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Question Messages stuck in Spool

Discussion in 'SmarterMail' started by ksterley, May 14, 2012.

  1. ksterley

    ksterley New Member

    I seem to have an issue somewhere and I am trying to track it down. I have emails that are getting "stuck" in the spool with the status of Waiting to Deliver, most of them fly thru the spool with no issues. I do not run any spam or antivirus or greylisting on this domain (it is done elsewhere). So that can not be the issue. Has anyone run across this before?

    Thanks - Kelli
  2. dandickson

    dandickson Active Member

    If you rightclick the message and then select View>Recipients it should show you the reason for the delay.
  3. ksterley

    ksterley New Member

    It lists the recipients and I can see which it is having issues with but that does not explain why it is having issues.
  4. DXD

    DXD Product Expert

    What does it say the issue is?
  5. ksterley

    ksterley New Member

    It only says Pending. Which I could figure out because obviously it's not going anywhere. :D
  6. DXD

    DXD Product Expert

    Hmm normally it says what the issue is. The only other thing I could suggest would be to make sure detailed SMTP logging is turned on and take a look there to see if you find anything for that email address that it's sending to.
  7. DXD

    DXD Product Expert

    For example a email in my spool that says Pending says:

    user@scbglobal.net: Pending
    601 Failed to connect to the recipients mail server. No MX records were found for the 'scbglobal.net' domain. Attempted to send the message to the following ip's: xxx.xxx.xxx.xxx

    What version of SmarterMail are you using?
  8. ksterley

    ksterley New Member

    I am running Smartermail 9.2

    I am looking at the Smartermail interface -> Manage -> Spool -> All Messages. I can see the messages, when I click on View -> Recipients this is what I see:

    It does not give any extra information about the message. And as you can see, it's been in the spool for almost 40 minutes. If I select the message and click Force, it will generally go out within a few minutes. So why do I have to force it? I know the email address is vaild. Is there another place to look for information?

    I have detailed SMTP Logging turned on as well - within there everything seems to be ok.

    I believe this is the entire SMTP log for the message stuck in the queue:
    08:26:28 [XXX.XXX.XX.XX][29840716] connected at 5/15/2012 8:26:28 AM
    08:26:28 [XXX.XXX.XX.XX][29840716] cmd: EHLO terminal server
    08:26:28 [XXX.XXX.XX.XX][29840716] rsp: 250-mail.domain.com Hello [XXX.XXX.XX.XX] 250-SIZE 31457280 250-AUTH LOGIN CRAM-MD5 250 OK
    08:26:28 [XXX.XXX.XX.XX][29840716] cmd: AUTH LOGIN
    08:26:28 [XXX.XXX.XX.XX][29840716] rsp: 334 VXNlcm5hbWU6
    08:26:28 [XXX.XXX.XX.XX][29840716] rsp: 334 UGFzc3dvcmQ6
    08:26:28 [XXX.XXX.XX.XX][29840716] rsp: 235 Authentication successful
    08:26:28 [XXX.XXX.XX.XX][29840716] Authenticated as internaluser@domain.com
    08:26:28 [XXX.XXX.XX.XX][29840716] cmd: MAIL FROM: <internaluser@domain.com>
    08:26:28 [XXX.XXX.XX.XX][29840716] rsp: 250 OK <internaluser@domain.com> Sender ok
    08:26:28 [XXX.XXX.XX.XX][29840716] cmd: RCPT TO: <externaluser@domain.com>
    08:26:28 [XXX.XXX.XX.XX][29840716] rsp: 250 OK <externaluser@domain.com> Recipient ok
    08:26:28 [XXX.XXX.XX.XX][29840716] cmd: DATA
    08:26:28 [XXX.XXX.XX.XX][29840716] rsp: 354 Start mail input; end with <CRLF>.<CRLF>
    08:26:28 [XXX.XXX.XX.XX][29840716] rsp: 250 OK
    08:26:28 [XXX.XXX.XX.XX][29840716] Data transfer succeeded, writing mail to 53403330.eml
    08:26:31 [XXX.XXX.XX.XX][29840716] cmd: QUIT
    08:26:31 [XXX.XXX.XX.XX][29840716] rsp: 221 Service closing transmission channel
    08:26:31 [XXX.XXX.XX.XX][29840716] disconnected at 5/15/2012 8:26:31 AM

    So why would it sit in the queue for another 30+ minutes??
  9. chicagonettech

    chicagonettech Product Expert

    Without your posting actual domain names, there is not much more we can do to assist you.

    In many cases situations like yours are related to improperly configured DNS records and that can only be found by using external testing sites. Such tests require real domain names.
  10. ksterley

    ksterley New Member

    our domain is hollandspecial.com
  11. DXD

    DXD Product Expert

    Well it looks like it's made 4 attempts to send it so there should be something in the SMTP log showing where it has tried 4 times and failed.
  12. chicagonettech

    chicagonettech Product Expert

    and the domain you are SENDING to?
  13. chicagonettech

    chicagonettech Product Expert

    You have ONE MISSING DNS SERVER and the MAIL SERVER HOST NAME IN YOUR GREETNG does not match your published MX records. The IP ADDRESS of the MX server in your HOST HEADER also does not match your DNS.

    Because your mail server host name in your greeting is wrong, it also fails your REVERSE DNS test.

    You also have more than one MX server listed and only one is responding.

    Link will be good for one week: http://www.dnsstuff.com/tools/dnsre...s=true&token=16d1c35bfdfa572a26e6b52c0c2f1011
  14. ksterley

    ksterley New Member

    I only see the email go thru the SMTP logs once. Which is even more weird...

    Another user is trying to email @air-componentsinc.com and his mail is still pending after 35 minutes in the spool and 4 attempts. When I look thru the SMTP logs, his email is only in there once.

    10:13:44 [][24134832] rsp: 220 mail.hollandspecial.com
    10:13:44 [][24134832] connected at 5/15/2012 10:13:44 AM
    10:13:44 [][24134832] cmd: EHLO lpt131
    10:13:44 [][24134832] rsp: 250-mail.hollandspecial.com Hello [] 250-SIZE 31457280 250-AUTH LOGIN CRAM-MD5 250 OK
    10:13:44 [][24134832] cmd: AUTH LOGIN
    10:13:44 [][24134832] rsp: 334 VXNlcm5hbWU6
    10:13:44 [][24134832] rsp: 334 UGFzc3dvcmQ6
    10:13:44 [][24134832] rsp: 235 Authentication successful
    10:13:44 [][24134832] Authenticated as internaluser@hollandspecial.com
    10:13:44 [][24134832] cmd: MAIL FROM: <internaluser@hollandspecial.com>
    10:13:44 [][24134832] rsp: 250 OK <internaluser@hollandspecial.com> Sender ok
    10:13:44 [][24134832] cmd: RCPT TO: <externaluser@air-componentsinc.com>
    10:13:44 [][24134832] rsp: 250 OK <externaluser@air-componentsinc.com> Recipient ok
    10:13:44 [][24134832] cmd: DATA
    10:13:44 [][24134832] rsp: 354 Start mail input; end with <CRLF>.<CRLF>
    10:13:44 [][24134832] rsp: 250 OK
    10:13:44 [][24134832] Data transfer succeeded, writing mail to 53403778.eml
    10:13:47 [][24134832] cmd: QUIT
    10:13:47 [][24134832] rsp: 221 Service closing transmission channel
    10:13:47 [][24134832] disconnected at 5/15/2012 10:13:47 AM
  15. ksterley

    ksterley New Member

    Thanks for the results, I am trying to figure this all out. This is our current setup.

    Smartermail v9.2 is sent to GFI Mail Essentails Complete Online for spam/virus checking. Within SmarterMail -> Settings -> Routing -> Outgoing Gateways -> na0100.smtpout.com (which is GFI's interface)

    I know I had to update our MX record per GFI and I also updated our SPF information.

    Our mail should only goto GFI and only accept mail from GFI, as they are the company that filters our mail.
  16. chicagonettech

    chicagonettech Product Expert

    Personally, I think you are exacerbating your problem by using a service you do not require because SmarterMail is fully capable of taking care of spam.

    What kind of volume are you running?

    Do you have SECURE PASSWORDS configured and is your mail server set to ALLOW RELAY NONE?

    BOTH should be YES. If both are yes, and you are requiring authentication for EVERYTHING which goes out via your mail server, then your chances of outbound spam are next to zero.

    I also think you are introducing the problem with your MX RECORDS because your mail server, IE: your DOMAIN, is no longer responsible for sending out your own e-mail messages.

    I would contact GFI Mail Essentails Complete to ask them what their suggested MX RECORD and DNS settings should be set to so you can make certain your mail server is authoratitive for both incoming, and, via GFI Mail Essentails Complete outgoing e-mail.
  17. chicagonettech

    chicagonettech Product Expert

  18. ksterley

    ksterley New Member

  19. ksterley

    ksterley New Member

    We have a relatively low volume but Smartermail was not taking care of our spam needs which is why we have a hosted solution. I have a support request open with them (wow, what a concept, having free support for their product) so I hope between the forum and their support I can get this resolved.

    Thanks for all the help!
  20. chicagonettech

    chicagonettech Product Expert

    With regard to the support question, if you are paying a monthy subscription, then you should get "free" support but, trust me, it is built into the rate you are paying for the licensing and hosted solution fees.

    At the risk of re-opening a debate, which is not my intention, SmarterMail does provide support, if you open a ticket. This eliminates all of the questions from free version users and end users who do not host a SmarterMail server and allows them to concentrate on supporting paid administrators who have a huge investment in their servers and software.

    Remember, anyone who purchases SmarterMail gets two free support tickets with the initial purchase and one with each renewal. They frequently run specials and give additional tickets with add-ons and upgrades. At one time I had 10 of them. In four years, I have only used one: when I completely remapped IP ADDRESSES and DNS and didn't read the KB at SmarterTools dot com correctly because I was in the middle of the Utah Desert and accessing via my SmartPhone.

    My bad and it cost me a ticket. [I had no connectivity via my laptop and Comcast moved an installation date/circuit replacement while I was traveling and all I could use was my SmartPhone - it worked, but it also taught me to be more careful when I read the screen of the SmartPhone.]

    If a support issue is found to be a bug, the ticket is refunded. Unfortunately, and without pointing fingers at you or anyone else, misconfiguration of a SmarterMail mail server or DNS is not a bug.

    I would go back to the question or your SmarterMail security question. I just went through a similar problem with a real estate company who had six users who's accounts had poor passwords on them and were being used to send hundreds of thousands of spam messages per day via the company's domain name. This got them listed in several spam databases.

    Yes, a 3rd party spam filtering service would have helped, but it would not address the core issue: PASSWORDS and SERVER CONFIGURATION.