AP9630 NMC on Smart-UPS 3000 cannot send emails - Test e-mail failed; SMTP configuration error.

[Anonymous user]

This issue is driving me nuts!  We've got a number of Smart-UPS ranging from 750 to 15000 with NMC 2's installed (AP9630).  They're all using the same configuration for the SMTP alerts so I know they're correct.

Furthermore, and after updating the firmware on the problem UPS, it successfully sent out email notifications on its way back up, so I know the settings do work.

But for some reason, whenever I attempt to test the email settings, I get "Test e-mail failed; SMTP configuration error.".  The only time I've received any emails from the NMC recently has been when the NMC was restarted.

Has anyone else had this problem?  I'm running out of things to try.

Thanks,

Matty Brown.

[BillP]

Hi Matty,

What firmware version did you upgrade to? 

If possible, can you share the .tar file from the NMC so we can check the configuration, event logs, etc? Instructions on grabbing the .tar file (and other logs) is here ->  http://www.apc.com/us/en/faqs/FA156131 This .tar file will give me the firmware version too, assuming you're using a v6.X.X version (green and white interface). If blue and white interface (v5.X.X), you'll have to get the log files individually - event.txt, data.txt, and config.ini. For Smart-UPS, AOS 6.4.6/Smart-UPS 'sumx' application v6.4.6 is the latest.

I was also wondering how many recipients were configured and if none of them worked. And if it is possible to try another recipient and server .. like using a personal email account on Gmail, Outlook.com, etc just for a test to see if it is specific to your current configuration or even DNS issue.

Also, on newer firmwares, you should see Last Server Response field when doing a test. I would want to know what that says as well during any tests, particularly when they fail.

[Anonymous user]

Hi Angela

On 1/5/2017 10:22 PM, Angela said:

What firmware version did you upgrade to? 

We upgraded firmware from v6.2.0 to v6.4.6.

On 1/5/2017 10:22 PM, Angela said:

If possible, can you share the .tar file from the NMC so we can check the configuration, event logs, etc?

Attached.  Please can you download and remove from this forum?

On 1/5/2017 10:22 PM, Angela said:

I was also wondering how many recipients were configured and if none of them worked. And if it is possible to try another recipient and server .. like using a personal email account on Gmail, Outlook.com, etc just for a test to see if it is specific to your current configuration or even DNS issue.

There were 2 recipients configured.  One of which was disabled and I've since deleted as it's not needed.  Neither one was sending any emails before or just after the firmware update.  The DNS lookup test worked OK, so I 'm pretty sure it wasn't an issue resolving the IP address for the SMTP server.

On 1/5/2017 10:22 PM, Angela said:

Also, on newer firmwares, you should see Last Server Response field when doing a test. I would want to know what that says as well during any tests, particularly when they fail.

The email notification tests gave the response: "Test e-mail failed; SMTP configuration error."

Randomly, the UPS did a self-test and successfully sent two emails yesterday afternoon, about 7-8 hours after we'd updated the firmware and concluded that there was still an issue sending test notifications.  The configuration had not been changed between testing and the auto self test so I really can't explain why it the problem seems to have resolved itself.  During testing, we'd kept an eye on the firewall policy logs and had determined that when the NMC was attempting to send test emails, it wasn't getting as far as attempting to communicate with our SMTP server - so the problem is likely internal (firmware), hence we updated the firmware to see if that fixed the problem.

Thanks,

Matty Brown.

[BillP · Accepted solution]

Hi Matty,

I got the file, thank you, and deleted it from your post. I am running out of time today in the office but I will attempt to get back to you in a little bit or sometime on Monday when I get a chance to review the files more closely.