Cannot send Autosupport e-mail, error

message: Unknown User

Symptoms
Unable to send Autosupport e-mails and the following error message is reported:
asup.smtp.fail
http://now.netapp.com/eservice/ems?emsAction=details&eventId=200573&software=ontap&em
sId=asup.smtp.fail&emsversion=1
or
asup.smtp.reject
http://now.netapp.com/eservice/ems?emsAction=details&eventId=200572&software=ontap&em
sId=asup.smtp.reject&emsversion=1

Cause
Relaying on the mail server server may not be configured properly.
The relay mailserver be configured to treat netapp.com as a local domain.
On the mailhost either relaying is denied or misconfigured.
The antivirus check of the mailrelay might have altered the subject.

Solution
To determine if the mail host is configured properly for relaying, complete the following steps:
1. From a Windows, UNIX or Linux host, telnet to port 25 of the mailhost.
telnet mailhost 25

2. Enter the following commands:

HELO <DOMAIN NAME>[enter]
MAIL FROM:[Your_e-mail_address] [enter]
RCPT TO:autosupport@netapp.com [enter]

If a message is received similar to "Relaying denied", contact the mail host vendor for
assistance. However, if the dialogue returns "Ok", then continue.

DATA [enter]
SUBJECT: TESTING [enter]
THIS IS A TEST [enter]
. [enter]

Note: Make sure to issue the last period (.) on a line by itself. This tells the mail server
that the message is complete.
If a message is received stating "Unknown User" or "Unknown mailbox," the mailhost is
attempting to deliver e-mail addresses to autosupport@netapp.com to a local user on your
own network, which is a indication that relaying is not configured properly, or your
mailserver thinks netapp.com is a local domain. Contact your mail host vendor for
assistance.
For example, in Sendmail versions 8.x, adding the "netapp.com" domain name and
thestorage system IP to the /etc/mail/relay-domains file may resolve the issue.

How to troubleshoot sending AutoSupport

(ASUP)s from a networking perspective
Description
Connection refused from mailhost SMTP relay not working
Determine if the problem is the mail server
Verify that SMTP gateway is working correctly

Procedure
To determine if the problem is the mail server:
To delineate ASUP problems, try setting up a freeware SMTP gateway on the client. For
example, ArGoSoft from http://www.softpile.com/Internet/Email/Review_04285_index.html.
This application has a log that can be useful when troubleshooting.
Quick setup instructions:
1.
2.
3.
4.

Install the the ArGoSoft mail server on the desktop

On the General tab, configure the DNS server (hit the ? mark to have it browse for one)
Select the enable relay button
Go to the Logging tab and select all of the logging functions

5. Verify the mail server is started

6. On the filer, make the following changes:
o
o

options autosupport.mailhost
<ip of your desktop>options autosupport.doit test

7. Check to see if any errors are encountered on the filer or the log of the new mail server. If
able to receive ASUPs with this configuration, then the issue points to the mail server.
To verify that SMTP gateway is working correctly:
From the mail host such as Exchange, do the following:
1. Go to Start > File > Run > cmd.exe telnet 127.0.0.1 25 helo mail from:
Filer@testdomain.net rcpt to: <your account email>data This is a testmail! quit
2. If this can be performed successfully, and an email is received, then the SMTP gateway is
working.
Note:
Some email servers do not allow SMTP traffic to talk on port 25. Ensure the TCP port for
communication is 25. To check this do the following on the Exchange box:
o
o
o

Check SMTP Virtual Server > Properties > Connections to determine if the filer is
allowed to use SMTP relay
Check the SMTP Virtual Server > Properties > Access. Check to see if the filer is
allowed to access port 25
If changes were made to these settings, a forced update may be needed from
Active Directory to sync the changes

AutoSupport is configured, but status is OFF

Symptoms
AutoSupport is received, but cases are not auto-generated.

Cause
--

Solution
Verify the following:

AutoSupports are configured correctly using http, https, proxy or smtp.

AutoSupports are received locally. If AutoSupports are received locally but not
externally, check that relaying is properly configured on the mail server. AutoSupports
are received to an e-mail address outside the company network (a personal email
address).
AutoSupports are received by NetApp.
Generate a manual AutoSupport:
filer>options autosupport.doit WEEKLY_LOG

Note: AutoSupport status will be updated within four hours to AutoSupport ON.
Related Links:

Autosupport could not post to autosupport

server
Symptoms
400 Bad Request (The HTTP request includes a non-supported header. Contact the Server
administrator.)
Autosupport could not post to AutoSupport server
Cannot post AutoSupport using transport http

Cause
Autosupport cannot send username password to proxy server

Solution
In Data ONTAP 7, AutoSupport can post through a proxy server but it cannot negotiate with a
proxy server that requires authentication (username/password). Use a proxy server that does not
require authentication or change transport to SMTP.
The ability to authenticate with a proxy server during AutoSupport submission is added in Data
ONTAP 8.

How to set up the Autosupport

Description
Set up Autosupport feature

Procedure
To set up Autosupport, you need to specify mail hosts, specify addresses for Autosupport mail,
specify the filer administrator's address, set up the command to send an immediate message, and
specify the recipients of short e-mail messages sent by Autosupport.
1. Specify mail hosts
The command to specify hosts that send Autosupport e-mail messages to NetApp
Technical Support is: options autosupport.mailhost hostname,...
You can specify up to five mail host names. Separate the names with commas, and do not
include spaces in the list. (Default host name is the administration host.) For example:
options autosupport.mailhost host1,host2,host3
NOTES: The filer can send Autosupport messages by SMTP (port 25), HTTP (port 80),
or HTTPS (port 443). HTTPS is the default. If the network connection does not allow
HTTPS or HTTP, you must configure Autosupport for SMTP.
To use HTTP or HTTPS to send Autosupport messages, you need to configure an HTTP
or HTTPS proxy. For information about configure HTTP or HTTPS proxy through
Autosupport options, see the following documents:
Data ONTAP System Administration Storage Management Guide > Configuring
Autosupport
Autosupport Manual Pages
Note: Proxy only needs to be configured if the local network configuration requires it.
See page 333 of the Man Pages.
The autosupport.support.proxy options allows you to set an HTTP proxy if necessary.
This is useful only if autosupport.support.transport is HTTP or HTTPS. Since the web
proxy access syntax is usually specific to the site. it is not possible to show all the
possible examples.
When using with Microsoft's ISA Server (Internet Security and Acceleration Server)
If that server has a non-authenticating HTTP(s) proxy setup, set
autosupport.support.transport to http(s) and autosupport.support.proxy to .
2. Specify addresses for Autosupport mail
The command for specifying the recipients of automatic e-mail messages sent by the
Autosupport daemon is:
options autosupport.to addresses,...
You can specify up to five e-mail addresses. Separate the e-mail addresses with commas,
and do not include spaces in the list. (Default e-mail address is

autosupport@netapp.com.). For example:

options autosupport.to autosupport@netapp.com,d@c.com
Be sure to enter the actual command on a single line.
3. Specify the filer administrator's address
Sometimes NetApp Support may need to contact the administrator of the filer after
receiving automatic Autosupport e-mail. The options command for specifying the filer
administrator is:
options autosupport.from address. For example: options autosupport.from jdoe@abc.com
If there is a need to determine whether further action is necessary for solving or prevent
filer problems, NetApp Technical Support sends e-mail to jdoe@abc.com.
4. Send an immediate message
The command to send an automatic e-mail message immediately is: options
autosupport.doit string
The string is used in the subject line of the e-mail message to explain why the e-mail was
sent. For example: options autsupport.doit TESTING
Immediate messages contain the same filer data as automatic Autosupport messages.
Example of what you should see:
FILER> Wed Jul 26 09:48:08 PDT [asup_main]: System Notification mail
sent

5. Send a short message

The options autosupport.noteto command specifies the recipients of short e-mail
messages sent by autosupport. The short e-mail messages are for urgent events such as
disk failures or filer reboots. The following is an example of the short message:
Return-Path:
Received: from toaster by netapp.com (4.1/SMI-4.1)
id AA14370; Thu, 26 Sep 96 07:51:31 PDT
Message-Id: <9609261451.AA14370@netapp.com>
From: autosupport
To: jdoe
Date: Thu, 26 Sep 1996 07:51:27 -0700
Resent-Date: Thu, 26 Sep 1996 7:58:42 PDT
Subject: System Alert from toaster
REBOOT on Thu Sep 26 07:51:27 PDT 1996
Short messages are useful if the person who should be notified of urgent events reads email on a small screen such as that on an alphanumeric pager.
6. Set up Autosupport with HTTP, HTTPS, or resolve issues from upgrading Data ONTAP.

Autosupport is not sent due to mail server

configuration
Symptoms
Autosupport is on but NetApp records indicate Autosupport is OFF.
Autosupport configured properly but autosupport email not received at NetApp.
Internal to customer site the mail is received but external mail addresses are not.
Message did not reach some or all of the intended recipients.
The following recipient(s) could not be reached:autosupport@netapp.com
Do not have permission to send to this recipient.
Autosupport got rejected as spam.
Autosupport email undelivered.

Cause
--

Solution
Possible issues:

Mailer is not setup to forward mail to external addresses. To check if forwarding is

enable - Include an outside mail address such as a Hotmail/Yahoo account to the TO:
field to verify mail will leave the company
Mailer may be setup (e.g. using spam scanner software) to block due to the large size of
autosupport email. To check - Include an outside mail address such as a Hotmail/Yahoo
account in the NOTETO:field
Spam blocking on email server

Correct the email server configuration for email spam blocking, or contact the mail server
administrator.

Error message: Autosupport mail was not

sent because the mail host rejected the SMTP
section
Symptoms
Autosupport does not send e-mail.
Antivirus software is blocking messages when autosupport.content is set to minimal.
Error message: Autosupport mail was not sent because the system cannot reach any of the mail
hosts.

Cause
Autosupport was not properly configured.
A firewall may be blocking communication between the filer and SMTP port 25 on the mail
server.
Antivirus check of the mailrelay may have altered the subject.

Solution
Perform the following tasks if Autosupport is not sending e-mails:
1. If a firewall is in use, verify SMTP port 25 is not blocked between the storage system and
the mail server.
2. If the storage system's /etc/messages file is large, the mail host may reject AutoSupport
e-mail. Disable the storage system options that cause unnecessary messages to be logged.
For example, if 'options cifs.trace_login' is enabled, every CIFS login will be
logged in the /etc/messages file causing the file to be large.
3. Verify AutoSupport is turned on by typing:
Data ONTAP 8 7-Mode: options autosupport.enable
Data ONTAP 8 Cluster-Mode: system autosupport modify -node node_name state enable

4. Verify the e-mail address AutoSupport is being sent to is correct by entering:

Data ONTAP 8 7-Mode: options autosupport.to

Data ONTAP 8 Cluster-Mode: system autosupport show
5. Verify the mailhost is correct by entering:
Data ONTAP 8 7-Mode: options autosupport.mailhost
BR/GX mode : system autosupport show
When using the hostname rather than the IP address for the mailhost, the storage system
must be able to resolve the name. Use the IP address if any name resolution problems
exist.
The mailhost can be set by enteringbr /> Data ONTAP 8 7-Mode: options
autosupport.mailhost IP_or_hostname
Data ONTAP 8 Cluster-Mode: system autosupport modify -node node_name mail-hosts mailhost

6. Initiate an AutoSupport by entering:

Data ONTAP 8 7-Mode: options autosupport.doit TEST
Data ONTAP 8 Cluster-Mode: system autosupport invoke -node node_name message TEST

7. See if the console or /etc/messages file log messages that AutoSupport was
successfully sent.
8. If AutoSupport was not sent, enter the following commands to confirm the storage
system can reach the mailhost and that the hostname resolves to the proper IP address.
Data ONTAP 8 7-Mode: ping -s hostname
Data ONTAP 8 Cluster-Mode: network ping -node node_name -destination
<remote inetaddress>

9. For UNIX / Linux mailhosts:

Log onto the the mailhost and enter # netstat -an|grep "*.25" to confirm that the
host is listening for SMTP requests.
Note: If SMTP is not working on the mailhost, refer to the client documentation to
troubleshoot it. The response should be similar to this:
tcp 0 0 *.25 *.* LISTEN

The above response shows that the mailhost is listening for SMTP requests on port 25.
For Windows 2000/2003 mailhosts:
Log onto the Windows server, open a command prompt and enter: netstat -a | find
/i "SMTP"code>

The response should be similar to this:

TCP exch2k7-corp:smtp exch2k7-corp.co.sample.com:0 LISTENING

The above response shows that the mailhost is listening for SMTP requests on port 25.
10. Test the port by telneting to the SMTP port from another host:
# telnet mailhost 25
Trying 10.0.0.2 ...
Connected to mailserver.
Escape character is '^]'.
220 mailserver.domain.com
Sendmail X.X/SMI-X.X ready at Thu, 30 Nov 95 10:49:00 PST

In the above example, the telnet response of mailhost mailserver shows that the SMTP
process is responding and accepting connections.
Notes:

The default address autosupport@netapp.com should remain included so that NetApp

receives a copy of the AutoSupport message to assist with technical problems. To add
additional e-mail addresses separate them with commas. For example:
Data ONTAP 8 7-Mode: options autosupport.to
autosupport@netapp.com,user@email.com
Data ONTAP 8 Cluster-Mode: system autosupport modify -node node_name -to
autosupport@netapp.com,user@email.com
For storage systems running Data ONTAP 7.0RC5, some settings for the AutoSupport
fields are autosupport.support, not just autosupport.
When autosupport.content is set to minimal, the hostname, MAC address, and SNMP
contact will be displayed as "xxxx". The "xxxx" may cause antivirus software to block
the message. To receive the complete AutoSupport, type the following:
options autosupport.content complete