After Upgrade to 6.0, Email Synchronization no longer works

[mitel_ephone]

Hello!

We have three offices all running 5.1; two of those got updated to 6.0. Ever since those two offices got updated, the email synchronization feature just decided not to work for those offices. The one on 5.1 still works. In DB programming, all of the info remains the same under each mailbox, email gateway, and ip settings.

I can not pinpoint the issue. Here is a sample from mail.mainlog:

Mar  7 15:21:35 Mitel5000 exim[27788]: 1WM1Gt-0007EC-Hn <= voicemail@***********.com U=root P=local S=617323 T="[0:29] Message for MB **** from a caller at (***) ***-****"
Mar  7 15:21:35 Mitel5000 exim[27791]: 1WM1Gt-0007EC-Hn SMTP error from remote mail server after : host *********[***.***.***.***]: 334 VXNlcm5hbWU6
Mar  7 15:21:35 Mitel5000 exim[27790]: 1WM1Gt-0007EC-Hn == *******@***********.com R=smarthost T=remote_smtp defer (0): SMTP error from remote mail server after : host *********** [***.***.***.***]: 334 VXNlcm5hbWU6
Mar  7 15:21:35 Mitel5000 exim[27790]: 1WM1Gt-0007EC-Hn ** ********@**********.com: retry timeout exceeded
Mar  7 15:21:36 Mitel5000 exim[27792]: 1WM1Gy-0007EG-1g <= <> R=1WM1Gt-0007EC-Hn U=mail P=local S=108054 T="Mail delivery failed: returning message to sender"
Mar  7 15:21:36 Mitel5000 exim[27793]: 1WM1Gy-0007EG-1g ** voicemail@************.com R=smarthost T=remote_smtp: retry time not reached for any host after a long failure period

This was not occurring before the upgrade. Also, mail server can be pinged from the SSH connection. I was hoping someone would be able to provide some insight before our 3rd office receives the upgrade to 6.0.

[Tech Electronics]

Mitel_ephone,

I am not sure how much you know about SMTP, but you are getting an error code 334 which means it is an authentication error when trying to connect to the server. My suggestion, without more information to go on, would be to clear out your username and password under the E-Mail Gateway and put them back in correctly as they may have been corrupted during the upgrade. When you see 334 VXNlcm5hbWU6 [Username] it is using Base64 and is requesting a Username and it either isn't getting a good one or it isn't getting one at all. By the way if you get 334 UGFzc3dvcmQ6 [Password] that means your username is good and it is now requesting a password. Hopefully that helps a little, if you need more help just post back here and I will check in every so often tonight.

Thanks,

TE

[marcolive]

With 6.0, Mitel changed the email "engine" (exim).

Now, you must provide username/password to your SMTP server. You can no longer send emails with no authentication.

This is very bad... We have some customers that just lost this feature since they don't always control their SMTP server settings.

[Tech Electronics]

Marcolive,

I am not aware of that as I have not run into that situation yet, but the issue with mitel-ephone is not the same problem as the error codes they are getting are from the email server and not the phone system.

Do you have documentation or information from Mitel that SMTP now requires authentication?

Thanks,

TE

[mitel_ephone]

Tech Electronics and marcolive, I want to thank you both for your replies. It turned out that the username and password fields were blank in both systems and led to the 334 message. I never saw the reason to add them until now but after adding that information, voicemails are being properly sent to email.

We can now go ahead with the upgrade to the final office. I can't believe I hadn't thought of that before!

[marcolive]

Tech Electronics,

If you have access to Mitel Online, look at "Email gateway no longer working in 5.1 SP5 and higher software, did something change?" article in Mitel 5000 knowledge base.

"Starting in v5.1 SP5 and higher software for the Mitel 5000 the Exim library has been updated to be more secure. Due to this change in software, authentication is required for the email gateway to correctly connect to the exchange server to send emails now."

Next, they say it's possible to send unauthenticated emails with some Exchange configuration... Never tested since most of our small/mid sized customers have hosted email, so we don't control email server parameters.

Hope that helps! 

[Tech Electronics]

Marcolive,

Yes, that helps out a lot and now I know why I have never run into that problem yet so thanks!

Thanks,

TE