email.
Pull up your test patient, and go to Send Email.
This will pop up the normal email window - you can just put 'test' in both text fields and hit Send.
This should send the email, or generate the error message.
Error Messages
There are a few error messages you may get. The most common one is a 5.7.0 Authentication Required error. This indicates that the email is not authenticating with the email server host (Gmail, Microsoft Office 265, Sesame, etc.). In other words, there is a problem with the app password or security settings on the email. To correct an app password, visit Generating an app password for Gmail and Microsoft 365 accounts.
Sometimes the issue may not be the app password specifically. For Gmail users, if the Two Factor Authentication is turned off, emails will no longer authenticate through Cloud 9. The server host may be typed incorrectly, or the server port may be wrong. Make sure that the SMTP server host is accurate (you can check this with your email provider), the server port is set to 587, and the SMTP Server Requires SSL is checked for those emails that need it.
What does Support need to troubleshoot?
If you run across an email error and cannot resolve it yourself, there are a few items Cloud 9 Support will find extremely useful in order to help resolve your email issue.
1. A screenshot of any errors that come up, as well as a time stamp for when the error was generated.
2. The location of where you were sending the email from (a patient's images, letter queue, etc.) in Cloud 9.
3. Which email address is getting the error, and where in the setup is this email located within Cloud 9?
4. Have you tried resetting the app password or confirmed the SMTP Server host and port yet?
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.