---
title: "Troubleshooting Email Alerts"
canonical: "https://servicedesk.maxgeo.com/space/LC/1263861854/Troubleshooting%20Email%20Alerts"
format: markdown
---
<u>**Objective:**</u>

1. Determine why email alerts are not being received.
2. Determine why email alerts are going to the wrong person.  Start at **Troubleshooting Step 3**.
3. Determine why duplicate email alerts are being received.  Start at **Troubleshooting Step 3**.

<u>**Helpful tips before you start:**</u>

Where this requires accessing the SQL database, this should only be dome by appropriately trained and qualified persons.  If you do not have such a person on hand, please contact servicedesk.maxgeo.com for assistance.

You will need to know if the Alerts is in relation to an Agreement Action or a Lease Action.

<u>**Troubleshooting:**</u>

Please follow each steps below in order provided.

1. Confirm that you the SQL Server hosting the LeaseControl database is a full edition, rather than the free version.
  - If it is the free version, refer **Cause 11**.
2. Confirm that you have following all steps in thre "LeaseControl Alerts Setup Guide".
  - If not, refer **Cause 12**.
  - If you are not sure, from the SQL Server go to "SQL Server Agent", then "Jobs" and you should have a LeaseControl Alerts job.  If not, refer **Cause 12**.
3. Within the software, access "Email Alerts" from the "Settings" menu and check the details.
  - Check in the software if Email Alerts is 'ON'.
    - If not, refer **Cause 7**.
  - (If you are running SQL Server 2010) Check the correct email SMTP Server address is provided.
    - If  the "SMTP Server" is incorrect or not proviced, refer **Cause 7.**
4. Access the view "dbo.LMS_AlertTenementDetails_VW" (*for a Lease Action*) or "dbo.LMS_AlertAgreementDetails_VW" (*for an Agreement Action*).  For Agreement Actions, please substitute reference "<u>Tenement</u>" for "<u>Agreement</u>" in the below.
  - If you don't have these views, please refer **Cause 6**.
5. Filter for the date the Email Alert was generated in the "AlertDate" column.  If there is no Email Alert listed for the date in question:
  - Refer **Troubleshooting Step 1 and 2 **before continuing.
  - Filter for the "Alert Tenement" and "AlertActionDescription" that they should have recieved.
    - If the "AlertDate" is early than the date the recipient received the Email Alerts, please refer **Cause 5** (after confirming the issue in a difference in timezone between where the LeaseControl database is hosted, and the where the recipient received the email).
6. Locate one of the Actions (for which you should have received emails) in the LeaseControl software and right-click to open up the Email Alerts screen (make sure you are opening the Action against the Lease/Agreement for which email alerts should have been received).  Check if Alerts have been correctly configured for this Action.
  - If they are not configured correctly, refer **Cause 8**.
  - If they are configured correctly, refer **Cause 3.**
7. Each combination of "AlertID", "AlertTenement", "AlertContactID" and "AlertDays" should be unique.
  - If this combination is not unique, refer** Cause 3**.
8. Filter for the "AlertDate", "AlertTenement" and "AlertActionDescription" for which Email Alerts are incorrect.
  - If there are multiple "AlertActionCongiruationID"s for a single "AlertActionDescription", refer **Cause 10**
  - If there are different "AlertDays", refer **Cause 9**.
  - If you have duplicate "AlertContact"s for a single "AlertID" check if the "AlertContactID" is unique for each of these duplicate "AlertContactName"s.
    - If it is unique, however this person shouldn't be receiving it more than one, refer **Cause 2.**
    - If it is not unique, refer **Cause 3**.
  - If the "AlertContactName"s do not match the list of recipients of the email alert open the LeaseControl software and check the email address of each of these "AlertContactName"s (each will be a "Display Name" for a Contact).
    - If there are more recipients than those email addresses in LeaseControl refer **Cause 1**.
    - If there are less recipients than those email addresses in LeaseControl check the validity of the email addresses recorded in LeaseControl and that the email server (specifically, the one that LeaseControl is connected to) can send the email to the address(es) in question.
      - If they are invalid refer **Cause 4.**
      - If they are valid but the User isn't received them refer **Cause 5.**

<u>**Cause:**</u>

1. You are looking at the wrong LeaseControl database - this one did not send the emails in question.  Refer **Solution 1**.
2. The Email Alert was configured to be sent to this recipient more than once.  Refer **Solution 2**.
3. Hmmmm... we haven't seen this before.  It is a bug.  Refer **Solution 3**.
4. The email address contains an error and therefore some people are not receiving Email Alerts.  Refer **Solution 4**.
5. The issue isn't LeaseControl - LeaseControl has instructed the email be sent, but the email server either hasn't sent it, or the intended recipient simply didn't receive it.  Refer **Solution 5**.
6. You are not viewing a LeaseControl database.  Refer **Solution 1**.
7. Email Alerts has not been setup correctly.  Refer **Solution 6**.
8. The Email Alert has not been configured correctly.  Refer **Solution 7**.
9. The due date of the Action had been changed in LeaseControl, which triggered all prior Email Alerts to be recreated (this is the intention of LeaseControl, to ensure that no Email Alert had been overlooked in the interim).  Refer **Solution 8**.
10. More than 1 Action has been configured for the Lease/Agreement with the same Action Description, making it look as though multiple emails have been recieved.  Refer **Solution 9**.
11. The SQL Server hosting your LeaseControl database does not have this functionality.  Refer **Solution 10**.
12. The setup process was not completed.  Refer **Solution 11**.

<u>**Solution:**</u>

1. Switch to the correct LeasesControl database and start Troubleshooting from the top.
2. The Email Alert configuration should be edited such that the each recipient recieves them once only.
3. Contact us at [servicedesk.maxgeo.com](http://servicedesk.maxgeo.com) so we can investigate further.  We're likely to need a backup of your database.
4. Edit the details of the Contact within LeaseControl to ensure it has a valid email address.
5. You require IT support.  This falls outside LeaseControl tech support.  If your own IT are unable to assist, please contact our IT team on [sales@maxgeo.com](mailto:sales@maxgeo.com), noting that fees will be incurred.
6. Setup Email Alerts correctly as per the related article "[How do I turn Email Alerts on/off?](https://maxgeo.atlassian.net/wiki/spaces/LC/pages/1263796299)"
7. Correctly configure the Email Alert (refer to the HelpManual, or request training/mentoring at [sales@maxgeo.com](mailto:sales@maxgeo.com))
8. Explain to the recipients this is not an error, however it shouldn't recur in the future if the Action due date is not edited again.
9. Update the Actions for that Lease/Agreement.
10. Purchase and install the full version of SQL Server (of the same or later edition as the SQL Server currently hosting the LeaseControl database) and migrate the LeaseControl database to this new SQL Server.
11. Follow the instructions contained in the "LeaseControl Alerts Setup Guide", which is located in your installation file (ask your IT where this is) under "extras" then "LeaseControl Alerts".  This folder also contains the SQL scripts you will need.  The document you are looking for is a .pdf.