Problem

SolidWorks PDM Professional can send notifications using the Simple Mail Transfer Protocol (SMTP) to external users. The SolidWorks PDM Standard version does not have the functionality to send notifications via SMTP, only internally. This guide is for troubleshooting email notifications by email with SolidWorks PDM Professional. 

SolidWorks PDM is designed to work with an on-site email server such as Microsoft Exchange. Companies that are using a cloud-based mail service such as Office 365 will have to set up a relay proxy to work with SolidWorks PDM. Additional information can be found in our compatibility guide regarding Office 365 and PDM. 

PDM Professional Compatible with Office 365 for SMTP Messaging – Hawk Ridge Systems Support

Solution

What steps can be taken to troubleshoot notification problems with users?

• Verify that the SolidWorks PDM Database service is started on the archive server.

• Check the SQL table DocumentActionInfo in Microsoft SQL Server Management Studio to confirm that messages are being processed as stated in the next section.
• Use Telnet to send test emails from the PDM archive server and the user's system.

Use Telnet to test SMTP communication on Exchange servers | Microsoft Learn

• Test communication and verify that a firewall or SPAM filter is not blocking the emails.

Firewall Ports for PDM – Hawk Ridge Systems Support

• Use the Test Settings button within the SMTP Settings tab in the Message System node.

Database Server Service 

Notifications that are created in SolidWorks PDM are placed in the DocumentActionIntoTable for processing. The SolidWorks PDM Database Server service will process those notifications. Notifications that are not being processed will accumulate in the DocumentActionInfoTable. Restarting the PDM Database Server service will reprocess those notifications. 

1. Check the Windows Event Viewer Application log for any errors that may result.

2. The next step is to check the Windows Registry key HKEY_LOCAL_MACHINE\ SOFTWARE\ SolidWorks\ Applications \PDMWorks Enterprise\MailService on the PDM Archive Server. Verify that the correct name of the SQL database server used for the PDM vault is listed in the registry. 

3. The Database name can be verified within the PDM administration tool. Open the PDM administration tool and log in as administrator. Right-click the PDM vault name and select Properties.

4. The Database server and Database name will be listed within the file vault properties window. 

Verify the PDM Vault SQL Login Credentials 

If the SQL account password has been lost, then follow the article below on how to reset the SQL password using the Microsoft SSMS tool; otherwise, proceed to the next steps. 

How to Use SQL Server Management Studio (SSMS) to Reset Your SQL Password for SOLIDWORKS PDM

1. Verifying the SQL account used for the PDM vault is recommended, since using an incorrect password will cause notifications to stop working with PDM, along with login issues. Checking the login account can be done by selecting the PDM Archive Server icon from the Windows Start Menu on the server. 

2. Click on the PDM vault icon within the Archive Server Configuration tool and select properties. Select the Login tab and check if the 'use default SQL login' option is selected. If the default SQL login option is selected, then click Cancel. 

3. If the option 'use default SQL login' is unchecked, then click the Change button.

4. Take note of which SQL user login account is used. The default SQL account will be used for the PDM vault. Do not make any changes, as this is just to confirm the account used.

Verify the Default SQL Login for the PDM Archive Server 

1. From the Windows Start Menu, select the SolidWorks PDM Folder and then the Archive Server Configuration icon.

2. Select the Tools menu and then Default Settings from the drop-down menu. 

3. Click the Login tab and then click the 'Change' Button for the SQL login.

4. Do not change the SQL password; just take note of the database password account used. After the account has been verified, click 'Cancel' to close the account window.

5. The next step is to verify that the correct password is being used for the SQL user account. Open Microsoft SQL Server Management Studio (SSMS) if installed on the server or another machine. Using the password from the 'sa' account listed in the Archive Server tool login. Proceed to the next section about updating the SQL Database Service Login.

Updating the PDM Database Service SQL Login 

1. Start the PDM Database Server configuration from the Windows Start Menu.

2. Enter the current SQL user account password and then click the 'OK' button.

3. Restart the SolidWorks PDM Database in the Windows Services console. 

4. Verify that PDM users can now receive PDM notifications in their inboxes without further issues.

For additional support, existing customers can submit a ticket or new customers can contact Hawk Ridge Systems.