Can't send message: 354Start mail input

[peter12]

Hello,

Sometimes OTRS shows an error message on sending of emails.
Emails will be sent, but errors are frustrating, because users are never sure whether an email has been sent or not.

The problem occurs since upgrading of MS Exchange server from Exchange 2007 to 2010.
OTRS version 3.0.11
With Exchange server 2007 the same OTRS version worked properly.


The log contains the following (I replaced real email address with <valid_email_address>):

-e: Use of uninitialized value in concatenation (.) or string at C:/OTRS/OTRS//Kernel/System/Log.pm line 161.
ERROR: OTRS-CGI-311 Perl: 5.12.3 OS: MSWin32 Time: Thu Dec 29 10:57:27 2011
Message: Can't send message: 354Start mail input; end with <CRLF>.<CRLF>!
Enable Net::SMTP debug for more info!

Traceback (2764):
Module: Kernel::System::Email::SMTP::Send (v1.29) Line: 163
Module: Kernel::System::Email::Send (v1.72.2.2) Line: 704
Module: Kernel::System::Ticket::Article::ArticleSend (v1.274.2.3) Line: 2039
Module: Kernel::Modules::AgentTicketCompose::Run (v1.124.2. Line: 534
Module: Kernel::System::Web::InterfaceAgent::Run (v1.58.2.1) Line: 853
Module: ModPerl::ROOT::ModPerl::Registry::C_3a_OTRS_OTRS_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 46
Module: (eval) (v1.89.2.1) Line: 204
Module: ModPerl::RegistryCooker::run (v1.89.2.1) Line: 204
Module: ModPerl::RegistryCooker::default_handler (v1.89.2.1) Line: 170
Module: ModPerl::Registry::handler (v1.99) Line: 31
-e: Use of uninitialized value in concatenation (.) or string at C:/OTRS/OTRS//Kernel/System/Log.pm line 161.
ERROR: OTRS-CGI-311 Perl: 5.12.3 OS: MSWin32 Time: Thu Dec 29 10:57:28 2011
Message: Impossible to send message to: <valid_email_address>.
Traceback (2764):
Module: Kernel::System::Ticket::Article::ArticleSend (v1.274.2.3) Line: 2046
Module: Kernel::Modules::AgentTicketCompose::Run (v1.124.2. Line: 534
Module: Kernel::System::Web::InterfaceAgent::Run (v1.58.2.1) Line: 853
Module: ModPerl::ROOT::ModPerl::Registry::C_3a_OTRS_OTRS_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 46
Module: (eval) (v1.89.2.1) Line: 204
Module: ModPerl::RegistryCooker::run (v1.89.2.1) Line: 204
Module: ModPerl::RegistryCooker::default_handler (v1.89.2.1) Line: 170
Module: ModPerl::Registry::handler (v1.99) Line: 31

I could not find any solution neither in this forum nor in internet. I've already tried solution from this thread, but without success: http://forums.otrs.org/viewtopic.php?f=34&t=8884

Thank you in advance for a solution idea.

[jojo]

Check the logfiles of the exchange why the mail is dropped. Allow the OTRS Server in Exchange.

[peter12]

If OTRS system shows this error, emails will be sent as I wrote initially, but according to Exchange logs, emails will be sent with delay (up to 5 minutes).
The problem is that OTRS system handles this delay as an error and shows this error to users.
Is it possible to stop displaying of this error if emails will be sent and only display an error on a real failure?

[jojo]

OTRS won't rensend any message. So every time a mail is not sent corecctly (according to the SMTP standards) OTRS will show the error message.

[peter12]

Sorry for being unclear.
As emails will be sent correctly, it is not necessary to resend them.
OTRS only must stop showing of errors in case of delay in sending.

If I understand correctly, OTRS doesn't send emails, but only uses Exchange server for sending.
I suppose, if a delay occur, the Exchange server does not reply with code 250, but may be with code 354 (Start mail input; end with <CRLF>.<CRLF>) (I am not sure). I think the OTRS system should ignore this reply code and report success, because it seems to be impossible to send an email without body from OTRS user interface.

[jojo]

I think the mail setup on the exchange is screwed. But for further analysis you should try to track the network communication between OTRS Server and Exchange to find out what is happening

[peter12]

Since one week we do not have the error any more!

According to OTRS support, the issue may be caused by a difference in MTU settings on Mail server and OTRS server.
Here you can find a good description about how to check whether there is a difference in MTU settings: http://blogging.nitecruzr.net/2007/06/c ... puter.html

In general, you have to execute the command on OTRS server: ping -f -l 1500 <mailserver_ip>
Where "1500" is a default MTU value on a Windows 2008 server.
If you get the message “Packet needs to be fragmented but DF set“, there is a difference in MTU settings.

Using this command you can set a new MTU value: netsh interface ipv4 set subinterface "<your_lan_interface" mtu=1400 store=persistent
Exampe: netsh interface ipv4 set subinterface "12" mtu=1400 store=persistent

Using this command you can find out the interface number: netsh interface ipv4 show interfaces

I did the changes on our OTRS server and left MTU settings on Exchange server unchanged.
The issue seems to disappear.

[darktrooper1991]

Both of my servers had the same MTU.
Changing the attribute "MaxAcknowledgementDelay" via
Set-ReceiveConnector "SMTP Application relay" -MaxAcknowledgementDelay 0 asdasd
solved the problem(replace SMTP Application relay with the name of your connector)
Btw.: Exchange 2010

[peter12]

I can confirm, changing of the "MaxAcknowledgementDelay" attribute fixed the issue for me too.
Since two months after chaning the attribute, no more "Can't send message: 354Start mail input" issues in OTRS.

BIG thanks to darktrooper1991!

[darkdead]

I have the same failure, where i must fix it on the OTRS Server or on Exchange?

Impossible to send message to: xxx@testemail.de

Backend ERROR: OTRS-CGI-54 Perl: 5.10.1 OS: linux Time: Thu Jul 9 14:59:04 2015 Message: Impossible to send message to: xxx@testemail.de . RemoteAddress: 192.168.11.149 RequestURI: /otrs/index.pl Traceback (1680): Module: Kernel::System::Ticket::Article::ArticleSend Line: 2560 Module: Kernel::Modules::AgentTicketCompose::Run Line: 786 Module: Kernel::System::Web::InterfaceAgent::Run Line: 991 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 41 Module: (eval) (v1.99) Line: 204 Module: ModPerl::RegistryCooker::run (v1.99) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31

Tue Jul 14 10:23:41 2015 notice OTRS-CGI-54 Removed SessionID rPBBYMVinnhZNPt0gKzd1X05zf5kPWkP.
Tue Jul 14 10:23:29 2015 error OTRS-CGI-54 Impossible to send message to: user@testmail.de
Tue Jul 14 10:23:29 2015 info OTRS-CGI-54 Error sending message
Tue Jul 14 10:23:29 2015 error OTRS-CGI-54 Can't send message: 451Start mail input; end with <CRLF>.<CRLF>

[peter12]

As it is an Exchange server issue, it must be fixed on Exchange server.

[darkdead]

Should i do this in PowerShell or where?

=> Set-ReceiveConnector connector -MaxAcknowledgementDelay 0

svw-ex01 is the Hostname from the Exchangeserver.
which connector i must use for this?
Thx for your fast answer

[crythias]

This is an old thread, all. Impossible to send is usually related to bad Notification Sender address.

[darkdead]

@crythias
And which Notification Sender Adresse i must type in?

Can i send u Screens from my config? Sometimes i can send emails and sometimes i got this failure