OTRS 5.0.21 unable to send e-mail with attachment (only for some user)

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Thomymaster
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Posts: 76
Joined: 26 Sep 2016, 10:50
Znuny Version: 5.0.12
Company: MPImF Heidelberg

OTRS 5.0.21 unable to send e-mail with attachment (only for some user)

Post by Thomymaster »

Hi

I am facing a strange issue.

I can send e-mails (E-Mail outbound) without and with attachments with no issues.

However a colleague of mine gets an error when he tries to send en e-mail with an attachment (without, it works fine).
He has the same permissions as my user account and the error message he gets is:

Code: Select all


 Traceback (13522): 
   Module: Kernel::System::Ticket::Article::ArticleSend Line: 2271
   Module: Kernel::Modules::AgentTicketEmailOutbound::SendEmail Line: 1182
   Module: Kernel::Modules::AgentTicketEmailOutbound::Run Line: 68
   Module: Kernel::System::Web::InterfaceAgent::Run Line: 1054
   Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 40
   Module: (eval) (v1.99) Line: 207
   Module: ModPerl::RegistryCooker::run (v1.99) Line: 207
   Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 173
   Module: ModPerl::Registry::handler (v1.99) Line: 32
/var/log/otrs.log shows

Code: Select all

[Thu Aug  3 11:56:16 2017][Error][Kernel::System::Email::SMTP::Send][171] Can't send message: 421[Net::SMTP::_SSL] Connection closed! Enable Net::SMTP debug for more info!
[Thu Aug  3 11:56:16 2017][Info][Kernel::System::Email::Send] Error sending message
[Thu Aug  3 11:56:16 2017][Error][Kernel::System::Ticket::Article::ArticleSend][2271] Impossible to send message to: "Thomas" <...@...> .
What can i do?

Best,
Thomsd
OTRS 5.0.12 on Ubuntu 14.04 LTS
OTRS 5.0.27 on Ubuntu 16.04 LTS
Thomymaster
Znuny newbie
Posts: 76
Joined: 26 Sep 2016, 10:50
Znuny Version: 5.0.12
Company: MPImF Heidelberg

Re: OTRS 5.0.21 unable to send e-mail with attachment (only for some user)

Post by Thomymaster »

Ok to be more specific (this only happens when sending mail with attachments):

-On some machines it works, on some others not.
-What always works is sending an email with an attachment only to yourself.
OTRS 5.0.12 on Ubuntu 14.04 LTS
OTRS 5.0.27 on Ubuntu 16.04 LTS
root
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Re: OTRS 5.0.21 unable to send e-mail with attachment (only for some user)

Post by root »

Hi,

Did you checked all of the following?
* attachment size
* attachment type, maybe forbidden by your smtp server
* what does the response code 421 of your SMTP really says
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