The first place to start is to turn on some logging for Workbench. On the Workbench server in the \workbench\Ideagen\WBPro\Atlas Server\Server Executable folder, there should be a file called AtlasLogging.ini. If there isn't one present then you can create one in Notepad. Set the values to the following:
Mail=1
Errors=1



Workbench will now create log files in a Logs folder under Server Executable.
The maillog will list the number of current items detected (count=).



The errorlog will show the problems the system is having sending mail. It will list the database alias (DB) and the Recipient (WB ID). The WB ID refers to the users Workbench Personnel ID and not their login.



In the example above, there is a problem with the mail being sent by the user kwadmin from the Sample database. The most common problem for this is that this user has left the company and their Domain account has been disabled, but they have not been marked as left in Workbench. This means the Mail server will no longer consider this users' email address as valid so will reject send mail requests for this user, hence the Exception error in the log. If this is the case, the solution is to temporarily enable the domain account so any existing emails can be sent, then in Workbench set the users Personnel Record | Mail Type to Internal Messaging. The user can then be marked as left in Workbench and have any responsibilities reassigned, and once this is done the domain account can then be disabled again.

Another common problem is incorrect email details on the users Personnel Record in the Mail Information section. Ensure the Login and Address fields are correct (the login field can also be the users SMTP email address).



Other considerations include the details supplied on the [Mail] tab of the Workbench Configuration Manager. Ensure that the SMTP Host name, Login, Sender's address and Password (if required) are correct. These details can be changed on a domain/network but not always updated on the [Mail] tab.