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Emails are no longer received from Performance Management post upgrade

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Article ID: 186488

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Updated On:

Products

CA Infrastructure Management CA Performance Management - Usage and Administration DX NetOps

Issue/Introduction

Recently upgraded Performance Management.

No longer receiving emails from Performance Management.

Reports sent via email from Performance Management aren't being received in email.

Notifications sent via email from Performance Management aren't being received in email.

According to the email administrator the SMTP server configuration is:
  • The SMTP server is advertising STARTTLS.
  • It is capable of TLS.
  • It will NOT accept TLS versions below TLSv1.2.
  • SSLv2, TLSv1.0 and TLSv1.1 are disabled.

Cause

Starting with release r3.7.7 new code was introduced to enable use STARTTLS and TLSv1.2 protocols for SMTP communication.

When the email server responds that it accepts STARTTLS Performance Management isn't determining which TLS versions are supported/functional. As a result we default to use TLSv1.0.

This was introduced in the following entry from the r3.7.7 Fixed Issues list.

Symptom: Emails sent securely are failing.
Resolution: Internal email properties have been updated to send all email using TLS, if server supports it.
(3.7.7, DE432418)

Environment

Impacts Performance Management releases:
  • r3.7.7
  • r3.7.8
  • r3.7.9

Resolution

This has been fixed as of  CA Performance Management 3.7.10, from the 3.7.10 Fixed Issues section of the documentation:

Symptom: When sending email via STARTTLS, Performance Center would only allow TLSv1.0.  If email server was TLSv1.1 or TLSv1.2, the email server would reject the email connection.
Resolution: Updated Performance Center to support TLSv1.2, TLSv1.1 and TLSv1.0 when email server supports STARTTLS.
(3.7.10, DE451724)


WORK-AROUND


Disable TLSv1.2 and/or allow TLSv1.0 on the email server.

Additional Information

Fixed Issues list:

https://techdocs.broadcom.com/content/broadcom/techdocs/us/en/ca-enterprise-software/it-operations-management/performance-management/3-7/release-notes/fixed-issues.html