Troubleshooting

Setup Problems

The Trilent Mail Proxy setup program does not complete successfully. Read the setup error messages for a clue of what went wrong. Go back to the Before You Begin section of this manual and review the prerequisites to a successful setup. This is a usual culprit. Make sure your copy of the TrilentMailProxyXX.exe has not been corrupted during the download.

Configuration Problems

1. When the setup completes successfully, but the Trilent Mail Proxy doesn't seem to work, it usually indicates problems with configuration of the proxy itself, your network, or the mail system.
2. Did the setup really complete successfully? Make sure by reviewing the Configuration section of this manual. Open the Trilent Mail Proxy control applet and verify the information you have entered is still there.
3. Is the Trilent Mail Proxy service running? Make sure by opening the Services applet as shown in the Start the Trilent Mail Proxy Service section of this manual.
4. Do you have a functioning Internet mail? Can you connect to the mail server from your host computer (without the Trilent Mail Proxy)? If you do not, please install and configure it now. The importance of this step cannot be overemphasized. There is no point in troubleshooting the Trilent Mail Proxy when your mail system does not work.
5. Is your mail system an Internet mail? Most Internet mail systems follow two protocols: SMTP (Simple Mail Transfer Protocol) for outgoing mail, and POP3 (Post Office Protocol) for incoming mail. Your mail server (and client) must follow these protocols for the Trilent Mail Proxy to work. This is not much of a constraint, since virtually all Internet mail is compliant with these protocols.
6. However, some enterprise mail systems follow different protocols and some Internet service providers offer non-compliant mail systems to their customers. If you have a Web Mail, it may or may not be based on the mail standards. However, troubleshooting Web Mail is beyond the scope of this manual.
7. Do you have a dial-up connection to the Internet? Dial-up connections typically assign a different IP address to your computer each time a connection is made. Current version of the Trilent Mail Proxy only supports fixed IP addresses.
8. Configure the Trilent Mail Proxy on a single computer. If you have successfully gone through all the above steps, try to configure the mail proxy and an email client on a single computer connected to the Internet. You should have the mail client already installed and tested on this computer. You should also have the Trilent Mail Proxy service installed and running on the same host. The details of the setup are shown in the Single-Computer Operation section. Test the operation.
9. If you have a firewall installed on your host, check its configuration. Does it allow the Trilent Mail Proxy to connect to the outside world?
10. If everything else fails contact our Technical Support via email.

Operational Problems

If the Trilent Mail Proxy had been working correctly for a period of time and then suddenly failed, it usually indicates changes or problems within the network. The main culprits are usually the mail server and the name server. You should investigate any recent changes in your network but of course it does not help when the changes are in your ISP’s network.

1. Review the system event log (as shown in the Message Log section) for any error messages. Error messages usually give pretty accurate clues as to that has happened.
2. Make sure the Trilent Mail Proxy service is running. If needed, start the service (as shown Start the Trilent Mail Proxy Service section) and review the event log again.
3. Did your license expire? Trilent Mail Proxy is a licensed software. If you are using a limited time license or a demo copy of the software, your license might have just expired.
4. Check your network for any recent changes. Verify that the mail server and the domain name server work correctly (this is beyond the scope of this manual.) Bypass the Trilent Mail Proxy by connecting your mail client on the gateway host to the mail server directly. Does it work?
5. It may be a bug in our program. Despite our best efforts, sometimes a software bug slips in. If your problem looks like a bug, please report it to our Technical Support. We highly value and welcome your feedback.