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MagicINFO password-reset e-mail not arriving: SMTP fixes

MagicINFO sends a password-reset e-mail only when SMTP is configured for the user's own organisation, with no fallback to the server-level settings. When it does send, the e-mail contains a one-time code to paste, not a link.

Symptoms​

  • A user requests a reset and no e-mail arrives.
  • In the browser's developer tools (F12 → Network), the reset request POST /MagicInfo/restapi/v2.0/auth/reset/password returns 503 or 404.
  • An e-mail arrives, but the user is looking for a link that is not there.

How the reset works​

  1. The user enters their user ID, name and e-mail address on the sign-in page. All three must match the account. A mismatch returns 404, and the most common mistake is typing the e-mail address as the user ID.
  2. The server looks up the SMTP settings of that user's organisation. If that organisation has none, the request fails with 503 (SERVICE_UNAVAILABLE_SMTP_SERVER_NOT_EXIST). The underlying error is written only to the server's service log, so the browser gets nothing more helpful.
  3. The e-mail contains a one-time code of about 60 characters, made of letters, digits and symbols. The user pastes it into the Authentication Code field and sets a new password. The subject line may say "link", but there is no link.

The traps​

  • Settings are per organisation, with no fallback. Configuring only the server-level SMTP settings looks correct and still fails for every user in every other organisation. Every new organisation starts with empty SMTP settings, so add the step to your new-organisation checklist.
  • Reading the settings back can show values that are not there. For an organisation whose own SMTP settings are empty, reading that organisation's settings can return the server-level values. Do not trust what you read back; trust a real test.
  • The sender (From) is the SMTP username. MagicINFO has no sender field. It always uses the SMTP sign-in name as the From address, so that username must be a real, deliverable mailbox address such as [email protected]. Relay services whose SMTP username is a fixed word or an API key produce an invalid sender. Make sure your domain's SPF and DKIM records allow the mail server you send through.
  • The secure-connection switch picks the method. On means implicit TLS, normally port 465. Off means STARTTLS, normally port 587. Pair the switch with the matching port. MagicINFO uses TLS 1.2 for both.
  • There is no "send test e-mail" button. A real reset is the only test.
  • No restart needed. SMTP settings are stored in the database and apply immediately.

Fix​

  1. Find out which failure you have. Repeat the reset with developer tools open and note the status of the reset/password request.
  2. 404: check the user ID, name and e-mail address against the account under User.
  3. 503: configure SMTP for the user's organisation. We did this through the REST API, as a server administrator, with PUT /MagicInfo/restapi/v2.0/ems/settings/servers/configurations/{organizationId}, once for every organisation whose users should be able to reset. In the web interface the same settings are under Setting > Server management > Server Settings > SMTP Server; if you use them, confirm with a real reset (step 5) that they took effect for that organisation.
  4. Check reachability. The MagicINFO server must be able to open an outbound connection to the SMTP host on the chosen port. Check that the server's firewall allows it.
  5. Test with a throwaway user in the same organisation. Trigger a reset, check the inbox and the spam folder, paste the code, then remove the test user. Removal takes two steps: withdraw the user first, then delete them from Withdrawn Users.
  6. Images missing, or another organisation's web address in the e-mail? The template's images come from one server-wide address, mail.templet.url in config.properties. Changing it needs a service restart. On a server shared by several organisations, point it at a neutral host name.

How to confirm it worked​

The reset request returns success, the e-mail arrives within a minute or two, and the pasted code is accepted. Repeat the test once for each organisation you configured. Because nothing else proves that sending works, a quick test after any mail-server change is worth it.

Checked against MagicINFO Server 21.1070 behaviour, October 2026.

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