A lot of useful functionality (notifications, emails, campaigns, etc.) depends on Sugar being configured with an outbound email server (SMTP). Setting up an SMTP server in Sugar is as simple as navigating to Admin > Email Settings, choosing “SMTP” as the mail transfer agent, and entering the server information. A fully working setup, however, may require additional configuration on the email server.
Note: If you are sending from Sugar through an Exchange server, ensure that you have configured your SMTP Exchange server to accept “Basic Authentication”.
Some email service providers restrict access to their servers to a predefined range of IP addresses. This means that the email server will only talk to a certain set of machines. You will need to speak with your system administrator, IT team, or email service provider to find out if access to your email server is restricted.
If your email server is restricted, you will need to determine which geographic location your instance is hosted in SugarCloud. Please refer to the Identifying Your SugarCloud Stack section of the Using the Support Portal article to confirm the geographic location. Once the location is confirmed, have the appropriate IP addresses whitelisted according to the following chart:
|SugarCloud Stack Location||IP Addresses|
|Sugar Cloud AU||188.8.131.52
|Sugar Cloud CA||184.108.40.206220.127.116.11|
|Sugar Cloud DE||18.104.22.16822.214.171.124126.96.36.199|
|Sugar Cloud EU||188.8.131.52
|Sugar Cloud US||184.108.40.206
Connections from your SugarCloud server will be made from these IP addresses. Please be aware that these IP addresses may change in the future.
Note: These IP addresses only apply to instances hosted on the SugarCloud service.
When encountering this issue, your Sugar log is likely to show the following error message:
[FATAL] SMTP -> ERROR: Failed to connect to server. Code: 111 Reply: Connection refused
A similar message may be displayed with the error code of 1.1.0. The cause of both is the same: the outbound email server is not accepting the request coming from Sugar, usually because the server is restricted to accepting requests from only a certain range of IP Addresses. These messages are relayed from your SMTP server back to Sugar and can be viewed in the Sugar logs. For more information, please refer to the article Troubleshooting Outbound Email Using Sugar Logs.