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DeskGate troubleshooting and administration

Scheduled Report Email Not Received

Distinguish an inactive schedule, PDF generation failure, SMTP rejection and mailbox filtering.

Maintained by DeskGate · Updated October 6, 2026

  1. 1. Check the schedule

    Review Active status, scope and Next run.

  2. 2. Check delivery

    Use the saved SMTP configuration and approved recipients.

  3. 3. Confirm receipt

    Check the mailbox and inspect the actual attachment.

Identify how far the process got

A scheduled report must become due, generate its PDFs, submit mail through SMTP and reach the recipient. Identify the failed stage before changing settings. A saved schedule or a successful SMTP submission does not by itself prove that a PDF arrived in the inbox.

Review the schedule

Scheduled report editor showing frequency, scope and Active setting
Actual application interface with demonstration data; labels can vary by release. Open the image for its original size.
  1. Confirm the schedule is Active rather than Passive.
  2. Review the selected report, attachment types, group/users and reporting period.
  3. Check frequency, send time and Next run against the application/server time configuration.
  4. Run the same report manually with matching filters to check that PDF generation has usable data.
  5. If the scheduled time passes without execution, ask the administrator to inspect application/scheduler operation and errors.

Compare test mail with saved settings

Open General Settings → SMTP / Email. Confirm email delivery is enabled and the approved recipients are saved. The scheduler uses the saved organization settings; an unsaved value used in the test form is not necessarily the value used by a scheduled run.

Messages such as “SMTP delivery is disabled in Settings” or “No SMTP recipient is configured in Settings” identify configuration problems. Correct the matching saved field. For authentication, TLS or connection errors, follow SMTP Email Configuration.

Send only an intentional test

Send test email checks SMTP using the form values. Send now on a schedule attempts immediate report delivery. Both send real messages. Check the recipients and report scope before using either control.

If test mail arrives but a report does not, investigate schedule execution, PDF generation, message/attachment limits and the provider’s delivery record. Review spam, quarantine, address spelling and recipient-side rules with the mail administrator.

Verify the fix

Confirm one intended recipient receives the report and that its period, users and attachments are correct. Then verify the next scheduled run. Record the time, schedule name and sanitized error; do not send SMTP passwords or unrestricted employee reports to public support threads.

For schedule creation, see Configuring Scheduled Reports.