Unable to use SMTPS/SMTP TLS after OTRS 6 Migration (SMTP works)

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Lowsky
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Unable to use SMTPS/SMTP TLS after OTRS 6 Migration (SMTP works)

Post by Lowsky »

Hello everyone,

we're preparing the Migration of our OTRS 6 Instance to a new Server. Everything is working fine besides sending out E-Mails. We are using the same configuration as before which is working. When using SMTP mails are being sent. Once we switch to SMTPS or SMTPTLS we receive the following errors:
OTRS-otrs.Console.pl-Maint::Email::MailQueue-60[25626]: [Error][Kernel::System::CommunicationLog::_LogError][Line:538]: CommunicationLog(ID:528045,AccountType:-,AccountID:-,Direction:Outgoing,Transport:Email,ObjectLogType:Connection,ObjectLogID:620861)::Kernel::System::Email::SMTP => SMTP authentication failed (SMTP code: 000, ErrorMessage: 000, ).
OTRS-otrs.Console.pl-Maint::Email::MailQueue-60[25626]: [Error][Kernel::System::CommunicationLog::_LogError][Line:538]: CommunicationLog(ID:528045,AccountType:-,AccountID:-,Direction:Outgoing,Transport:Email,ObjectLogType:Message,ObjectLogID:620836)::Kernel::System::Email => Error sending message using backend 'Kernel::System::Email::SMTPTLS'.
And also
OTRS-otrs.Console.pl-Maint::Email::MailQueue-60[25626]: [Error][Kernel::System::Daemon::DaemonModules::BaseTaskWorker::_HandleError][Line:49]: There was an error executing Execute() in Kernel::System::Console::Command::Maint::Email::MailQueue: ERROR: OTRS-otrs.Console.pl-Maint::Email::MailQueue-60 Perl: 5.16.3 OS: linux Time: Tue Jun 15 15:00:07 2021#012#012 Message: CommunicationLog(ID:528045,AccountType:-,AccountID:-,Direction:Outgoing,Transport:Email,ObjectLogType:Connection,ObjectLogID:620861)::Kernel::System::Email::SMTP => SMTP authentication failed (SMTP code: 000, ErrorMessage: 000, ).#012#012 Traceback (25626): #012 Module: Kernel::System::CommunicationLog::_LogError Line: 538#012 Module: Kernel::System::CommunicationLog::ObjectLog Line: 300#012 Module: Kernel::System::Email::SMTP::Check Line: 175#012 Module: Kernel::System::Email::SMTP::Send Line: 226#012 Module: Kernel::System::Email::SendExecute Line: 749#012 Module: Kernel::System::MailQueue::Send Line: 673#012 Module: Kernel::System::Console::Command::Maint::Email::MailQueue::Send Line: 194#012 Module: Kernel::System::Console::Command::Maint::Email::MailQueue::Run Line: 142#012 Module: (eval) Line: 460#012 Module: Kernel::System::Console::BaseCommand::Execute Line: 454#012 Module: (eval) Line: 144#012 Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Cron::Run Line: 123#012 Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Run Line: 232#012 Module: (eval) Line: 316#012 Module: main::Start Line: 316#012 Module: /opt/otrs/bin/otrs.Daemon.pl Line: 137#012#012ERROR: OTRS-otrs.Console.pl-Maint::Email::MailQueue-60 Perl: 5.16.3 OS: linux Time: Tue Jun 15 15:00:07 2021#012#012 Message: CommunicationLog(ID:528045,AccountType:-,AccountID:-,Direction:Outgoing,Transport:Email,ObjectLogType:Message,ObjectLogID:620836)::Kernel::System::Email => Error sending message using backend 'Kernel::System::Email::SMTPTLS'.#012#012 Traceback (25626): #012 Module: Kernel::System::CommunicationLog::_LogError Line: 538#012 Module: Kernel::System::CommunicationLog::ObjectLog Line: 300#012 Module: Kernel::System::Email::SendExecute Line: 764#012 Module: Kernel::System::MailQueue::Send Line: 673#012 Module: Kernel::System::Console::Command::Maint::Email::MailQueue::Send Line: 194#012 Module: Kernel::System::Console::Command::Maint::Email::MailQueue::Run Line: 142#012 Module: (eval) Line: 460#012 Module: Kernel::System::Console::BaseCommand::Execute Line: 454#012 Module: (eval) Line: 144#012 Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Cron::Run Line: 123#012 Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Run Line: 232#012 Module: (eval) Line: 316#012 Module: main::Start Line: 316#012 Module: /opt/otrs/bin/otrs.Daemon.pl Line: 137#012#012ERROR: OTRS-otrs.Console.pl-Maint::Email::MailQueue-60 Perl: 5.16.3 OS: linux Time: Tue Jun 15 15:00:07 2021#012#012 Message: CommunicationLog(ID:528045,AccountType:-,AccountID:-,Direction:Outgoing,Transport:Email,ObjectLogType:Message,ObjectLogID:620836)::Kernel::System::MailQueue => Message could not be sent! Error message: SMTP authentication failed: 000, !#012#012 Traceback (25626): #012 Module: Kernel::System::CommunicationLog::_LogError Line: 538#012 Module: Kernel::System::CommunicationLog::ObjectLog Line: 300#012 Module: Kernel::System::MailQueue::_SendError Line: 833#012 Module: Kernel::System::MailQueue::Send Line: 689#012 Module: Kernel::System::Console::Command::Maint::Email::MailQueue::Send Line: 194#012 Module: Kernel::System::Console::Command::Maint::Email::MailQueue::Run Line: 142#012 Module: (eval) Line: 460#012 Module: Kernel::System::Console::BaseCommand::Execute Line: 454#012 Module: (eval) Line: 144#012 Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Cron::Run Line: 123#012 Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Run Line: 232#012 Module: (eval) Line: 316#012 Module: main::Start Line: 316#012 Module: /opt/otrs/bin/otrs.Daemon.pl Line: 137#012#012ERROR: OTRS-otrs.Console.pl-Maint::Email::MailQueue-60 Perl: 5.16.3 OS: linux Time: Tue Jun 15 15:00:07 2021#012#012 Message: CommunicationLog(ID:528045,AccountType:-,AccountID:-,Direction:Outgoing,Transport:Email,ObjectLogType:Message,ObjectLogID:620836)::Kernel::System::MailQueue => Permanent sending problem or we reached the sending attempt limit. Message will be removed#012#012 Traceback (25626): #012 Module: Kernel::System::CommunicationLog::_LogError Line: 538#012 Module: Kernel::System::CommunicationLog::ObjectLog Line: 300#012 Module: Kernel::System::MailQueue::_SendError Line: 852#012 Module: Kernel::System::MailQueue::Send Line: 689#012 Module: Kernel::System::Console::Command::Maint::Email::MailQueue::Send Line: 194#012 Module: Kernel::System::Console::Command::Maint::Email::MailQueue::Run Line: 142#012 Module: (eval) Line: 460#012 Module: Kernel::System::Console::BaseCommand::Execute Line: 454#012 Module: (eval) Line: 144#012 Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Cron::Run Line: 123#012 Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Run Line: 232#012 Module: (eval) Line: 316#012 Module: main::Start Line: 316#012 Module: /opt/otrs/bin/otrs.Daemon.pl Line: 137#012#012Error: #012Could not send message with ID '11029'! Please refer to the log.#012ERROR: OTRS-otrs.Console.pl-Maint::Email::MailQueue-60 Perl: 5.16.3 OS: linux Time: Tue Jun 15 15:00:07 2021#012#012 Message: CommunicationLog(ID:528049,AccountType:-,AccountID:-,Direction:Outgoing,Transport:Email,ObjectLogType:Connection,ObjectLogID:620862)::Kernel::System::Email::SMTP => SMTP authentication failed (SMTP code: 000, ErrorMessage: 000, ).#012#012 Traceback (25626): #012 Module: Kernel::System::CommunicationLog::_LogError Line: 538#012 Module: Kernel::System::CommunicationLog::ObjectLog Line: 300#012 Module: Kernel::System::Email::SMTP::Check Line: 175#012 Module: Kernel::System::Email::SMTP::Send Line: 226#012 Module: Kernel::System::Email::SendExecute Line: 749#012 Module: Kernel::System::MailQueue::Send Line: 673#012 Module: Kernel::System::Console::Command::Maint::Email::MailQueue::Send Line: 194#012 Module: Kernel::System::Console::Command::Maint::Email::MailQueue::Run Line: 142#012 Module: (eval) Line: 460#012 Module: Kernel::System::Console::BaseCommand::Execute Line: 454#012 Module: (eval) Line: 144#012 Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Cron::Run Line: 123#012 Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Run Line: 232#012 Module: (eval) Line: 316#012 Module: main::Start Line: 316#012 Module: /opt/otrs/bin/otrs.Daemon.pl Line: 137#012#012ERROR: OTRS-otrs.Console.pl-Maint::Email::MailQueue-60 Perl: 5.16.3 OS: linux Time: Tue Jun 15 15:00:07 2021#012#012 Message: CommunicationLog(ID:528049,AccountType:-,AccountID:-,Direction:Outgoing,Transport:Email,ObjectLogType:Message,ObjectLogID:620852)::Kernel::System::Email => Error sending message using backend 'Kernel::System::Email::SMTPTLS'.#012#012 Traceback (25626): #012 Module: Kernel::System::CommunicationLog::_LogError Line: 538#012 Module: Kernel::System::CommunicationLog::ObjectLog Line: 300#012 Module: Kernel::System::Email::SendExecute Line: 764#012 Module: Kernel::System::MailQueue::Send Line: 673#012 Module: Kernel::System::Console::Command::Maint::Email::MailQueue::Send Line: 194#012 Module: Kernel::System::Console::Command::Maint::Email::MailQueue::Run Line: 142#012 Module: (eval) Line: 460#012 Module: Kernel::System::Console::BaseCommand::Execute Line: 454#012 Module: (eval) Line: 144#012 Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Cron::Run Line: 123#012 Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Run Line: 232#012 Module: (eval) Line: 316#012 Module: main::Start Line: 316#012 Module: /opt/otrs/bin/otrs.Daemon.pl Line: 137#012#012ERROR: OTRS-otrs.Console.pl-Maint::Email::MailQueue-60 Per
Iam 99% sure that it has to be a Server sided issue. We installed all required Perl Packages from the check perl script aswell as perl-core.
Maybe theres some hidden perl module that needs to be installed?

Info:
We disabled the PostMaster E-Mail for to receive Mails via IMAP on the new server to prevent the new Server from taking mails before its fully migrated.
root
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Re: Unable to use SMTPS/SMTP TLS after OTRS 6 Migration (SMTP works)

Post by root »

Hi,

stop the daemon and send via bin/otrs.Console.pl with this command:

bin/otrs.Console.pl Maint::Email::MailQueue --send --debug

Maybe we got some more details besides the log you showed. If you know the amdinistrator of receiving SMTP server ask him to check the log for the probable root cause.

- Roy
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