topic Re: Email issues in Insight Remote Support

Email issues

Chovav58 — Mon, 30 Oct 2017 09:41:17 GMT

Version 7.8.0.23

Can't send test mail to myself via the internal Exchange server. This worked in prior releases. Nothing about SMTP in the log file, but I have these entries:

IntegrationRunner[InternalReceiver] ERROR c.h.u.i.a.internal.InternalReceiver - Problem checking for new integration messages

Hosting device health is ok.

The device is registered with HPE

But times out on email submission...

thanks

Re: Email issues

toddg1 — Mon, 30 Oct 2017 12:28:23 GMT

Without any more logging than that, I guess it's going to be required for you to open a support case.

A few things to check: Has the password to the exchange server changed and needs to be updated, or something simple like that? (I assume you've probably checked all the simple things)

Re: Email issues

Chovav58 — Mon, 30 Oct 2017 14:01:09 GMT

I ran wireshark and I can tell that no connection was even made to the mail server. So its not an authentication issue, its a functionality issue

which logs are relevant?

Re: Email issues

toddg1 — Mon, 30 Oct 2017 14:07:05 GMT

It will be the latest hprs-<date>*.log - but likely the support team would ask you to increase specific logging levels to add more debug information into the log before sending the logs to them.

Re: Email issues

Chovav58 — Mon, 30 Oct 2017 15:28:19 GMT

where is the smtp server name stored? i could not find it in the hpirs.xml, where the port and from mail are stored. maybe this is the problem

Re: Email issues

toddg1 — Mon, 30 Oct 2017 15:32:00 GMT

That value is not stored in the hprs.xml file - but instead in a database table.

Re: Email issues

Chovav58 — Tue, 31 Oct 2017 05:38:35 GMT

So how can I verify that value? I suspect it is not set up right or empty

Re: Email issues

Chovav58 — Tue, 31 Oct 2017 07:08:21 GMT

remove 7.8 and applied 7.6 - email works well