We are not receiving alerts emails from UIM. We need help in analyzing the root cause.

Products

• DX Unified Infrastructure Management (Nimsoft / UIM)
• CA Unified Infrastructure Management On-Premise (Nimsoft / UIM)
• CA Unified Infrastructure Management SaaS (Nimsoft / UIM)

Issue/Introduction

We are not receiving alerts from UIM with no changes in the configuration. Last email received was on Nov 22nd.

Environment

• Release: UIM 8.5.1
• Component: nas
• emailgtw

Cause

- multiple

Resolution

nas reset did not initially resolve the nas GUI syncing issue.

- Renamed the database.db and transactionlog.db files
- Dropped the tables

DELETE FROM NAS_VERSION;
DELETE FROM NAS_ALARMS;
DELETE FROM NAS_TRANSACTION_SUMMARY;
DELETE FROM NAS_TRANSACTION_LOG;
DELETE FROM NAS_NOTES;
DELETE FROM NAS_ALARM_NOTE;

hub parameters updated and hub restarted which alleviated the non-receipt of alarms going through. Previously they were delayed by about 10 minutes. Then alarms arrived almost immediately.

We had to set the nas nis bridge to no to allow the nas GUI to open.

Otherwise, nas sync to nis_bridge takes forever and you cannot open the GUI.

conf_nas.exe (GUI session) had to be killed.

Manual test of sending mail to the '<hostname>' mail server throws an error:

   221 2.7.0 Error: I can break rules, too. Goodbye.

SMTP Error 221:
Error 221 is an authentication error, which means you are using the wrong mail server, the user/password is incorrect, you need to change the authentication method OR SMTP access is not enabled for your email account. Try using SSL/TLS if you are sure that the mail server and user/password is correct.

A 'snarky' response from the server when your client continues to attempt to send data to the server, even though there are NO VALID RECIPIENTS and it has rejected your DATA command.

Customer's root problem is that on 11/22 something changed that seems to have gotten in the way of sending emails via nas AO profile with the recipient set to StandardAlarms for major alarms to be sent to a few email lists for example-> [email protected] and [email protected], so we tested it manually and it appears that the Distribution list is no longer valid on the mail server.

- nas 9.0.0 upgraded to nas 9.06HF6. pending completion...
- ems-10.2.1-HF1.zip currently queued for distribution.

1) nas sync issue

After nas 9.06HF6 was deployed and the nas reset, the nas GUI sync issue has now been resolved.

2) Emailing of major alarms to 'StandardAlarms' distribution list issue:

The mail admin had to add the 'from' email address-> '[email protected], as a member of the <<mail_dist_name> mail distribution list.

It was previously configured for a different 'from' mail address but someone made a change to the email address.

All problems resolved.