SMTP server not responding URL using bad/illegal format or missing URL

Products

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

Issue/Introduction

emailgtw probe generated an alarm:

SMTP server not responding URL using bad/illegal format or missing URL

emailgtw v2.90 throws the following errors post-upgrade to CU6:

...
emailgtw: (send_it) smtp_open succeeded
emailgtw: RSET
emailgtw: 250 2.0.0 Resetting
emailgtw: MAIL FROM:<[email protected]>
emailgtw: 250 2.1.0 Sender OK
emailgtw: RCPT TO:<########@<mobile_text_message_address>.com>
emailgtw: 550 5.7.54 SMTP; Unable to relay recipient in non-accepted domain
emailgtw: RSET
emailgtw: 250 2.0.0 Resetting
emailgtw: (send_it) smtp_send failed - 554 One or more recipients failed

SMTP server(s) not responding: Login denied

Environment

• Release: 20.4 CU6
• emailgtw v2.90

Cause

• TLS 1.2 enabled on the Exchange server

Resolution

Check to see if you can send emails/txt messages if you disable the TLS option in the emailgtw.

If TLS IS enabled on the mail gateways/server, you MAY have to:

• Use TLS Certificate: Select this option if you want the probe to connect through TLS Certificate with the Primary and/or secondary email server. This option will be enabled only if the 'Ignore TLS' is disabled. By default, this option will be disabled.
• Certificate: Provide the issuer certificate name. Place the issuer certificate (or the host certificate if the certificate is self-signed) in the emailgtw probe installation directory, e.g., C:\Program Files (x86)\Nimsoft\probes\gateway\emailgtw
  • From v2.90, this setting is not applicable. The Linux robot where the probe is deployed MUST have an OpenSSL certificate installed to use the TLS functionality to connect to the SMTP server.
• In UIM, the management server connects to the upstream mail gateway to send emails and SMS messages. The latest version of the software supports connectivity via TLS but we need the username and password to connect as you MAY need a client issuer or host certificate, but that is not always required. Ask your mail administrator regarding requirements.
  
  

Steps to resolve:

1. Make sure that the account and password is allowed to login and send emails/SMS txt messages. 
   Once the SMTP account and password are set up and verified that connections can be made, and SMTP login is successful:
2. Make sure that the server(s) you are trying to send mail/text messages from are added to the list of relay recipients
3. Note that as long as the mail server has TLS 1.2 enabled, in most customer environments no client certificates need to be added/referenced.
4. For SMS text messages to be sent to external addresses, if the addresses are not in the company's allowed address book, any email servers in Production, Test, DEV, etc., that you need to send email/SMS text messages from, need to be added to the mail server's list of recipients.