If messages don’t send or you see errors in EZRouting’s audit/logs, work through the following:
Check for send limits and throttling
- Many providers (especially Gmail / Google Workspace) limit:
- Total emails per day.
- Emails per minute/hour.
- If you see errors like “too many login attempts” or other rate/limit errors, the district server may be blocking or throttling mass emails.
- Recommend:
- Sending in smaller batches, or
- Considering using the EZRouting mail server for high-volume notifications if their provider is too restrictive.
Verify credentials and connection
With IT, confirm:
- SMTP host, port, and encryption match their documentation.
- Username/password are correct and the account:
- Is not locked.
- Is allowed to send via SMTP.
- No firewall or security appliance is blocking outbound connections from EZRouting to their mail server.
Check EZRouting notification status
- Review any notification/audit logs in EZRouting for:
- Clear error messages (invalid login, connection refused, etc.).
- Use a small test group (1–2 addresses) to reproduce the issue and narrow down whether it’s:
- A volume/limit problem.
- A configuration/credentials problem.
When to loop in IT vs. Pathwise Support
- District IT should be engaged when:
- There are SMTP errors, authentication failures, or send limits.
- Messages are being filtered or quarantined by their server or spam tools.
- Pathwise Support will assist when:
- EZRouting is configured correctly.
- The district server details appear valid.
- But messages still do not send from EZRouting or logs show unclear errors.
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