Troubleshoot regibill regipay regimail Desktop

e-mail sending

Can not send SMTP mails (no connection)

Please check in this order:

• Are you able to access internet using a webbrowser -> if not, check computers connectivity
• Can you use telnet to access the smtp server (telnet smtp.myserver.net 25)? -> If not, smtp may be blocked by a virusscanner or firewall.
• There also may be a Desktop Firewall or security suite blocking the access.
  
  • We know about McAfee blocking Port 25 by default.
    
  • Also, Symantec Endpoint Protection is known to affect email sending.

Can not send SMTP mails (time out reached)

Currently, sending of a single e-mail by using SMTP with TLS is not allowed to need more than 5 seconds. If you like to verify this, activate logging and compare the entry times from the beginning of the sending part until the timeout message. Possible solutions to this issue:

• Send smaller PDF files. As a reference, an invoice of 2 pages really should not exceed the size of 100KB.
• Deactivate sending SMTP using TLS (if your mailserver accepts this).
• Use an internet connection with faster upload.

I get errors regarding the certificate of the mailserver

You may encounter error messages like these:

• Peer Certificate can not be authenticated with given CA
• Certificate verify failed
• etc

In most cases, the wrong smtp server was chosen (or the wrong port). Try to find out if the mailserver certificates are correctly installed and you are really using the correct mailserver. Many mailservers are also having alias domains which are not having a matching certificate.

If you are not able to eliminate the problem, please enter all data like it should work and save the settings. Now, please close the program and open up its configuration file (locate it in %APPDATA%\regify). There you need to locate a setting named MailIgnoreSSLError. Please set this value to 1 to let the program ignore all SSL related errors. Please remark that this setting is reset to 0 if you change the smtp server settings in the configuration dialogs.

You also can try to turn off TLS usage by removing the TLS checkbox (V1.6.2 and newer only).

Processing files

While processing PDF files, the application stops with error 99

There are various reasons known for this error. Please follow these steps to solve the problem:

1. Please ensure that you are using regibill desktop or regipay desktop in version 1.6 or newer. If not, please download the most recent version at the regify homepage.
2. Please ensure that the PDF file's you are using are compliant to the standards. You can validate PDF files online at pdf-tools] (check Analyze Only option). Only valid PDF files can get converted to regibills or regipays.
3. Try to turn off any "optimization" options like "Enable Fast Web View", "Optimize for web", "Web Optimized", "Optimized Output", "Linearized" or similar.
4. Try to turn off compression options (if available).
5. If the problem still exists, please send some detailed error description and such a PDF document to support@regify.com.

While processing PDF files, the application stops with error 60

There are multiple possible solutions for this problem:

1. Check, if you have all needed permissions on the folders you are using.
2. Please do not use a regify account with obligatory attachments together with regibill or regipay.

For further information, please activate logging and send the logfile together with a detailed error description to regify support.

Other problems

Proxy issues

The regify Desktop software supports proxy servers for connections. The proxy settings have to be entered manually.

For authentication, the regify Desktop software supports the following authentication schemes: AUTH_BASIC, AUTH_DIGEST and AUTH_NTLM.

Please always test with the most recent regify Desktop software version!

What ports is regify Desktop using?

In order to allow regify Desktop to work, you need to allow accessing the Internet on TCP/IP ports 443 (https) and 80 (http).

What domains do I need to white-list for regify Desktop usage?

• In general, regify Desktop needs access to all *.regify.com domains. This is for using the PLS (Provider Lookup Service) and for automatic updates etc.
  
• In addition, you need to white-list the domains of your regify provider. These domains depend on the regify provider your regify account is registered at.

How to activate debug logging

Try to activate the debug log by starting with commandline parameter (example call):

regibill_desktop.exe -v -l "c:\temp\logfile.txt"

If you start regibill, regipay or regimail Desktop this way, it writes a verbose log into the given logfile. Please ensure that you have write permissions on the given logfile location and that the destination path exists. If you have been prompted to send this logfile to regify, please send it to support@regify.com.