Emails sent through the Global Output Server never arrive

Symptom

Emails sent through the Global Output Server never arrive.

If sending manually from Alarm Monitoring, it might appear that the email was successfully sent, but the recipient never gets it. 

Resolution

Confirm settings in System Administration > Administration > Global Output Devices

Check the authentication methods supported by the SMTP server by establishing a telnet session. Enable Telnet then In a command prompt, enter:

telnet 

The server will greet with code 220, to which you should respond ehlo to make the authentication mechanisms available. In the example below, the telnet session was started with telnet EXCH2013.rk01k.local 587:

The authentication methods are found after the AUTH command: GSSAPI and NTML. PLAIN is not listed, therefore the GOS service cannot log in.

NOTE: If AUTH is not listed, then the server is configured to use no authentication. In this case, supplying any value in GOS email settings for username/password will also fail authentication.

Browse the SMTP server logs to verify the failed exchange. Microsoft Exchange 2013 stores the relevant log in C:\Program Files\Microsoft\Exchange Server\V15\TransportRoles\Logs\FrontEnd\ProtocolLog\SmtpReceive\. It shows that the server closes the transmission:

2019-03-09T18:00:56.684Z,EXCH2013\Default Frontend EXCH2013,08D6A4AD158BE2FF,27,127.0.0.1:25,127.0.0.1:57056,
2019-03-09T18:00:56.684Z,EXCH2013\Default Frontend EXCH2013,08D6A4AD158BE2FF,28,127.0.0.1:25,127.0.0.1:57056,>,221 2.0.0 Service closing transmission channel

The GOS service should now be able to send email successfully.

Applies To

Global Output Service

Additional Information

None