Hosted
If you're a hosted client, and if you have noticed that emails are not automatically going into your cases, our support team will need to look at this for you. Please raise anew caseonline and let us know:
The title of this article.
When you noticed emails had not been going into cases.
If other users are also experiencing emails not attaching to cases.
Non- hosted
If you're not hosted, you'll be able to resolve this issue yourself. Please follow the steps below:
Login to the server that has the email agent installed.
Navigate to the C:\Program Files (x86)\DPS folder. This may be slightly different depending on your setup.
On the application called DPSEmailAgent2, right-click and select Run as Administrator.
Click the Windows Service button.
In the newly opened window, click Stop and then Start.
Note: This restarts the email agent service. If the status indicator says "StartPending," the service has started and is currently working through a backlog of emails that were unattached.
If this hasn't fixed the issue, it may be that the license has expired. To check this please follow the steps below:
With the DPSEmailAgent2 application opened, click the Start Email Agent button.
If after the cycle has started the text field says INVALID LICENSE, it means that the license has expired.
In this instance, please raise a new case online and reference the title of this article top request a new license key.
Once you have received the new license key please follow the steps below to apply the license to the system.
Follow steps 1 and 2 from the top to get to the root of where the email agent is installed (C:\Program Files (x86)\DPS)
Within this folder, find the DPSSetup.ini file and open it up. A plain text document should open.
Within this text file, find the entry that says Taskkey. This is where the license needs to go.
Delete the license that is currently there after the = sign and paste in your new license.
Click File > Save and then close down the text file.
Restart the email agent by following steps 3 to 5 from above.