Stuck email (Status "Waiting") - how to troubleshoot

Administration
1

Even on a fresh install of Segura, the email deliverability seems inconsistent in my opinion. I’ve seen the following cases:

  • emails will be delivered in a timely manner (<2min - OK)
  • emails will be stuck in status “Waiting” for an extended time (up to 8hours), but will then be delivered
  • emails will be stuck in status “Waiting” and only being delivered after restarting the appliance
  • emails get stuck in the ‘Waiting’ status indefinitely.

I have some questions regarding troubleshooting:

  • is this just happening on my installs?
  • which processes are responsible for queueing emails?
  • are there any logs (orbit and/or docker) which could be checked and correlated with IDs?
  • is there a way to manually trigger a send?
  • whats the impact of clustered and/or standalone appliances?

grafik
grafik1773×592 66.4 KB

Thanks!

2

Hi @tt-33,

This issue may have different root causes. One possible cause is a NATS-related issue. Sometimes the first email gets stuck, and if you resend it, the new one is delivered immediately.

However, the best approach would be to open a support ticket so the team can check the environment and provide proper troubleshooting.

3

Thanks Hassan!

Yes, sometimes it works if the email is resent manually. However, as soon as the queue clears (after a reboot, for example), the original email will also be delivered, which can cause confusion for end users.

I find the whole NATS/queuing functionality really interesting, but I have not found much documentation yet. Sometimes there are situations in which I cannot comprehend why some tasks take a long time. For example, if newly created or imported credentials are not visible for a long time (from a few minutes to a few hours).

Hopefully, I will update this post in the future with more information I’ll find :slight_smile: