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#636928 05/27/20 05:33 PM
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Hello-I have a customer with a CIX100 and an iES16-XP. They are using unified messaging on a couple of mailboxes and it has recently stopped delivering the emailed messages on all of the um boxes. I haven't had any trouble with the system since we installed it years ago, so my troubleshooting of the um part of it is definitely lacking. Any suggestions? Thanks-John

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That usually has to do with the SMTP client

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About 99% of the time when messages stop coming to email, something has changed on the email service. The way Stratagy sends email messages worked well when most businesses had a local exchange server, but now that most use a cloud service, it has become much more difficult to send messages.

The first step is to see if the customer changed email services. About half the their IT moved them over to another service and just figured that the messages would keep coming. Another 25% of the time there are network changes to the firewall, or DHCP or DNS server. A few time there are changes to the email service provider that start to reject the messages.

So first you will have to have a conversation with the customer regarding their email services, and if there are any changes to network or email recently. Also get the Stratagy log files. They will usually tell you about the conversation that Stratagy had with their mail server.

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^ Ditto:

I don't know anything about the Strategy IES, but I have encountered this on several other voice mail systems. Every time, it has been due to an change in the customers DNS server settings. This most often occurs when they switch ISPs or replace routers and forget to tell us.


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The best way to troubleshoot this is to run the Stratagy trace. Choose SMTPSEND_New Message as the template and the user you're testing with. Pick the color red as the text so that it stands out in the trace log. Then leave a message for the user and look at the trace which is in real time. The general steps the iES does when it tries to send out is that it does an NSLOOKUP to find the SMTP server. It needs a valid DNS server to do this as Ed pointed out above. You will see that in the trace if it fails to resolve the domain. However, it skips this step if in the Stratagy parameters has the sys_smtpserver_gateway defined. If that field is defined, make sure it's valid. If it gets as far as contacting the SMTP server, you will see the response from server. Another common problem is that the customer's IP is blacklisted. If so, you will see that in the trace.

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Thanks everyone for the help. The customer's IT had made a change in their SMTP server. Thanks again!


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