TopView - lost connection to Gmail account (Sign in with Google)

TopView - lost connection to Gmail account (Sign in with Google)

The following article is for TopView customers using a Gmail account to send/receive Email where authorization to the Gmail account was configured using "Sign in with Google" from the TopView Configurator > Email-SMS Notification > Outgoing Email.

Issue

Google is requiring users to allow "ongoing access" to the Gmail account. Without this option, the user will need to re-authorize every 6 months. 

Users who previously authorized TopView by "Sign in with Google" may lose current authorization in TopView. TopView will fail to send/receive email until the user reauthorizes by performing the "Sign in with Google" step again and enabling "ongoing access" (details below).

Alert
If you are using a Gmail account in TopView and it is not currently failing, we recommend that you remove the authorization and reauthorize using the steps below.
You can remove the authorization from the Configurator > Email-SMS Settings > Outgoing email screen:

How the issue presents in TopView

TopView is unable to send or receive email, from both running TopView Engines and TopView Configurator tests.
  1. An Engine Health warning is displayed stating that outgoing and/or incoming email is failing
    OR
  2. Admin Tools:
    1. If more than 1 Engine is running, select the Engine from dropdown at the top of the screen
    2. Left menu: Application Logs
    3. Message level filter: uncheck Information
    4. Log messages state that email is failing
    5. The error message may look like: "Failure while attempting to authenticate to [SMTP/POP3/IMAP server] as [email account]. Error acquiring access token: Token must be acquired interactively"
TopView is no longer connected to the Gmail account:
  1. Configurator
  2. Left menu: Email-SMS Notification then [Configure
  3. Tab: Outgoing Email 

Resolution steps

Launch the TopView Configurator and make sure that the correct configuration file is loaded for the running Engine.
  1. Left Menu: Email-SMS Notification
  2. Click [Configure]

  3. Select the Outgoing Email tab
    1. Note: the Gmail account previously authorized is displayed above the [Sign in with Google] button
  4. Click [Sign in with Google]
    1. A browser window will open
    2. Log in with the Gmail account
    3. Check "I want to allow Exele TopView ongoing access..." and "Read, compose, send, ..."
    4. Click [Continue]
    5. On the task bar, select the Configurator message dialog

    6. If you are using this Gmail account for incoming email (e.g. reply to acknowledge) click [Yes], otherwise click [No]
  5. Outgoing Email tab: click [Send test email] to verify that you can send an email
  6. Incoming Email tab: if you enabled incoming email, click [Test settings] to verify that TopView can read the inbox