This article was created in response to a support issue logged with K2. The content may include typographical errors and may be revised at any time without notice This article is not considered official documentation for K2 software and is provided "as is" with no warranties.

Issue

You may have an issue when sending email events, the email fails to send and the receiver does not receive the email. It can occur:

  1. Within a workflow.
  2. Within a rule in a View or Form. 

This may happen for either normal mail events or mail notifications. 

For example
If you have created a view whereby there is a button for submission purposes and in the rules section you may have a rule stating "On Button Click" and add a "Send Email and action Clicked" Event.

Symptoms

The error that you can see from the K2 Hostserver and the Event Viewer logs is the following:

"The 'img' start tag on line 1 position 238 does not match the end tag of 'td'. Line 1, position 334. • Type: System.Xml.XmlException • Source: System.Xml • Method Base o Member Type: Method o Name: Throw o Module § Scope Name: System.Xml.dll o Declaring Type § Full Name: System.Xml.XmlTextReaderImpl • Stack Trace: at System.Xml.XmlTextReaderImpl.Throw(Exception e) at System.Xml.XmlTextReaderImpl.ThrowTagMismatch(NodeData startTag) at System.Xml.XmlTextReaderImpl.ParseEndElement() at System.Xml.XmlTextReaderImpl.ParseElementContent() at System.Xml.XmlLoader.LoadNode(Boolean skipOverWhitespace) at System.Xml.XmlLoader.LoadDocSequence(XmlDocument parentDoc) at System.Xml.XmlDocument.Load(XmlReader reader) at SourceCode.Xml.XmlExtensions.LoadXmlDocument(XmlDocument document, String xml, XmlReaderSettings settings) at SourceCode.Xml.XmlExtensions.CreateXmlDocument(String xml, Boolean preserveWhitespace) at SourceCode.Forms.AppFramework.FormRuntime.FormatHTMLNewLines(String value) at SourceCode.Forms.AppFramework.FormRuntime.GetMailBody(XPathNavigator message) at SourceCode.Forms.AppFramework.FormRuntime.SendFormsMail(String messageXml) at SourceCode.Forms.Runtime.AJAXCall.ProcessRequestInternal(HttpContext context) Error 2: There are multiple root elements. Line 1, position 18. Type: System.Xml.XmlException Source: System.Xml Method Base Member Type: Method Name: Throw Module Scope Name: System.Xml.dll Declaring Type Full Name:"

Resolution

This has been resolved with Fixpack 8 for K2 Cloud Update 6.

Please contact K2 Support for further assistance if you run into this issue after applying the relevant Fix Pack.