Not Receiving Account Activation Email - WorkSpace community

Workspace
1

Hello everyone,

I recently created a new user at the workspace community, but this user haven’t received the activation email (invite) to complete the setup. I’ve checked the spam/junk folders and tried resending the activation email multiple times, but still no luck.

Here’s what I’ve tried so far:

  1. Verified that I entered the correct email address.
  2. Checked spam/junk folders for the email.
  3. Waited for a few hours and requested the activation email again.

Has anyone else encountered this issue? Are there any additional steps I could try, or perhaps specific email settings that might affect receiving the email?

Thanks you!

2

Hello @felipespecht
Is the issue related to this very email address only? Have you tried to create a new user (different email address) and check if the issue reproduces there?
Additionally, please point me to the guide that you used for the Workspace installation and let us know its modules versions (Community server, Control Panel, etc.).

3

Hey Alexandre

No, I’ve tried with two email adresses from two different domains, but the issue was not resolved.
I will not be able to get the additional information at this time.

4

We need the requested information, and we need to take a look at the logs (when the situation has been reproduced) of the Community server to figure out the situation. Please provide us with them. They’re located here:
Windows: \Program Files (x86)\Ascensio System SIA\CommunityServer\Logs
docker: /app/onlyoffice/CommunityServer/logs/
packages: /var/log/onlyoffice/

5

Hello Alexandre! I have the same issue as felipespecht.
When I try to send a confirmation message, the following error appears in the /var/log/onlyoffice/svcNotify.log:

2024-11-16 12:28:40,199 ERROR [142] ASC.Notify - Tenant: 1, To: *email* - System.ArgumentNullException: Value cannot be null.
Parameter name: message
  at MailKit.Security.Ntlm.MessageBase.ValidateArguments (System.Byte[] message, System.Int32 startIndex, System.Int32 length) [0x00003] in <eabb09d1c9ea4e16807c3441ccbaf11a>:0
  at MailKit.Security.Ntlm.Type2Message.Decode (System.Byte[] message, System.Int32 startIndex, System.Int32 length) [0x00000] in <eabb09d1c9ea4e16807c3441ccbaf11a>:0
  at MailKit.Security.Ntlm.Type2Message..ctor (System.Byte[] message, System.Int32 startIndex, System.Int32 length) [0x00013] in <eabb09d1c9ea4e16807c3441ccbaf11a>:0
  at MailKit.Security.SaslMechanismNtlm.GetChallengeResponse (System.String userName, System.String password, System.Byte[] token, System.Int32 startIndex, System.Int32 length) [0x00000] in <eabb09d1c9ea4e16807c3441ccbaf11a>:0
  at MailKit.Security.SaslMechanismNtlm.Challenge (System.Byte[] token, System.Int32 startIndex, System.Int32 length) [0x0009e] in <eabb09d1c9ea4e16807c3441ccbaf11a>:0
  at MailKit.Security.SaslMechanism.Challenge (System.String token) [0x0001c] in <eabb09d1c9ea4e16807c3441ccbaf11a>:0
  at MailKit.Net.Smtp.SmtpClient.AuthenticateAsync (MailKit.Security.SaslMechanism mechanism, System.Boolean doAsync, System.Threading.CancellationToken cancellationToken) [0x000b4] in <eabb09d1c9ea4e16807c3441ccbaf11a>:0
  at MailKit.Net.Smtp.SmtpClient.Authenticate (MailKit.Security.SaslMechanism mechanism, System.Threading.CancellationToken cancellationToken) [0x0000f] in <eabb09d1c9ea4e16807c3441ccbaf11a>:0
  at ASC.Core.Notify.Senders.SmtpSender.Send (ASC.Notify.Messages.NotifyMessage m) [0x000c1] in <df66cb1eb8004178b7eb5e6ae3bb4aaf>:0
6

Hello @Dzmitry
Please provide us with entire Community server logs folder and specify current component versions. Additionally, please point us to the installation guide that you used.