impossible to send message to

[Eraserhead]

Ever since i upgraded my VPS to Ubuntu 16.4 and OTRS to 5 i have problems when sending e-mails that include images or attachments. Here is an example:

Backend ERROR: OTRS-CGI-10 Perl: 5.22.1 OS: linux Time: Wed Nov 22 16:18:14 2017

Message: Impossible to send message to: "Hans Potharst" <hans.potharst@live.nl>, "Rob Smit" <rob@standexmedia.nl>, "Raymond Manuhutu" <raymond@standexmedial.nl> .

RemoteAddress: 82.95.238.35
RequestURI: /otrs/index.pl

Traceback (8192):
Module: Kernel::System::Ticket::Article::ArticleSend Line: 2271
Module: Kernel::Modules::AgentTicketEmail::Run Line: 1358
Module: Kernel::System::Web::InterfaceAgent::Run Line: 1055
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

In the OTRS log it says:

Can't send message: 421[Net::SMTP::_SSL] Connection closed! Enable Net::SMTP debug for more info!

I enabled debugging like this:

cd /opt/otrs/Kernel/System/Email
nano SMTP.pm
Comment out the " $Self->{Debug} = $Param{Debug} || 0;" in SMTP.pm and replace it with this line:

$Self->{Debug} = 1000;

Then see what is going on in the log.
cd /var/log/apache2
nano error.log

All i see there is basically the same error info:

ERROR: OTRS-CGI-10 Perl: 5.22.1 OS: linux Time: Wed Nov 22 16:18:14 2017

Message: Impossible to send message to: "Hans Potharst" <hans.potharst@live.nl>, "Rob Smit" <rob@standexmedia.nl>, "Raymond Manuhutu" <raymond@standexmedial.nl> .

RemoteAddress: 82.95.238.35
RequestURI: /otrs/index.pl

Traceback (8192):
Module: Kernel::System::Ticket::Article::ArticleSend Line: 2271
Module: Kernel::Modules::AgentTicketEmail::Run Line: 1358
Module: Kernel::System::Web::InterfaceAgent::Run Line: 1055
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

Another example:

Backend ERROR: OTRS-CGI-10 Perl: 5.22.1 OS: linux Time: Wed Nov 22 16:23:53 2017

Message: Impossible to send message to: "Jeanine Branderhorst" <info@brightline-teleservice.nl> .

RemoteAddress: 82.95.238.35
RequestURI: /otrs/index.pl

Traceback (9823):
Module: Kernel::System::Ticket::Article::ArticleSend Line: 2271
Module: Kernel::Modules::AgentTicketCompose::Run Line: 859
Module: Kernel::System::Web::InterfaceAgent::Run Line: 1055
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

Am i doing the debugging correctly? I'm editing SMTP.pm but my sendmail module is SMTPS.

Please help!

[root]

Hi,

What's the exact version you've installed?

- Roy

[Eraserhead]

I thought i had replied to this already but it seems not....

cat /opt/otrs/RELEASE
PRODUCT = OTRS
VERSION = 5.0.23
BUILDDATE = Tue Sep 12 01:53:35 CEST 2017
BUILDHOST = otrsbuild.otrs.com

[Eraserhead]

Can anyone help? I have no idea how to diagnose this problem or to solve it.

[fcasal]

it sends mail without attachments?

[Eraserhead]

What happens is that i cannot reply to a ticket that either has an inline image like this:




Or when i add an attachment to my reply. In both situations i get this error screen and don't know what's causing it:

[Eraserhead]

Anyone who can help? This issue is still haunting me on a daily basis. I just found out that certain html code inside the body of the ticket also prevents me from sending.

[lido]

Have you read this thread and respective suggestions?

Have you tried sending an email similar to the one that's giving problems on OTRS but directly through smtp? This would help to diagnose if the issue is with OTRS/perl or the mail server/daemon itself.

[Eraserhead]

Thank you, i was able to fix my problem with the tips in that thread. I will post back there!