Impossible to send message to: (mailaddress)

[bcerk]

Please help if you can - this is really troubling us ...

An error "Impossible to send message" appears every time agent sends a response with a pasted screenshot within text (this would be a VERY helpful feature if it would work). Only one or two really tiny pictures pasted within text are usually ok, but anything more - it stops with this error, message not sent. The same usually happens when the attachments go over few KB in combined size. Only few small attachments can be sent.
But there is another error displayed if the combined message size is over about 10 MB (413 Request entity too large - POST_MAX=9765.625KB), so the problem shouldn't be just because of the size of the message.
Is there another configuration setting for this?

Also there shouldn't be a problem with SMTP mail server, since I tested with 3 different SMTP servers (Office 365, Godaddy, and a local linux server provider), all with the same results. After OTRS error message there is no error log on SMTP server, but there is a success log after the message is sent. So I guess the problem still lies on the OTRS side?
Support data collector shows all green on all three tested OTRS 5.0.4 servers (all RedHat 6.7, Perl 5.10.1), and they all behave the same (regarding this error).

The full error message is:

Code: Select all

Backend ERROR: OTRS-CGI-6 Perl: 5.10.1 OS: linux Time: Sat Jan 16 19:55:34 2016 Message: Impossible to send message to: bostjan@acon.si . RemoteAddress: 10.20.1.52 RequestURI: /otrs/index.pl Traceback (1453): Module: Kernel::System::Ticket::Article::ArticleSend Line: 2228 Module: Kernel::Modules::AgentTicketCompose::Run Line: 839 Module: Kernel::System::Web::InterfaceAgent::Run Line: 1041 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 40 Module: (eval) (v1.99) Line: 204 Module: ModPerl::RegistryCooker::run (v1.99) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31

System log shows the following three messages:

Code: Select all

Sat Jan 16 19:55:34 2016	error	OTRS-CGI-6	Impossible to send message to: bostjan@acon.si .
Sat Jan 16 19:55:34 2016	info	OTRS-CGI-6	Error sending message
Sat Jan 16 19:55:34 2016	error	OTRS-CGI-6	Can't send message: 421[Net::SMTP::_SSL] Connection closed! Enable Net::SMTP debug for more info!

SMTP error code 421 means server/service not available, but it's not the case, since If the agent returns to the previous screen and removes the inline screenshot, the same message is sent without problem.

Could it be something with the way OTRS 5 stores inline pictures? With code of message revealed, it's written like this:

Code: Select all

<img alt="" height="158" src="/otrs/index.pl?Action=PictureUpload;FormID=1452971519.2615495.91663466;ContentID=inline495587.01654575.1452971519.2615495.91663466@helpdesk.maop.si" width="631" />

And I guess it's correct, since the pasted image is displayed ok.

I was also trying to change Ticket::StorageModule to FileSystem, but the problem remained.

Thank you in advance for any help.

[crythias]

Impossible to send means you are blocked from sending. Most likely this is a problem with:

not having a way to send email at all (MTA is not functional, it is functional but is blocked)
not conforming to sender criteria (The sender is not allowed to send this.)
exceeding outbound message size limits established by your MTA (or OTRS, perhaps)

Whatever SMTP server you're using to relay messages through likely has the better answer to your question.

[bcerk]

Tried several things, but nothing worked, so finally I changed settings from SMTPS / SMTPTLS to ordinary SMTP. Now it works perfectly with two of three SMTP servers -- all mails with any kind of attachments are sent without delay (which was visible before). But without security this is only a temporary solution (also, office365 server does not support ordinary SMTP any more). So if you might know a better way, please let me know.

[EXG133]

Enable Debug (see link below) and try again with your original config:

viewtopic.php?f=62&t=28950&p=117040&hilit=SMTP#p117040

[giovannib]

We have the same problem with "421[Net::SMTP::_SSL] Connection closed! Enable Net::SMTP debug for more info!" error in log when we try to reply to a message having inline images. Removing them the problem vanishes.
Mail server is outl0ok365/exchange and OTRS versione i 5.0.7
Are there any updates on the issue?
Thanks.

[jojo]

check your mailserver logs
update to the latest patchlevel (your version is also vulnerable to some critical security issues!)

[giovannib]

Thanks jojo but I may have not access to the server logs being a cloud service and so on.
Guess it's better to check for local errors on OTRS before, like enabling debug on SMTP; there must be something with security as OTRS3 on the same exchange server worked fine.