Cannot send SMTP email messages from xMatters

This article discusses troubleshooting issues when sending SMTP email messages from xMatters.

Issue Details

Due to configuration errors, xMatters is sometimes unable to send SMTP email messages to Email Devices. When this occurs, the logs and the Exhaustive Report will show the errors and retries.

NOTE: For more detail about the settings discussed in this article, refer to the xMatters installation and administration guide.


The most common cause of this problem is forgetting to change the out-of-box settings for MY_SMTP_PROVIDER in the Protocol Providers list. To troubleshoot this:

  • In the xMatters web user interface, click the Admin tab, select Protocol Providers, and selectMY_SMTP_PROVIDER. Ensure that the Server address is set to your email server ( is the default), and change the settings on this page as necessary to reflect your company’s email settings.

Another common cause of this issue is that there are no SMTP Device Engines installed. To troubleshoot this:

  • From the Admin tab, select Nodes and Device Engines, and then click the Device Engines link. If there is no SMTP Device Engine, click the Add New link at the top of the table. If this is two-way, select the incoming protocol POP or IMAP, and then click Save.

To test your new SMTP settings:

  • Navigate to My Devices and validate your Email Device. If you are logged in as the Super Administrator (root) on a merged account, click the Reports tab, and then select Event Activity from the column on the right. A table of events should be displayed; locate the event that has a Domain of “devicevalidation”, and click Link in the “exhaustive” column. The event should end with "Notification Delivered". If you see a retry, reconfirm your SMTP settings on the Protocol Providers page.

Further Information

Out-of-the-box SMTP Protocol Providers have a user and password of "alarmpoint". If you require authentication to send email, replace the default settings with an actual user and password; if no authentication is required, clear these two fields.

xMatters Reference

JDN-1219 Originally created by Don Clark

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