[Imported] Callouts Not Calling Out

[sbeadle]

>>Message imported from previous forum - Category:ClearSCADA Software<<
User: kvacola, originally posted: 2019-09-13 21:42:05 Id:514
Having an issue where we have callout redirection enabled, a valid user email address, but the callout is not being sent.

System events show the callout is sent. There's no error on the callout itself (events are empty for the time frame), and other sites are working for the same callout and user email address.

Is there a way to "turn up" the event logging to see what it's actually doing, or some other way to trace this?

[sbeadle · Accepted solution]

>>Responses imported from previous forum

Reply From User: JesseChamberlain, posted: 2019-09-16 05:06:17
Look in the DB log, your email server might be returning something. Otherwise look at the email server itself.

Reply From User: BevanWeiss, posted: 2019-09-18 21:40:54
We are definitely talking about an Email Redirection here right?
I know Jesse has assumed it because you mentioned 'user email address'.
But obviously if this is a TAP / SMS Redirection then the email address means nothing...

As Jesse said however, looking in the DB logs would give you more information. You may need to change the logging verbosity (via the Server Status tool) to get more information to track it down further.

Reply From User: du5tin, posted: 2019-09-27 14:48:09
Make sure the Alarm redirection logging object is turned on inside the server status tool. See attached.

There will be logging events associated with the alarm and subsequent email. If the SMTP relay you are using encounters an error __usually__ this gets kicked back and shows up in the event journal in ViewX. But if the SMTP server responds back with no error CS is going to assume the email got out fine.

If everything looks fine on the CS side then the issue can sometimes be on the email server, or its getting filtered to junk. Then you need an IT/email admin resource to help trace the message through the email system. I have had this happen before. Also have had standalone email servers in the field get blacklisted (almost impossible to reverse). So now we almost always try to use a client's SMTP relay if they have one. If not we try to revert to O365 or gmail. If that isn't an option we have a relay using the Simple Notification Service on AWS that we allow clients to use.

Reply From User: kvacola, posted: 2019-10-01 21:17:21
The situation resolved itself on its own... for no apparent reason other than yet another enable/disable of the redirections. But I'll be sure to try further debugging next time with the methods described.

Reply From User: geoffpatton, posted: 2019-10-04 20:53:49
Are you using a email service or an in house emial server? We had a customer that was on a service that started limiting the number of emails so when they exceeded x amount of emails in a day they would fail to be delivered. They bought a domain just for their alarm emails and setup a little Linux email server.