"Unable to Communicate with Host" when sending Consignee Email with SendSuite Xpress or Ascent

Products affected: SendSuite® Xpress, Ascent™

Issue

When trying to send Consignee emails for shipments processed (under View > Fax/Email Notification Status), the error "Unable to Communicate with Host" is displayed.

Cause

The system is unable to connect or transmit to the email server.

Resolution

UPDATED: August 2, 2018
  1. Open Xpress Processing (Start > All Programs > Xpress > Xpress Processing).
  2. Under View > Fax/Email Notification Status, select the List button.
  3. Scroll down until you get to the first line that under the Status column shows E-Mail Not Sent Yet. Select that line and select the OK button.
  4. In the Recipient E-Mail Address field:
    • Check to ensure that the email address is a valid address.
    • Check to ensure that the email address can be sent through your email server.
      • Note: Some Email Servers only allow internal email address to be sent. If this is an external email address and internal email addresses work, then the email address is the issue. Try with an internal address.
    • If multiple email addresses are found, ensure that a ; (semicolon) or a , (comma) is between the addresses (no space is needed between emails, just a semicolon or comma).
  5. If everything in the Recipient E-Mail Address appears correct, there could be an issue connecting to your Email server. To check what Xpress shows for an email server:
    1. Open Xpress Setup (Start > All Programs > Xpress > Xpress Setup).
    2. Navigate to Setup > Internet Access...
    3. First look for the field labeled Email Type. The two major Email Types we use with Xpress are Outlook and SMTP.
      • Outlook: If Outlook is selected and your are receiving this error, ensure that Microsoft Outlook is open on your computer before attempting to send emails.
        • Note: Xpress goes by the default profile for Outlook which is set up under Control Panel > Mail > Show Profiles area. Ensure that Always use this profile is selected and a correct profile is selected underneath it for the main profile used with Xpress.
      • SMTP: If SMTP is selected, it means that you are using your own company email server to send emails. Contact your Information Technology (IT) department and ensure the following information is correct to connect to your email server:
        • SMPT Port field: The default value to connect to SMTP email servers is 25. Confirm with your IT this is the correct port.
        • SMTP Server IP\URL Address: Confirm with your IT that the address in the field is a valid email server for your company and that no username or password is required to connect to it. Xpress is unable to use a username or password to connect to SMTP server so it must have open access so Xpress can connect.

Permissions Required
Admin, Client