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SMTP urgent issue

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Hi Experts 

 

In our environment SM is configured to sent emails through SMTP integration within Service Manager. 

 

Recently, we have faced an issue like SMTP becomes stale (idle) for a long time and only resolution is restart the SM service since we have configured emailout in sm.cfg file.

 

I Would like to know what may be the causes for this and sadly I am not able to get the logs since the issue was reported to me after 40 hours and only then I noticed SMTP has been idle for 1 16:00:05 or so .

 

Is this a known issue ? Has anyone faced it before? 

 

Also is there anyway we can set up a monitoring to monitor the SMTP process with SM ? 

 

Any help will be appreciated.

 

regards

AB

 

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Hi all

 

Apparently HP support has bot back saying SMTP drop is due to the Loadbalancer setup in our environment. There may be some nodes detached which will cause a timeout in some background process. Resolution will be to upgrade SM 9.33.0035 to SM 9.33 p3 version for server patch.

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What version of Service Manager is running? Earlier versions of 9.30 and 9.31 experienced this problem and it was fixed by R&D with later versions beginning with 9.31.2004P2.  If SM is on 9.30 or early 9.31 then upgrade the server RTE to 9.31.2004P2 or higher.

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Hi Brett

 

Thanks for your reply. We are using 9.33 in our environment. 

 

I am checking with HP on some hotfix available.

 

Regards

AB

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For the specific problem I am referring to the resolution should already be coded into 9.33. When the problem occurs you should look in the sm.log to see what errors are being reported. 

 

 

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Hi Brett

 

We faced the issue agian recently , below is the log messages at the time when it stopped.

 

om.sun.mail.smtp.SMTPTransport.issueSendCommand(SMTPTransport.java:1388)
3736( 6060) 08/18/2015 15:58:22 com.sun.mail.smtp.SMTPTransport.mailFrom(SMTPTransport.java:959)
3736( 6060) 08/18/2015 15:58:22 com.sun.mail.smtp.SMTPTransport.sendMessage(SMTPTransport.java:583)
3736( 6060) 08/18/2015 15:58:22 com.hp.ov.sm.server.utility.htmlemail.impl.MailSessionImpl.sendInner(MailSessionImpl.java:645)
3736( 6060) 08/18/2015 15:58:22 com.hp.ov.sm.server.utility.htmlemail.impl.MailSessionImpl.sendMail(MailSessionImpl.java:603)
3736( 6060) 08/18/2015 15:58:22 com.hp.ov.sm.server.utility.htmlemail.impl.MailSessionImpl.access$000(MailSessionImpl.java:53)
3736( 6060) 08/18/2015 15:58:22 com.hp.ov.sm.server.utility.htmlemail.impl.MailSessionImpl$EmailTask.process(MailSessionImpl.java:782)
3736( 6060) 08/18/2015 15:58:22 com.hp.ov.sm.server.utility.htmlemail.impl.MailSessionImpl$MailThread.handleTask(MailSessionImpl.java:929)
3736( 6060) 08/18/2015 15:58:22 com.hp.ov.sm.server.utility.htmlemail.impl.MailSessionImpl$MailThread.process(MailSessionImpl.java:918)
3736( 6060) 08/18/2015 15:58:22 com.hp.ov.sm.server.utility.htmlemail.impl.MailSessionImpl$MailThread.run(MailSessionImpl.java:858)
3736( 6060) 08/18/2015 15:58:22 java.lang.Thread.run(Unknown Source)
3736( 6060) 08/18/2015 15:58:22 JRTE I Unable to send mail, retry one more time.
1820( 5744) 08/18/2015 15:58:22 JRTE I Creating new worker thread 20ED36AF5FB66203271497AFC80E0194 t@809
1820( 6352) 08/18/2015 15:58:22 RTE I Using "utalloc" memory manager, mode [0]
1820( 6352) 08/18/2015 15:58:22 RTE I Using unique key mode
1820( 6352) 08/18/2015 15:58:22 RTE I Process sm 9.33.0035 () System: 13080 (0x784DFB00) on PC (x64 64-bit) running Windows Server 2008 R2 Enterprise SP1 (6.1 Build 7601) Timezone GMT+08:00 from SGTAPRDSMA01
1820( 6352) 08/18/2015 15:58:22 RTE I Connected to SOAP client at 10.251.10.135
1820( 6352) 08/18/2015 15:58:22 RTE I Thread attaching to resources with key 0x784DFB00
1820( 6352) 08/18/2015 15:58:22 RTE I Thread 20ED36AF5FB66203271497AFC80E0194 initialization done. Thread 50 of 60.
1820( 6352) 08/18/2015 15:58:22 RTE I Total sessions since process began: 1078
1820( 6352) 08/18/2015 15:58:22 RTE I SOAP client information scguiwweb 9.33.0035 () at 10.251.10.225 Browser Chrome 43.0.2357.130 AppServer Apache Tomcat 7.0.47
3736( 6060) 08/18/2015 15:58:22 JRTE I Connect to mail server sucessfully. [10.90.193.101]:25
3736( 4956) 08/18/2015 15:58:22 com.sun.mail.smtp.SMTPTransport.issueSendCommand(SMTPTransport.java:1388)
3736( 4956) 08/18/2015 15:58:22 com.sun.mail.smtp.SMTPTransport.mailFrom(SMTPTransport.java:959)
3736( 4956) 08/18/2015 15:58:22 com.sun.mail.smtp.SMTPTransport.sendMessage(SMTPTransport.java:583)
3736( 6600) 08/18/2015 15:58:22 com.sun.mail.smtp.SMTPTransport.issueSendCommand(SMTPTransport.java:1388)
3736( 4956) 08/18/2015 15:58:22 com.hp.ov.sm.server.utility.htmlemail.impl.MailSessionImpl.sendInner(MailSessionImpl.java:645)
3736( 6600) 08/18/2015 15:58:22 com.sun.mail.smtp.SMTPTransport.mailFrom(SMTPTransport.java:959)
3736( 4956) 08/18/2015 15:58:22 com.hp.ov.sm.server.utility.htmlemail.impl.MailSessionImpl.sendMail(MailSessionImpl.java:603)
3736( 6600) 08/18/2015 15:58:22 com.sun.mail.smtp.SMTPTransport.sendMessage(SMTPTransport.java:583)
3736( 4956) 08/18/2015 15:58:22 com.hp.ov.sm.server.utility.htmlemail.impl.MailSessionImpl.access$000(MailSessionImpl.java:53)
3736( 6600) 08/18/2015 15:58:22 com.hp.ov.sm.server.utility.htmlemail.impl.MailSessionImpl.sendInner(MailSessionImpl.java:645)
3736( 4956) 08/18/2015 15:58:22 com.hp.ov.sm.server.utility.htmlemail.impl.MailSessionImpl$EmailTask.process(MailSessionImpl.java:782)
3736( 6600) 08/18/2015 15:58:22 com.hp.ov.sm.server.utility.htmlemail.impl.MailSessionImpl.sendMail(MailSessionImpl.java:603)
3736( 4956) 08/18/2015 15:58:22 com.hp.ov.sm.server.utility.htmlemail.impl.MailSessionImpl$MailThread.handleTask(MailSessionImpl.java:929)
3736( 6600) 08/18/2015 15:58:22 com.hp.ov.sm.server.utility.htmlemail.impl.MailSessionImpl.access$000(MailSessionImpl.java:53)
3736( 4956) 08/18/2015 15:58:22 com.hp.ov.sm.server.utility.htmlemail.impl.MailSessionImpl$MailThread.process(MailSessionImpl.java:918)
3736( 6600) 08/18/2015 15:58:22 com.hp.ov.sm.server.utility.htmlemail.impl.MailSessionImpl$EmailTask.process(MailSessionImpl.java:782)
3736( 4956) 08/18/2015 15:58:22 com.hp.ov.sm.server.utility.htmlemail.impl.MailSessionImpl$MailThread.run(MailSessionImpl.java:858)
3736( 6600) 08/18/2015 15:58:22 com.hp.ov.sm.server.utility.htmlemail.impl.MailSessionImpl$MailThread.handleTask(MailSessionImpl.java:929)
3736( 4956) 08/18/2015 15:58:22 java.lang.Thread.run(Unknown Source)
3736( 6600) 08/18/2015 15:58:22 com.hp.ov.sm.server.utility.htmlemail.impl.MailSessionImpl$MailThread.process(MailSessionImpl.java:918)
3736( 6600) 08/18/2015 15:58:22 com.hp.ov.sm.server.utility.htmlemail.impl.MailSessionImpl$MailThread.run(MailSessionImpl.java:858)
3736( 6600) 08/18/2015 15:58:22 java.lang.Thread.run(Unknown Source)
3736( 4956) 08/18/2015 15:58:22 JRTE I Unable to send mail, retry one more time.
3736( 6964) 08/18/2015 15:58:22 com.sun.mail.smtp.SMTPTransport.issueSendCommand(SMTPTransport.java:1388)
3736( 6964) 08/18/2015 15:58:22 com.sun.mail.smtp.SMTPTransport.mailFrom(SMTPTransport.java:959)
3736( 6964) 08/18/2015 15:58:22 com.sun.mail.smtp.SMTPTransport.sendMessage(SMTPTransport.java:583)
3736( 6964) 08/18/2015 15:58:22 com.hp.ov.sm.server.utility.htmlemail.impl.MailSessionImpl.sendInner(MailSessionImpl.java:645)
3736( 6964) 08/18/2015 15:58:22 com.hp.ov.sm.server.utility.htmlemail.impl.MailSessionImpl.sendMail(MailSessionImpl.java:603)
3736( 6964) 08/18/2015 15:58:22 com.hp.ov.sm.server.utility.htmlemail.impl.MailSessionImpl.access$000(MailSessionImpl.java:53)
3736( 6964) 08/18/2015 15:58:22 com.hp.ov.sm.server.utility.htmlemail.impl.MailSessionImpl$EmailTask.process(MailSessionImpl.java:782)
3736( 6964) 08/18/2015 15:58:22 com.hp.ov.sm.server.utility.htmlemail.impl.MailSessionImpl$MailThread.handleTask(MailSessionImpl.java:929)
3736( 6964) 08/18/2015 15:58:22 com.hp.ov.sm.server.utility.htmlemail.impl.MailSessionImpl$MailThread.process(MailSessionImpl.java:918)
3736( 6964) 08/18/2015 15:58:22 com.hp.ov.sm.server.utility.htmlemail.impl.MailSessionImpl$MailThread.run(MailSessionImpl.java:858)
3736( 6964) 08/18/2015 15:58:22 java.lang.Thread.run(Unknown Source)
3736( 6600) 08/18/2015 15:58:22 JRTE I Unable to send mail, retry one more time.
3736( 6964) 08/18/2015 15:58:22 JRTE I Unable to send mail, retry one more time.
1820( 6352) 08/18/2015 15:58:22 RTE I Info: SQL State: 01000-5701 Message: [Microsoft][ODBC SQL Server Driver][SQL Server]Changed database context to 'SMDB'.
1820( 6352) 08/18/2015 15:58:22 RTE I Info: SQL State: 01000-5703 Message: [Microsoft][ODBC SQL Server Driver][SQL Server]Changed language setting to us_english.
1820( 6352) 08/18/2015 15:58:22 RTE I API=SQLConnect
1820( 6352) 08/18/2015 15:58:22 RTE I Connection established to dbtype 'sqlserver' database 'SMDB' user 'sqlsm'
1820( 6352) 08/18/2015 15:58:22 RTE I Connected to Data source 'SMDB' SQL server 'SGTAPRDSQL4C\MSSQLSERVER2' version: 10.50.4000 through SQL driver version: 6.1.7601 using database 'SMDB' as user 'sqlsm'
1820( 6352) 08/18/2015 15:58:22 RTE I MS SQL Server collation 'SQL_Latin1_General_CP1_CI_AS', varchar codepage 1252, comparison 196609: case insensitive, accent sensitive
3736( 4956) 08/18/2015 15:58:22 JRTE I Connect to mail server sucessfully. [10.90.193.101]:25
1820( 6352) 08/18/2015 15:58:22 JRTE I GUID=7dc870a0-9069-46a3-9167-789e7eaf56b8
3736( 6964) 08/18/2015 15:58:22 JRTE I Connect to mail server sucessfully. [10.90.193.101]:25

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Check on your mail server 10.90.193.101 log for the same time period. See if it shows why SM failed to get a successful email received code from the mail server.

It looks to be connecting ot the mail server without any issue so it could be the data thats being exchanged.

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HI jas1

 

Thanks for the update. I have requested my team for the logs. This SMTp server is not present in our environment and hence getting logs will take a while.

 

meanwhile we are stil facing the issue even after keeping smtpTLS:1 and mailThreadCount:2 commands in sm.ini

 

Any other advise will be really helpful.

 

Thanks

Abhinav

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Hi all

 

Apparently HP support has bot back saying SMTP drop is due to the Loadbalancer setup in our environment. There may be some nodes detached which will cause a timeout in some background process. Resolution will be to upgrade SM 9.33.0035 to SM 9.33 p3 version for server patch.

Kindly assign kudos if the post is helpful!

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