What do I do when the e-mail messages stop getting imported in SuperOffice Service?

A few known factors can create a situation when e-mails stop being imported in SuperOffic Service:

1. When the eJScheduler service has stopped (only SuperOffice CRM Onsite)

2. When the mailbox becomes inaccessible
 

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When the ejScheduler service has stopped (only SuperOffice CRM Onsite)

The ejtermsetup.exe application starts the ejScheduler service which is responsible for periodically running the applications ejournalcron.exe and importmail.exe. These applications in turn will perform tasks like importing email, sending emails, activating postponed tickets, and other tasks.

When ejScheduler is stopped, e-mails won't be imported into the system. You can easily start a service, by following the steps below:

1. In the global search field, on the server where SuperOffice Service is installed, type in Services and open Service application.
   
    
    
2. In the list of services find the one, which is called ejScheduler (1). If the status is empty and you see the option that allows you to start (2) a service, click on it.
   
   

When the mailbox becomes inaccessible

Your client's e-mails reach SuperOffice Service via the mailbox, which is configured as inbox in SuperOffice Service.



If there is some kind an issue with the mail account (full mailbox, e-mail service issues, etc.) and e-mails stop coming into the mailbox, they won't be imported into the SuperOffice Service either. Besides sometimes after changes in the computer network or DNS servers loose communication, this can also be the case why e-mails stop being imported.

Please contact your IT responsible to investigate that your mailboxes and connection of servers are running as intended.

 

More information

Troubleshooting video: What to do when e-mails stopped getting imported into SuperOffice Service?