We’re experiencing a weird issue with scheduled analytics reports in CloudSuite ICS 2021. About 30 users stopped receiving their daily email reports three days ago. The strange part is that we’re not seeing any bouncebacks or delivery failures in the email logs - messages just never arrive.
This worked perfectly fine before the last platform update two weeks ago. We haven’t touched any SMTP settings, and the configuration looks identical to what we had before. Test emails from the system work fine, and ad-hoc report exports deliver successfully.
I’ve checked the Infor OS email service logs and everything appears normal. The scheduled jobs are executing on time according to the job monitor. Has anyone else encountered this after a recent update? Any ideas where else to look?
I’ve seen this before. The issue is usually in the ION API Gateway email routing configuration. After platform updates, sometimes the email routing rules get reset to default values. Check your ION Desk > Configure > Email Settings. Look specifically at the ‘Scheduled Reports’ routing rule - it might be pointing to a non-existent or inactive email endpoint. Compare it against your working ad-hoc report settings to see the difference.
Thanks for the suggestions. Checked both areas - services are linked and running. The ION email routing does show the Scheduled Reports rule, but I notice the endpoint ID looks different from what I remember. The ad-hoc reports use a different routing path entirely. Could the update have changed these IDs?
Check the report scheduler service status in Infor OS. After some updates, the email queue service can get disconnected from the scheduler even though both show as running. Go to Admin Console > Services and verify the Report Distribution Service is actually linked to your SMTP configuration.
Building on what others found, you’re likely hitting a combination of issues introduced by the platform update. Here’s the complete resolution path:
First, address the missing bouncebacks issue - this indicates emails aren’t even reaching your SMTP server. In ION Desk, navigate to Connect > Connection Points and verify your SMTP connection point is active. The update may have changed its status to ‘Inactive’ by default.
Second, since this worked before the update but SMTP settings appear unchanged, the problem is in the ION layer, not your mail server. Go to ION Desk > Configure > Email Settings > Routing Rules. Find the ‘Scheduled Analytics Reports’ rule and click Edit. You’ll probably see it’s pointing to an old endpoint ID that no longer exists. Update it to match your current active SMTP connection point ID.
Third, reconfigure the Report Distribution Service authentication. In Admin Console > Services > Report Distribution Service, expand the configuration and re-enter your SMTP credentials. The update process often clears these for security compliance. After re-entering, test the connection before saving.
Finally, clear the email queue cache. Run this command in ION API Gateway admin shell:
clearEmailQueue --service=report-distribution --older-than=72h
Then restart the Report Distribution Service. This will flush any stuck messages and re-establish the connection between the scheduler and email service. Your scheduled reports should resume delivery within the next scheduled run. The key insight is that platform updates can break the authentication chain between services even when individual configurations look correct.