Debugging Failed Welcome Emails in HiTechCloud Enterprise

Symptom: hitechcloudcli user-add / HiTechAdmin UI reports Failed to send welcome email, with no error in /var/log/hitechcloud/admin/error.log and no /var/log/hitechcloud/admin/emails/ directory, even though direct SMTP tests succeed.

Debug Steps​

1. Enable verbose logging

hitechcloudcli config update dev_mode on
systemctl restart admin
tail -f /var/log/hitechcloud/admin/error.log

Reproduce via CLI with -x for a full trace:

hitechcloudcli -x user-add <username> '<password>' <email> <plan>

Check whether the email step is actually attempted or silently skipped, e.g.:

+ send_welcome_email
+ [[ false == true ]]
+ return 0

If skipped, make sure the CLI command includes the same flags the UI sends (e.g. --send-email) — otherwise you're not reproducing the same code path.

2. Verify stored SMTP config matches intended credentials

Special characters can get stripped/mis-escaped via the UI:

grep '^mail_' /etc/hitechcloud/hitechcloud/conf/hitechcloud.config

Fix via CLI if needed:

hitechcloudcli config update mail_password '<password>'

3. Run a clean diagnostic pass

#!/bin/bash
CONFIGURED_EMAIL=$(hitechcloudcli config get email)
DEV_MODE=$(hitechcloudcli config get dev_mode)

[[ -z "$CONFIGURED_EMAIL" ]] && { echo "ERROR: no notification email configured. Run: hitechcloudcli config update email example@yourdomain.com"; exit 1; }
[[ "$DEV_MODE" != "on" ]] && { echo "ERROR: dev_mode must be on. Run: hitechcloudcli config update dev_mode on && service admin restart"; exit 1; }

mv /var/log/hitechcloud/admin/error.log /var/log/hitechcloud/admin/error.log.OLD 2>&1 && touch /var/log/hitechcloud/admin/error.log
mv /var/log/hitechcloud/admin/notifications.log /var/log/hitechcloud/admin/notifications.log.OLD && touch /var/log/hitechcloud/admin/notifications.log

hitechcloudcli -x sentinel --startup 2>&1 | tail -n 10
grep "/send_email" /var/log/hitechcloud/admin/access.log | tail -n 1
cat /var/log/hitechcloud/admin/error.log

This isolates whether the request even reaches /send_email and captures the resulting error.

Common Root Causes​

Hairpin NAT — if the panel calls its own public domain internally (rather than localhost) and the network/firewall doesn't support hairpin NAT, the internal call times out.

Fix: add a local hosts entry so the server resolves its own domain to itself:

127.0.0.1 <admin-panel-domain>

SMTP provider IP block — repeated test connections can trigger an anti-abuse block, e.g.:

421 - 4.4.5 Directory harvest attack detected

Fix: ask the mail provider to clear the block and whitelist the server's outgoing IP.

Checklist​

• Reproduce with hitechcloudcli -x user-add ... using the same flags as the UI
• Enable dev_mode, restart admin, tail error.log
• Confirm the email step isn't being silently skipped
• Verify config file values match intended credentials
• Run the diagnostic script to confirm the request reaches /send_email
• Check for hairpin NAT issues
• Check with SMTP provider for IP blocks from repeated testing