1. Whether your email is Outlook with Exchange Server, Lotus Notes or a pop email account such as yahoo, hotmail or Gmail, it is important that you send you yourself some test emails using that client. Also, it is important that you hit the send and receive button and watch for errors as well as check that you can send attachments the size of the dictations/transcriptions you’re sending or receiving. If you are not seeing any errors when sending and receiving, you should check that your mails are able to be received and/or sent by checking times on mail received or sent to another mail box.
   
   If mail looks to be correctly sending from the source to the target then add a dictation as an attachment and see if that gets from source to target. So, that looks like it is all working. If it is getting to the source then all is good and well. If not, look in the target’s junk folder or see that a rule has not been created for the user to go to a particular folder in the targets email. At this point refer to Walkthrough guides on [Setting up the Email Profile].

1. To check for errors when sending an email you must first be aware of the process by which a file is moved from one folder to the next, after email is prompted to be sent and received. Notice in the picture to the left that once the process is initialized, the mail moves from the Download Tray to the Outbox. At this point the file will stay in the outbox until the send and receive button is selected. At that point the file will move from the Email Folder (a subfolder in the Outbox) to the Sent Items folder. If for some reason the file remains in the Email Folder, then there is a problem and you need to be on you lookout for errors at the bottom of the application window.

1. Checking for errors after hitting send and receive takes quick observation of the bottom right-hand corner of the DSS Player Pro R5 Module. Once send and receive is hit look down to the right hand corner for messages that show the process as in the example below:
   
   
   Notice after hitting the Send/Receive button that it will show connecting information and then it will either show [Send/Receive complete] or it will show a failure. If there is a failure, you will be able to double click on that failure for more information. Note: The failure does not always give a good description of the problem however it does let you know that if is a password or port issue. In some cases you may need to refresh your application by pressing the [Function 5 key] or [F5] key on your keyboard. At this point you will also see the action on the bottom right hand tray of the R5 Dictation or Transaction Module.

1. Troubleshooting is the art of eliminating variables with patience and persistence. The steps for chasing down email issues can be short but in other situations they can be lengthy. We have gone through examining [Step 1] the source email to make sure that it is working correctly and that others are receiving mails; [Step 2] observing the steps in which the file moves through the module and [Step 3] how to identify whether there is an error during the Send/Receive or when refreshing the application with the [F5] key. [Step 4] is the attempt to put all this together.
2. You have looked at the email and you feel pretty confident that it is working.
3. You looked at your profile and believe it to be working correctly. Another question we ask is has your profile ever worked or did it stop working recently? If so what events could have lead up to it ceasing to work now when it did before.
4. When you try to send the email from the product it is active and you have the ability to send. If it is not active [active =can be selected]. Try another file. Can that one be sent? If one can be sent and another cannot, refer to [Step 2]. There is a large chance if one file is active but another is not that the file that is not active is stuck in the [Outbox].
5. Going back to the process. Your profile is setup; your email option is active; Hit Send/Receive, then F5; Check for errors at in the bottom tray during this.

Depending on whether you are trying to receive an email or send an email can be very telling as well. If you are not receiving emails, first refer to [Step 1]. The email must first get to your email client ‘In box’. If you are sending and steps 1 through 4 are not giving you any problems, check to see if your recipient has limitations to what attachments they can receive or if mails are going to their junk folder. All else fails, call us for assistance.