Voicemail to Email - Issues with Google Apps

[imvpro]

I have three mitel 5000s with identical email gateway settings. 2/3 offices are getting voicemail in their google apps inbox, but one office is not getting the voicemail to email.

I see a lot of this:
[28500  7-20-2015  8:41:52 VMAIL1-NS1100]Queueing message for email delivery to [xxxx@lushxxxx.net] (count=1) on email queue

[Tech Electronics]

imvpro,

What is the error you are receiving when the message doesn't go anywhere? There should be some kind of SMTP cause code unless you are using the Enhanced version and not just forward and copy.

Thanks,

TE

[imvpro]

I reviewed the 5000 logs but didn't see anything related to SMTP.

I'm assuming you mean SMTP errors on the google apps admin console?

Yesterday we discovered the main email for the gateway had a full mailbox.  There were multiple bounce backs in the Google Apps Logs from the mitel email account used in the gateway. We purged the mailbox and 24 hours later the issue was still present. It didn't make sense to me that the other two branches using the same email were not experiencing problems.

[Tech Electronics]

imvpro,

At this point I can assume that you are not a 5000 technician so we will start at the beginning.

1. Have you tried resetting or performing a shutdown on the 5000?
2. The logs you are looking for are in the SAaD [System Administration and Diagnostics] application not the DB programming. Look for a mail log, I am not sure of the exactly naming of it though since I don't have a system in front of me. You will find the logs in the Favorites Tab and look for a box called System Information and inside that at the bottom is a button called View System Logs; you will find what you need in there.
3. Go into database programming and go here: Voice Processor > Devices > Mailboxes > Local > {any MB with UM} > Email Synchronization > Email Synchronization Level: What is this set to?

Thanks,

TE

[imvpro]

You are correct in your assumption. I will get back to you. Thank you.

[imvpro]

Sorry it took me so long I had to dispatch our "mitel" tech to grab this information for me.

1. Yes
2. After getting the SAaD logs I got exactly what I needed. Even a support link from google was listed in the log: https://support.google.com/mail/answer/14257

Snip from the log file:

Code: [Select]

Aug  4 07:07:42 LushXXXX exim[14268]: 1ZMa4G-0003i8-Oc <= vm@XXXX.net U=root P=local S=813363 T="[0:38] Message for MB 1150 from a caller at (877) 947-3639"
Aug  4 07:07:43 XXXXX exim[14270]: 1ZMa4G-0003i8-Oc ** rhcustsvc@XXXXX.net R=smarthost T=remote_smtp: SMTP error from remote mail server after MAIL FROM:<vm@XXXXXX.net> SIZE=827729: host gmail-smtp-msa.l.google.com [74.X.X.XX.X.X]: 530-5.5.1 Authentication Required. Learn more at\n530 5.5.1  https://support.google.com/mail/answer/14257 q187sm1288930ioe.37 - gsmtp
Aug  4 07:07:43 XXXXXXRochester exim[14272]: 1ZMa4N-0003iC-AG <= <> R=1ZMa4G-0003i8-Oc U=mail P=local S=108152 T="Mail delivery failed: returning message to sender"
Aug  4 07:07:44 XXXXXXRochester exim[14270]: 1ZMa4G-0003i8-Oc Completed
Aug  4 07:07:44 XXXXXXRochester exim[14273]: 1ZMa4N-0003iC-AG ** vm@XXXXXX.net R=smarthost T=remote_smtp: SMTP error from remote mail server after MAIL FROM:<> SIZE=110968: host gmail-smtp-msa.l.google.com [74.X.X.X125.202.108]: 530-5.5.1 Authentication Required. Learn more at\n530 5.5.1  https://support.google.com/mail/answer/14257 t66sm1294280ioi.32 - gsmtp
Aug  4 07:07:44 XXXXXXRochester exim[14273]: 1ZMa4N-0003iC-AG Frozen (delivery error message)
Aug  4 07:20:28 XXXXXXRochester exim[14317]: 1ZMa4N-0003iC-AG Message is frozen
Aug  4 07:50:28 XXXXXXRochester exim[311]: 1ZMa4N-0003iC-AG Message is frozen
3. My Mitel technician forgot to get me this setting, my guess is that it's less than 10 minutes, which could be an issue according to that support article.

But an update since yesterday: A couple of people at this location will occasionally get a voicemail in their inbox.

[Tech Electronics]

imvpro,

Hmm, well the issue is an authentication issue, but I am not sure what gmail-smtp-msa.l.google.com is as I have never used that email server for GMail. My assumption is, since you couldn't answer question 3, is that you are using Enhanced Integration instead of Forward/Copy as that is not the server you use for that.

So, what you probably need to do is check all the mailboxes under Email Synchronization and verify that the information is correct.

Thanks,

TE

[imvpro]

Email sync level is set to forward and copy.
I pulled the logs from a 100% working office and they are using the same SMTP server.

Code: [Select]

Aug  5 09:30:19 LushXXCX exim[20733]: 1ZMylk-0005OP-5v <= vm@CXXXX.net U=root P=local S=1595659 T="[1:14] Message for MB 1304 from x 1304 (Tina S.)"
Aug  5 09:30:29 LushXXXXX exim[20737]: 1ZMylk-0005OP-5v => tsXXX@XXXX.net R=smarthost T=remote_smtp H=gmail-smtp-msa.l.google.com [74.125.207.108] X=TLSv1:RC4-SHA:128 C="250 2.0.0 OK 1438781582 t66sm2094147ioi.32 - gsmtp"

[Tech Electronics]

Imvpro,

That is not the normal smtp server to use with gmail on port 25. If you are using something other than port 25 then you may be correct.

If you are using port 25 then try aspmx.l.google.com as the server and see if your problem goes away.

Thanks,

Steven

[imvpro]

Currently using port 587 (TLS) at all three locations. 
smtp.gmail.com is an alias for gmail-smtp-msa.l.google.com verified with nslookup

[Tech Electronics]

imvpro,

Alright, well it looks as though you may need to go a little further than since all of your sites use the same username and password and you are sure that the site you are looking has the correct credentials then you will need to look at the GMail side of things since they are the ones blocking your site.

By the way when working with Google Apps here is a good site for their SMTP Errors: https://support.google.com/a/answer/3726730?hl=en

Since your error is 530 5.5.1 then here is where you should go to look at trying to fix the issue: https://support.google.com/mail/answer/14257

More than likely since it sees mail coming from three different sites that you will need to create an APP Specific password. As I have never used TLS with GMail I have never run into this issue so there isn't much more that I can do to help with this issue, but I am pretty confident that the solution is on the second link.

Thanks,

TE

[imvpro]

So I reviewed the logs again.

The office with the issues was resolving to smtp.gmail.com--> gmail-smtp-msa.l.google.com--> 74.125.70.108

The working offices were resolving to smtp.gmail.com--> gmail-smtp-msa.l.google.com--> 74.125.207.108

For some reason the email account used for voicemail to email would NOT authenticate with 74.125.70.108.

Changing the smtp server in the email gateway to the IP 74.125.207.108 resolved the issue. what a PITA

I realize this isn't a permanent fix but at least it's working for now

[TechMB]

I'm having this same issue, can someone point me in the right direction?  Logs say that messages are coming from root@domainname - Where would I find the Administrator without email? Under users?  I have 3 users listed there and I added an email address to all 3 users but I still get the root@domainname sending emails on my logs.

[Tech Electronics]

TechMB,

Look under E-Mail Gateway and make sure there is something under the administrator email address.

Thanks,

TE