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Unable to send autosupport with "The system will drop the message."

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ontap-9
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Applies to

  • ONTAP 9
  • AutoSupport
  • Cloud Volume Ontap

Issue

  • The following trap notification messages are received

[NetApp] Unable to send autosupport. productTrapData = AutoSupport mail (HA Group Notification from node-02 (USER_TRIGGERED (ALL:XXXXXXXXXX)) NOTICE) was not sent. The system will drop the message. productSerialNum =X-XX-XXXXXX

 

  • From EMS-LOG-FILE.GZ log, the ASUP for USER_TRIGGERED and OUT OF CLUSTER QUORUM are not sent due to "asup.smtp.drop:error."

Tue Jan 10 16:36:14 JST [node-02: notifyd: asup.smtp.drop:error]: AutoSupport mail (HA Group Notification from node-02 (NODE(S) OUT OF CLUSTER QUORUM) EMERGENCY) was not sent. The system will drop the message.
Tue Jan 10 17:36:33 JST [node-02: notifyd: asup.smtp.drop:error]: AutoSupport mail (HA Group Notification from node-02 (USER_TRIGGERED (ALL:XXXXXXXXXX)) NOTICE) was not sent. The system will drop the message.
Tue Jan 10 18:36:53 JST [node-02: notifyd: asup.smtp.drop:error]: AutoSupport mail (HA Group Notification from node-02 (USER_TRIGGERED (ALL:XXXXXXXXXX)) NOTICE) was not sent. The system will drop the message.

  • From NOTIFYD log, the cause of SMTP sending failure was due to the failure of DNS name resolution.


00000016.00813465 5bc70c44 Tue Jan 10 2023 16:36:14 +09:00 [kern_notifyd:info:1616] (category: 1616:3687:deliver) (emittime: 1/10/2023 16:11:55) (message: Failed to transmit smtp asup 3687, curl error: Couldn't resolve host name)
00000016.00813466 5bc70c44 Tue Jan 10 2023 16:36:14 +09:00 [kern_notifyd:info:1616] (category: 1616:3687:deliver) (emittime: 1/10/2023 16:11:55) (message: asup_job sent '/mroot/etc/log/autosupport/xxxxxxxxxxxx.1' mailserver=mailhost fd=22 t=XXXXXXXXXX status=0)
00000016.00813467 5bc70c44 Tue Jan 10 2023 16:36:14 +09:00 [kern_notifyd:info:1616] (category: 1616:3687:deliver) (emittime: 1/10/2023 16:11:55) (message: Failed to deliver smtp with subject: HA Group Notification from node-02 (NODE(S) OUT OF CLUSTER QUORUM) EMERGENCY)
00000016.00813468 5bc70c44 Tue Jan 10 2023 16:36:14 +09:00 [kern_notifyd:info:1616] (category: 1616:3687:deliver) (emittime: 1/10/2023 16:16:12) (message: Retry smtp ASUP delivery: seq num= 3687, subj= HA Group Notification from node-02 (NODE(S) OUT OF CLUSTER QUORUM) EMERGENCY

00000016.00819ff4 5bc799a7 Tue Jan 10 2023 17:36:33 +09:00 [kern_notifyd:info:1616] 0x80xxxxxxx: 0: ERR: Autosupport::Delivery: Unable to retrieve the FQDN of node, using the hostname in connection request sent to SMTP mailhost
00000016.00819ff5 5bc799a7 Tue Jan 10 2023 17:36:33 +09:00 [kern_notifyd:info:1616] Subject: HA Group Notification from node-02 (USER_TRIGGERED (ALL:XXXXXXXXXX)) NOTICE
00000016.00819ff6 5bc799a7 Tue Jan 10 2023 17:36:33 +09:00 [kern_notifyd:info:1616] Burt1092186: 8 : hostname nor servname provided, or not known

00000016.0082151a 5bc82709 Tue Jan 10 2023 18:36:52 +09:00 [kern_notifyd:info:1616] 0x80xxxxxxx: 0: ERR: Autosupport::Delivery: Unable to retrieve the FQDN of node, using the hostname in connection request sent to SMTP mailhost
00000016.0082151b 5bc82709 Tue Jan 10 2023 18:36:52 +09:00 [kern_notifyd:info:1616] Subject: HA Group Notification from node-02 (USER_TRIGGERED (ALL:XXXXXXXXXX)) NOTICE
00000016.0082151c 5bc82709 Tue Jan 10 2023 18:36:53 +09:00 [kern_notifyd:info:1616] Burt1092186: 8 : hostname nor servname provided, or not known

  • Since the default settings for sending mail are as follows, the Drop messages are displayed only when "To" is enabled.

Cluster::> autosupport trigger show

             AutoSupport                                       Additional
Node         Message                   To        Note To       Content
------------ ------------------------- --------- ------------- ---------------
node-02 clam.node.ooq           enabled   enabled       -                 
node-02 invoke                  enabled   disabled      -                 
node-02 weekly                  disabled  disabled      -                 
node-02 performance.data        disabled  disabled      -                 
node-02 ondemand.invoke         disabled  disabled      -      

  • From AUTOSUPPORT.XML, the SMTP Mail Hosts name is "mailhost", but this name is not registered on the DNS server.

 

 

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