[Solved] SMTPTLS & Exchange 2010 - Authentication error after upgrading to 5.0.12

[jlamarche]

Hello everyone,

We recently upgraded from 3.2.9 (On windows) to 5.0.12 (On Linux, thank god).
Everything is working fine, we are able to collect the new tickets, recovered everything we had on the previous versions including all the settings.

And because there is always a "but" :
We are now unable to send emails through our SMTP server. The weird thing is that when I compare with the previous and the new version, the settings are exactly the same, and it was working fine before.

Here is what I have on the otrs.log:
[Error][Kernel::System::Email::SMTP::Send][122] SMTP authentication failed: 5355.7.3 Authentication unsuccessful

So ... Basically I know that this is a response from the SMTP server, but why was it working on 3.2.9 and now it's not on the new version ? It's not a credential issue either because we are using the same account (and password) to fetch mails and create new tickets.

On Sysconfig, Framework, Core::Sendmail, here is what we have :


Another weird thing : we use these exact same settings for another software, and it works great.

Have you any idea what could be wrong ?

Best regards,

JL

[jlamarche]

Hello,

I would like to provide more information on my issue :
- the exact same settings are indeed working on the previous version (3.2.9),
- the port 587 is opened and working for other applications,
- I tried changing the password, still "authentication unsuccessful".

I think I'm doing something wrong, but I'm not able to figure out what.

Thanks for your support.

Best regards,
JL

[jlamarche]

So, apparently it could be related to "SMTP relay" on the exchange server not allowed.
Could anyone confirm this ? Does OTRS needs this setting ?

We have an exchange server hosted by OVH and are not able to modify this setting. Does anyone know how to solve this issue ?

Best regards,

JL

[root]

I can only recommend to configure a local MTA on the OTRS server for relaying through your provider and configure OTRS to use this one. Why? From my experience the MTA's logfiles contain more details. And another benefit is the local queuing of e-mails.

[jlamarche]

Hello,

Thank you for your answer.
For now that's what we did, we installed SMTP on the OTRS server and configured our domain to validate the external IP or the OTRS server as a correct SMTP server.

It looks like it's working so far, even though some hotmail accounts do not accept the emails sent.

Best regards,
JL