Unable to receive mail to reset password

[Chauncyliu]

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Hello All
When I create a new ticket, I can receive emails
But when I forgot my password and needed to reset it, I couldn't receive mail
And when I respond to customers, they don't receive emails either
So, what's the problem?

Thanks so much!

[Klemen]

Have you tried the HESK is not sending any emails article?

[Chauncyliu]

Yes, I've tried
I tried to use the SMTP server to send mail, It looked normal, "Success: Connection successful!"
But I can only receive mail when I create a new ticket. I can't receive mail when I reset my password or reply to a customer.

[Klemen]

If the reset password email doesn't arrive, but new ticket notifications do, it probably ends up in a spam folder? There is no reason one email would work but another one wouldn't, it uses the exact same function.

Here's a list of emails Hesk sends and how settings affect it:
https://www.hesk.com/knowledgebase/?article=94

[Chauncyliu]

I found the cause of the problem

In the email template, cannot send an e-mail if it contains " %%TRACK_URL%% " or " %%PASSWORD_RESET%% "

But i don't know how to solve it, can you give me some hints ?

[Chauncyliu]

I use the Chinese Language Pack.

[Chauncyliu]

I have solved this problem, which seems to be my firewall problem on the LAN, i changed the network and it worked. thank everyone！