Issue: Outgoing Forms Not Sending from Evo Console (SMTP Failure)

Overview

Users have reported issues where forms submitted from the Evo Console (e.g., visitor sign-ins, request forms, client intake, etc.) are not being sent to the configured email address. This is typically caused by issues with the SMTP settings, particularly credentials tied to an internal mailbox like [email protected].

Symptoms

• User submits a form via Evo Console but:

  • The recipient never receives the email

  • No errors are shown to the user, but backend logs show failed delivery

• Emails previously worked but stopped without clear change

• Attempts to resend do not succeed

• Reports usually come from receptionists using the system for front desk tasks

Possible Causes

1. Incorrect or expired SMTP credentials for the outgoing email

2. Password reset or account lockout that was not updated in Evo system

3. Two-factor authentication (2FA) now required on that email account

4. SMTP server restrictions (e.g., IP blocks, rate limits)

5. Email security filters or firewall blocking outgoing SMTP requests

Troubleshooting Steps

🧪 Step 1: Verify Email Access

• Confirm whether the outgoing email address still has:

  • A working password

  • Can log in to Outlook/webmail

• If no one knows the password, coordinate with IT to reset it

🧪 Step 2: Test SMTP Credentials

• Use a tool like SMTP Test or Outlook to confirm:

  • Hostname

  • Port

  • Username

  • Password

  • Encryption (SSL/TLS)

🧪 Step 3: Update SMTP Settings in Evo Console

• Once confirmed working:

  1. Go to Admin Panel > Email Settings > SMTP

  2. Update with new credentials

  3. Save and test with a dummy form

🧪 Step 4: Check Audit Logs

• Review Evo system logs for:

  • SMTP authentication failure

  • Email not sent or Email queued but not delivered

Resolution

✅ Update SMTP Credentials

• Reset or recover the password for the outgoing email address

• Reconfigure Evo SMTP settings with the working credentials

✅ Test Email Sending

• Use internal test forms to confirm successful delivery

✅ Secure the Mailbox

• Consider using an App Password (if using Microsoft 365 or Gmail with 2FA)

✅ Document Credential Ownership

• Ensure someone is assigned to manage this mailbox and stores credentials securely

Preventive Measures

• Designate an email owner responsible for the account used in Evo SMTP settings

• Set reminders to update Evo if the mailbox password changes

• Use a shared mailbox with limited access to reduce the risk of unexpected lockouts

• Enable notifications for failed email deliveries from Evo, if available