Email not sending out

[bam049]

Recently we had some change to our 0365 email system and now are alerts aren't being sent out. We can see that they are trying to send out but fail. We have asked the team and the server IP has been added to the (Allow) list but still failing. The only other thing they can think of is whether we have it doing StartTLS or not. Does anyone know where this option is if we have this option 

[Scott_Clement]

Hi @bam049 ,

I normally resort to using telnet if I need to test sending emails over SMTP from the Prognosis server.

If you have telnet available from the command shell, execute:

telnet <mail server IP> 25

Otherwise, you might be able to use another third party utility like Putty to telnet to port 25 on your mail server.

In the example below, the commands entered are prefixed with a greater than symbol '>'.

The lines in italics with no '>' prefix are the responses received from the mail server.

If you get "500 5.3.3 Unrecognized command" as a response, just try to enter the previous command again.

Once you've connected to your mail server via telnet, you should get a response similar to:

220 <mail server name> Microsoft ESMTP MAIL Service ready at Fri, 21 May 2021 12:11:24 +1000

>HELO
250 <mail server> Hello [<IP>]

>MAIL From: source.address@sourcedomain.com
250 2.1.0 Sender OK

>RCPT To: destination.address@destinationdomain.com
250 2.1.5 Recipient OK

>DATA
354 Start mail input; end with <CRLF>.<CRLF>

>To: "To Name" destination.address@destinationdomain.com
>From: "From Name" source.address@sourcedomain.com
>Subject: Testing
>
>Test e-mail sent via a telnet.
>
>.
250 2.6.0 <mail server> Queued mail for delivery

>QUIT

This usually helps identify why Prognosis isn't able to connect to or send any email alerts via dispatch manager.

I hope this helps!

Regards,

Scott Clement

[bam049]

Thank you for the information. I found out from our team that we have many different IP's associated with email. They said that we just need to use - smtp.company name.com  We provided the server IP that we are login. They allowed this IP  but still not getting any emails. Anything else you can think of that we can check? 

[Scott_Clement]

Hi @bam049 ,

If you were able to send an email manually via telnet using the commands provided earlier, that confirms there shouldn't be any problem connecting and sending an email via that mechanism. If Prognosis is unable to dispatch an email alert, then we can try tracing irdspsrv to see if we can capture any clues to help explain why.

At this point, it might be best to open a support case. If you can include a current irfax, that should help the engineer who takes ownership of the case start their investigation.

Regards,

Scott