Cannot send Autosupport , error message: Unknown User

Transcription

1 Cannot send Autosupport , error message: Unknown User Symptoms Unable to send Autosupport s and the following error message is reported: asup.smtp.fail sid=asup.smtp.fail&emsversion=1 or asup.smtp.reject sid=asup.smtp.reject&emsversion=1 Cause Relaying on the mail server server may not be configured properly. The relay mailserver be configured to treat netapp.com as a local domain. On the mailhost either relaying is denied or misconfigured. The antivirus check of the mailrelay might have altered the subject. Solution To determine if the mail host is configured properly for relaying, complete the following steps: 1. From a Windows, UNIX or Linux host, telnet to port 25 of the mailhost. telnet mailhost Enter the following commands: HELO <DOMAIN NAME>[enter] MAIL FROM:[Your_ _address] [enter] RCPT TO:autosupport@netapp.com [enter] If a message is received similar to "Relaying denied", contact the mail host vendor for assistance. However, if the dialogue returns "Ok", then continue.

2 DATA [enter] SUBJECT: TESTING [enter] THIS IS A TEST [enter]. [enter] Note: Make sure to issue the last period (.) on a line by itself. This tells the mail server that the message is complete. If a message is received stating "Unknown User" or "Unknown mailbox," the mailhost is attempting to deliver addresses to autosupport@netapp.com to a local user on your own network, which is a indication that relaying is not configured properly, or your mailserver thinks netapp.com is a local domain. Contact your mail host vendor for assistance. For example, in Sendmail versions 8.x, adding the "netapp.com" domain name and thestorage system IP to the /etc/mail/relay-domains file may resolve the issue. How to troubleshoot sending AutoSupport (ASUP)s from a networking perspective Description Connection refused from mailhost SMTP relay not working Determine if the problem is the mail server Verify that SMTP gateway is working correctly Procedure To determine if the problem is the mail server: To delineate ASUP problems, try setting up a freeware SMTP gateway on the client. For example, ArGoSoft from This application has a log that can be useful when troubleshooting. Quick setup instructions: 1. Install the the ArGoSoft mail server on the desktop 2. On the General tab, configure the DNS server (hit the? mark to have it browse for one) 3. Select the enable relay button 4. Go to the Logging tab and select all of the logging functions

3 5. Verify the mail server is started 6. On the filer, make the following changes: o o options autosupport.mailhost <ip of your desktop>options autosupport.doit test 7. Check to see if any errors are encountered on the filer or the log of the new mail server. If able to receive ASUPs with this configuration, then the issue points to the mail server. To verify that SMTP gateway is working correctly: From the mail host such as Exchange, do the following: 1. Go to Start > File > Run > cmd.exe telnet helo mail from: Filer@testdomain.net rcpt to: <your account >data This is a testmail! quit 2. If this can be performed successfully, and an is received, then the SMTP gateway is working. Note: Some servers do not allow SMTP traffic to talk on port 25. Ensure the TCP port for communication is 25. To check this do the following on the Exchange box: o o o Check SMTP Virtual Server > Properties > Connections to determine if the filer is allowed to use SMTP relay Check the SMTP Virtual Server > Properties > Access. Check to see if the filer is allowed to access port 25 If changes were made to these settings, a forced update may be needed from Active Directory to sync the changes AutoSupport is configured, but status is OFF Symptoms AutoSupport is received, but cases are not auto-generated. Cause -- Solution Verify the following: AutoSupports are configured correctly using http, https, proxy or smtp.

4 AutoSupports are received locally. If AutoSupports are received locally but not externally, check that relaying is properly configured on the mail server. AutoSupports are received to an address outside the company network (a personal address). AutoSupports are received by NetApp. Generate a manual AutoSupport: filer>options autosupport.doit WEEKLY_LOG Note: AutoSupport status will be updated within four hours to AutoSupport ON. Related Links: Autosupport could not post to autosupport server Symptoms 400 Bad Request (The HTTP request includes a non-supported header. Contact the Server administrator.) Autosupport could not post to AutoSupport server Cannot post AutoSupport using transport http Cause Autosupport cannot send username password to proxy server Solution In Data ONTAP 7, AutoSupport can post through a proxy server but it cannot negotiate with a proxy server that requires authentication (username/password). Use a proxy server that does not require authentication or change transport to SMTP. The ability to authenticate with a proxy server during AutoSupport submission is added in Data ONTAP 8. How to set up the Autosupport

5 Description Set up Autosupport feature Procedure To set up Autosupport, you need to specify mail hosts, specify addresses for Autosupport mail, specify the filer administrator's address, set up the command to send an immediate message, and specify the recipients of short messages sent by Autosupport. 1. Specify mail hosts The command to specify hosts that send Autosupport messages to NetApp Technical Support is: options autosupport.mailhost hostname,... You can specify up to five mail host names. Separate the names with commas, and do not include spaces in the list. (Default host name is the administration host.) For example: options autosupport.mailhost host1,host2,host3 NOTES: The filer can send Autosupport messages by SMTP (port 25), HTTP (port 80), or HTTPS (port 443). HTTPS is the default. If the network connection does not allow HTTPS or HTTP, you must configure Autosupport for SMTP. To use HTTP or HTTPS to send Autosupport messages, you need to configure an HTTP or HTTPS proxy. For information about configure HTTP or HTTPS proxy through Autosupport options, see the following documents: Data ONTAP System Administration Storage Management Guide > Configuring Autosupport Autosupport Manual Pages Note: Proxy only needs to be configured if the local network configuration requires it. See page 333 of the Man Pages. The autosupport.support.proxy options allows you to set an HTTP proxy if necessary. This is useful only if autosupport.support.transport is HTTP or HTTPS. Since the web proxy access syntax is usually specific to the site. it is not possible to show all the possible examples. When using with Microsoft's ISA Server (Internet Security and Acceleration Server) If that server has a non-authenticating HTTP(s) proxy setup, set autosupport.support.transport to http(s) and autosupport.support.proxy to. 2. Specify addresses for Autosupport mail The command for specifying the recipients of automatic messages sent by the Autosupport daemon is: options autosupport.to addresses,... You can specify up to five addresses. Separate the addresses with commas, and do not include spaces in the list. (Default address is

6 For example: options autosupport.to Be sure to enter the actual command on a single line. 3. Specify the filer administrator's address Sometimes NetApp Support may need to contact the administrator of the filer after receiving automatic Autosupport . The options command for specifying the filer administrator is: options autosupport.from address. For example: options autosupport.from jdoe@abc.com If there is a need to determine whether further action is necessary for solving or prevent filer problems, NetApp Technical Support sends to jdoe@abc.com. 4. Send an immediate message The command to send an automatic message immediately is: options autosupport.doit string The string is used in the subject line of the message to explain why the was sent. For example: options autsupport.doit TESTING Immediate messages contain the same filer data as automatic Autosupport messages. Example of what you should see: FILER> Wed Jul 26 09:48:08 PDT [asup_main]: System Notification mail sent 5. Send a short message The options autosupport.noteto command specifies the recipients of short messages sent by autosupport. The short messages are for urgent events such as disk failures or filer reboots. The following is an example of the short message: Return-Path: Received: from toaster by netapp.com (4.1/SMI-4.1) id AA14370; Thu, 26 Sep 96 07:51:31 PDT Message-Id: < AA14370@netapp.com> From: autosupport To: jdoe Date: Thu, 26 Sep :51: Resent-Date: Thu, 26 Sep :58:42 PDT Subject: System Alert from toaster REBOOT on Thu Sep 26 07:51:27 PDT 1996 Short messages are useful if the person who should be notified of urgent events reads e- mail on a small screen such as that on an alphanumeric pager. 6. Set up Autosupport with HTTP, HTTPS, or resolve issues from upgrading Data ONTAP.

7 Autosupport is not sent due to mail server configuration Symptoms Autosupport is on but NetApp records indicate Autosupport is OFF. Autosupport configured properly but autosupport not received at NetApp. Internal to customer site the mail is received but external mail addresses are not. Message did not reach some or all of the intended recipients. The following recipient(s) could not be Do not have permission to send to this recipient. Autosupport got rejected as spam. Autosupport undelivered. Cause -- Solution Possible issues: Mailer is not setup to forward mail to external addresses. To check if forwarding is enable - Include an outside mail address such as a Hotmail/Yahoo account to the TO: field to verify mail will leave the company Mailer may be setup (e.g. using spam scanner software) to block due to the large size of autosupport . To check - Include an outside mail address such as a Hotmail/Yahoo account in the NOTETO:field Spam blocking on server Correct the server configuration for spam blocking, or contact the mail server administrator.

8 Error message: Autosupport mail was not sent because the mail host rejected the SMTP section Symptoms Autosupport does not send . Antivirus software is blocking messages when autosupport.content is set to minimal. Error message: Autosupport mail was not sent because the system cannot reach any of the mail hosts. Cause Autosupport was not properly configured. A firewall may be blocking communication between the filer and SMTP port 25 on the mail server. Antivirus check of the mailrelay may have altered the subject. Solution Perform the following tasks if Autosupport is not sending s: 1. If a firewall is in use, verify SMTP port 25 is not blocked between the storage system and the mail server. 2. If the storage system's /etc/messages file is large, the mail host may reject AutoSupport . Disable the storage system options that cause unnecessary messages to be logged. For example, if 'options cifs.trace_login' is enabled, every CIFS login will be logged in the /etc/messages file causing the file to be large. 3. Verify AutoSupport is turned on by typing: Data ONTAP 8 7-Mode: options autosupport.enable Data ONTAP 8 Cluster-Mode: system autosupport modify -node node_name - state enable 4. Verify the address AutoSupport is being sent to is correct by entering:

9 Data ONTAP 8 7-Mode: options autosupport.to Data ONTAP 8 Cluster-Mode: system autosupport show 5. Verify the mailhost is correct by entering: Data ONTAP 8 7-Mode: options autosupport.mailhost BR/GX mode : system autosupport show When using the hostname rather than the IP address for the mailhost, the storage system must be able to resolve the name. Use the IP address if any name resolution problems exist. The mailhost can be set by enteringbr /> Data ONTAP 8 7-Mode: options autosupport.mailhost IP_or_hostname Data ONTAP 8 Cluster-Mode: system autosupport modify -node node_name - mail-hosts mailhost 6. Initiate an AutoSupport by entering: Data ONTAP 8 7-Mode: options autosupport.doit TEST Data ONTAP 8 Cluster-Mode: system autosupport invoke -node node_name - message TEST 7. See if the console or /etc/messages file log messages that AutoSupport was successfully sent. 8. If AutoSupport was not sent, enter the following commands to confirm the storage system can reach the mailhost and that the hostname resolves to the proper IP address. Data ONTAP 8 7-Mode: ping -s hostname Data ONTAP 8 Cluster-Mode: network ping -node node_name -destination <remote inetaddress> 9. For UNIX / Linux mailhosts: Log onto the the mailhost and enter # netstat -an grep "*.25" to confirm that the host is listening for SMTP requests. Note: If SMTP is not working on the mailhost, refer to the client documentation to troubleshoot it. The response should be similar to this: tcp 0 0 *.25 *.* LISTEN The above response shows that the mailhost is listening for SMTP requests on port 25. For Windows 2000/2003 mailhosts: Log onto the Windows server, open a command prompt and enter: netstat -a find /i "SMTP"code>

10 Notes: The response should be similar to this: TCP exch2k7-corp:smtp exch2k7-corp.co.sample.com:0 LISTENING The above response shows that the mailhost is listening for SMTP requests on port Test the port by telneting to the SMTP port from another host: # telnet mailhost 25 Trying Connected to mailserver. Escape character is '^]'. 220 mailserver.domain.com Sendmail X.X/SMI-X.X ready at Thu, 30 Nov 95 10:49:00 PST In the above example, the telnet response of mailhost mailserver shows that the SMTP process is responding and accepting connections. The default address autosupport@netapp.com should remain included so that NetApp receives a copy of the AutoSupport message to assist with technical problems. To add additional addresses separate them with commas. For example: Data ONTAP 8 7-Mode: options autosupport.to autosupport@netapp.com,user@ .com Data ONTAP 8 Cluster-Mode: system autosupport modify -node node_name -to autosupport@netapp.com,user@ .com For storage systems running Data ONTAP 7.0RC5, some settings for the AutoSupport fields are autosupport.support, not just autosupport. When autosupport.content is set to minimal, the hostname, MAC address, and SNMP contact will be displayed as "xxxx". The "xxxx" may cause antivirus software to block the message. To receive the complete AutoSupport, type the following: options autosupport.content complete