If your Alex documents are not being sent, try the solutions below. You may need your system administrator to help with these tasks.
AlexConnect may not be installed on your workstation
Check that Alex is installed on the computer currently running Attaché. Alex must be installed on all computers that will send documents.
Go to Tools, Company, Document Management, Delivery Queue Manager. If you receive a message about Alex needing to be installed, then Alex is not installed on your machine, See: Set up Alex document delivery to send documents.
Check the Attaché desktop icon path is correctly pointing to a mapped drive
For AlexConnect to work correctly, the Attaché desktop shortcut path needs to point to a mapped drive as opposed to a UNC path. to confirm if this is the case:
Go to Tools, Company, System, System Status.
Check the Program Drive field at the top left of the System Status task screen. If this field displays an @ symbol, the Attaché desktop icon is incorrectly mapped to a UNC path.
To resolve this, see: How to update the Attaché desktop icon to point to a mapped drive.
Check the Sender Email address details are correct
Choose Tools, Company, Document Management, Customer (or Supplier or Employee) Delivery Address and confirm that the sender details are correct and there are no spelling errors, incorrectly formatted email addresses, etc.
Test sending a single document from the Delivery Queue Manager
Open the Delivery Queue Manager (Tools, Company, Document Management, Delivery Queue Manager), click Stop and leave the screen open.
Send one test document.
Look at the Delivery Queue Manager and confirm that the document appears in the queue.
Click Start.
Go to Tools, Company, Document Management, Alex Senders Website.
Log in using the Sender Email Address and related password (use the Forgot Password link if you cannot remember the password to resend a password reset email to the sender address mailbox)
Once logged in, go to the Document List link, select the status as Any, and click the List Now button. and confirm whether the document now appears on the website (allow 2-5 minutes).
To Check and/or configure Alex Service Properties if the Document Does NOT Appear
Add the required exclusions in your antivirus or firewall software on both the workstation and server:
AlexQ.exe.
Asacdp.exe.
Tedsend.exe.
AlexDiagnostics.exe.
Ensure your Alex account is active:
Log into Alex Senders website as per steps above.
On the left-hand side, click Account details.
Check the Account status says 'Active'.
Run a test to confirm that you can access the Alex Servers through your firewall. See: Error: 'Network failure or because the peer system failed to respond' in the Alex Test Tool
Open the Alex Service Properties by going to Tools, Company, Document Management, Employee/Customer/Supplier Delivery Address (Any of the 3 will do), Edit, Service Properties.
If you are using mailforalex.com as the Server address, ensure the privacy is set to none and port 25 is unblocked (you may need to refer to your IT Network support for this).
If you are using a relay server, ensure the relevant port is unblocked (See: Set up Alex when Port 25 is closed) and the username/password is configured properly.