Note: This solution is only valid if some users can successfully receive routing task email notifications. If all recipients fail to receive routing task notifications then you should verify that the SMTP server that you specified in DocuShare is correct. See solution for How To Specify/Change the SMTP Server DocuShare will use to send email.
1. Verify the recipients’ email address is configured correctly in the user’s properties in DocuShare
a. Login to DocuShare as admin
b. Click on Admin Home
c. Click the [+] symbol next to Account Management
d. Click the [+] symbol next to Users
e. Click the Go to List/Find/Add User link
f. Search for the user not receiving the routed task email notifications
g. Select the User by clicking the Username link. The View Properties page displays.
h. Click the Edit button on the left hand side of the page. The Edit Properties page displays.
Note: If the Email Address listed is not editable, this indicates that it is an Active Directory User account. The email address field is populated from the LDAP server at your site.
i. Verify that the Email Address specified in the Email Address field is correct.
j. If you have made a change to the user properties page click the Apply button.
2. Verify the Routing Task Notification is set to email in the User’s properties
a. Login to Docushare as admin
b. Click on Admin Home
c. Click the [+] symbol next to Account Management
d. Click the [+] symbol next to Users
e. Click the Go to List/Find/Add User link
f. Search for the user not receiving the routed task email notification
g. Select the User by clicking the Username link. The View Properties page displays.
h. Click the Edit button on the left hand side of the page. The Edit Properties page displays.
i. From the Routing Task Notification menu verify that Email is selected.
j. If you have made a change to the user properties page click the Apply button.
3. Check the Xerox\Docushare\logs\workflow.stdError log on the DocuShare server for errors regarding a failure to send
Note: The Xerox\DocuShare\logs\workflow.stdError log can be viewed in any text editor.
Note: The DocuShare Technical Support team can be reached docushare.support@xerox.com and they can review the DocuShare server log files for errors.
Solution Updated: August 11th, 2011
Solution ID: 325