ONTAP AutoSupport (Transport SMTP) Delivery Failure Resolution Guide

Last updated

Apr 11, 2025
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Views:: 9,524

Visibility:: Public

Votes:: 2

Category:: ontap-9

Specialty:: core

Last Updated:: 4/11/2025, 7:15:08 AM

Applies to

ONTAP 9
AutoSupport
Transport SMTP

Description

Our NetApp node(s) doesn't appear to be sending any AutoSupport emails

Follow this guide to help you locate the proper solution to your question or issue.

Verify your current configuration

For a smoother experience, run the following command to gather your Nodes configuration

::>autosupport show -node <node name> -instance

Node: cluster-01 State: enable SMTP Mail Hosts: mailhost From Address: admin@email.com List of To Addresses: address1@email.com,address2@email.com List of Noteto Addresses: - List of Partner Addresses: - Send AutoSupport Messages to Vendor Support: enable Protocol to Contact Support: SMTP Support Proxy URL:

Verify Connectivity is good

cluster1::> system node autosupport check show -node node2
                            On Demand
Node             HTTP/HTTPS Server     SMTP       Configuration
---------------- ---------- ---------- ---------- -------------
node2            ok         ok         ok         ok

Connectivity fails

If connectivity fails, you must check connections to the Mailhost.

Procedure

How to find the reason for the failed transmission

Option 1 - Review AutoSupport History

system autosupport history show -node * -fields node ,seq-num ,status ,error ,destination

seq-num destination status error ------- ----------- ------ ----- 39 http ignore "" 39 smtp transmission-failed Failed sending data to the peer 39 noteto ignore "" 38 http ignore "" 38 smtp sent-successful "" 38 noteto ignore ""

Option 2 - Review notifyd.log

node run -node (node name) -command rdfile /etc/log/mlog/notifyd.log

copy it out to your favorite text editor
To locate the error: Use ctrl F and search

In most cases you may start from the following line (message: Closing connection #0) and work up to the true error message.

Tip: Use the following Table for additional messages to look for

SMTP Error	Solution
Sent-successful ONTAP will consider an AutoSupport message sent-successful once it has determined that the SMTP (mailhost) server has accepted the e-mail message. The message, however, might have been dropped by your mailhost server and never relayed to NetApp.com	AutoSupport using SMTP shows sent-successful but is not received internally or by NetApp in Clustered Data ONTAP and ONTAP 9 Autosupport not being sent due to firewall blocking SMTP access Autosupport in ONTAP is randomly sending out notice logs using SMTP due to a web filter
[WARNING: UNSCANNABLE EXTRACTION FAILED]	Internal AutoSupport emails are incomplete and contain the subject [WARNING: UNSCANNABLE EXTRACTION FAILED]
Failed to connect to support.netapp.com port 443: Operation timed out	Autosupport fails delivery with error Operation timed out in ONTAP
message: Could not resolve host: support.netapp.com	Autosupport stopped working after ONTAP upgrade or reboot 'Could not resolve host' AutoSupport delivery fails due to DNS - Couldn't resolve host in ONTAP 9 and earlier AutoSupport Fails to Resolve Host due to a misconfigured service-policy Autosupport - Could not resolve host - 'support.netapp.com' due to missing service-policy AutoSupport fails, Could not resolve host: support.netapp.com due to a proxy setup
Failed sending data to the peer	This is a generic error. Refer to Option 2 - review notifyd.log
message: 550 5.1.7	Not receiving AutoSupport e-mails from ONTAP due to 550 5.1.7 invalid email account
message: 550 5.7.1 Unable to relay 554 5.7.1 : Client host rejected: Access denied READMSG:550 5.7.1 <autosupport@netapp.com>...Relaying denied	Not receiving AutoSupport e-mails from ONTAP due to 550 5.7.1 Unable to relay
READMSG:554 Mail from user _@domain.com rejected for policy reasons 554 5.7.1 : Client host rejected: Access denied	ASUP over SMTP fails with Client host rejected: Access denied this is the `'from address'`. mailhost relaying policies are not allowing this account to relay
message: 550 5.7.606 Access denied, banned sending IP	Microsoft Article- This is a Mailhost side configuration issue.
message: 550 5.7.0 Message Size Violation	SMTP 550 5.7.0 Message Size Violation
message: 550 5.7.0 Attachment Violation	SMTP 550 5.7.0 Attachment Violation
451 5.7.3 STARTTLS is required to send mail 530 5.7.0 Must issue a STARTTLS command first	Autosupport using SMTP fails with Mailhost error 5.7.3 External client does not have permissions to submit to this server Email recipients not receiving Autosupports sent over SMTP: 530 5.7.0 Must issue a STARTTLS command first Does AutoSupport support STARTTLS for SMTP transmission in ONTAP ?
Last Error: Failed sending data to the peer　 message: 553 Specified domain is not allowed	Failed to send AutoSupport via SMTP with "553 Specified domain is not allowed" error
error message: FTP: weird server reply 421 Service Not Available	AutoSupport for ONTAP 9 over SMTP error message: 421 4.3.2 Service not available
StatusCheck: Connectivity check to SMTP Mail Host svcautosupport:M![account@mailrelay.domain.com:587 destination failed. Reason: Timeout was reached	ONTAP Autosupport SMTP: fails when using a username/password, only annonymous works
A denial of service protection limit was exceeded.	McAfee scanner removes AutoSupport sections when data size limit is exceeded

Additional Information

SMTP Setup and Configuration

When working with NetApp support or a Partner we recommend that you manually upload a full AutoSupport if its not delivering to NetApp.
This will expedite the resolution process. How to manually upload AutoSupport messages to NetApp in ONTAP 9