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 web-browser -> 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, a document of 2 pages really should not exceed the size of 100KB.
• Deactivate sending SMTP using TLS (if your mail server accepts this).
• Use an Internet connection with faster upload.

After some successful sending, error "failed connecting to pear" comes up

If you turn on the debug logging in your desktop application, you might find the following error in your log:

421 4.4.2 Message submission rate for this client has exceeded the configured limit

This means, that your e-mail server (Exchange?) refused further sending because some internal limit was reached. Please tell this your Exchange administrator in order to increase this limit (possibly with help from this site).

Email messages are rejected because of DKIM alignment

We've seen this at web.de, 1&1 and GMX mailservers (error message 451 Nemesis ESMTP Service not available. Requested action aborted Reject due to policy restrictions.). The reason was an invalid DKIM signature of the sending email server. In the cases we've seen, the domain key (d=) in the DKIM header was wrong. The domain key (d=) must match the domain of the sender of the message (From: header). If it does not match, the signature may be valid but does not align to the From: header. In order to fix this, please fix the DKIM header in your email sever configuration and let the domain key (d=) point to the domain you are sending from.

Please note that this is not an error related to regify at all. It is simple mail server missconfiguration. regify can not help you to fix your email server settings.

Good source for understanding the DKIM headers.

I get errors regarding the certificate of the mail-server

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 mail-server certificates are correctly installed and you are really using the correct mail-server. Many mail-servers 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).

No matter what I enter, I do not get a login

Please start debugging an have a look what CURL is reporting. In many cases you will get additional information. In case you can see it trying to login using AUTH GSSAPI, please note that regipay Desktop is using libcurl for connections and libcurl does not fully support AUTH GSSAPI as login option. Please use a mailserver that also offers other methods like PLAIN, LOGIN, DIGEST-MD5, CRAM-MD5 or NTLM, too.

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

The software always starts with setup assistant

This are the possible reasons:

1. You log in to Windows with wrong user/account (settings are profile related and if you login with different user profile, the settings are different or not existing).
2. The windows profile and the files in %APPDATA% were deleted.
3. Previously configured PDF pathes from your profile are not accessible.
   1. Once a needed VPN was not connected.
   2. Once the permissions to the SMB share were removed.
   3. Once, the path has simply changed (different network folder etc).
   4. Check below article The software closes after the wizard was run, unable to start.
4. Or you did a fresh install on a new PC.

The software closes after the wizard was run, unable to start

We've seen this before if the path of either the Windows profile (%APPDATA%) has changed or the pathes configured in the profiles are no longer existing. To fix this, follow these steps:

Fix the profiles.ini

1. Make sure that the software is not running! Close any running instances.
2. Enter %APPDATA%\regify into the file explorer
   • Does the folder exist? If not, you are on a different Windows account! Log in with the correct user or ask your administrator to restore your Windows profile data.
   • Please look at the full path now in file explorer. You need it in step 4.
3. Enter the directory of your desktop product (eg regipay_desktop, regibill_desktop, regimail_desktop).
4. Open the file profiles.ini.
5. Verify all entries for file, idfile and logofile. All pathes of the files have to point to the same directory as the one identified in step 1. If they don't do, please adapt to the new path, but keep the filenames.
6. Save the updated file.

Fix the regify profiles

1. Enter %APPDATA%\regify into the file explorer
2. Enter the directory of your desktop product (eg regipay_desktop, regibill_desktop, regimail_desktop).
3. Open all the profile_yyyy-mm-dd-hh-nn-ss.ini files and check or repair the path information inside.
   • Check the fields SourceDir, DoneDir, ErrDir and BillDir. Do not change any other data in here!
   • Save the files.

Now start your regify Desktop tool and check if it works.

I'm unable to import profiles

It might be that your PC needs a proxy server. Sadly, the profile import and export does not contain proxy passwords until regify desktop version 2.3.2. To import, please run the regipay desktop. The first page of the setup assistant appears. But before clicking the import button, first fill in valid proxy settings. Then click the import button and import the profile needed.

NOTE: If the setup assistant does not appear, you already may have a working profile. If this is not something you need to keep (eg just a test), you can delete the whole content of the folder %appdata%\regi..._desktop\ to get a clean configuration and then the assistant will start on next run.

How to activate debug logging

Warning:
This logging is mainly for developers. Please inspect the logfile for passwords before you send it to us. In case a users password (account, smtp etc) is inside, please replace it by some other text or delete it!

Activate the debug log by starting with commandline parameter (example call):

regipay_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 and make sure there are no passwords inside.

Recipient issues

Questions and FAQ

You can find answers to most asked questions directly on our homepage in the help assistant.

My employees say, they do not receive my messages

If you are using regipay Classic, the encrypted document is sent by email to the recipient. Please note that the sending is done by your own email server and infrastructure. regify is not involved in sending. Because of this, we suggest you to do the following to find any issues:

• Ask the recipients to check their spam filters:
  1. Point them to the fact that the local email program spam filter (eg Outlook, Thunderbird) is also to check, but it is likely not the only spamfilter they have!
  2. Especially for users of Google (gmail) and Microsoft (outlook.com, o365, Hotmail), the messages are sometimes in the spam filter in the webmail interface.
  3. If a regify message is found there, do not just read it. Please mark it explicitely as "not spam" or "not junk" to train the filters!
• Check your own sending system:
  1. Verify your email server.
     1. If you have access to logs, verify and check if the messages are leaving your email server.
  2. Verify your own infrastructure:
     1. Go to www.mail-tester.com and copy the displayed unique email address.
     2. Load some dummy PDF into your regify Desktop (eg some dummy payslip).
     3. Overwrite the recipient (double click on email field). Remove the tick from a found one and enter the copied mailaddress from step 1 here as recipient.
     4. Send it.
     5. Go back to www.mail-tester.com and verify the shown email address against the one you copied (usually it is still the same).
     6. Click the button below the email field (Then check your score).
     7. If you do not have minimum 9 out of 10 points, your email infrastructure is weak! Show the results of that page to your IT administrator.

-