Schedueld N-able N-central reports not being sent to external recipient [DSN 5, Service Unavailable]

Last Modified

Thu Nov 22 19:35 GMT 2018

Description

Scheduled reports within N-able N-central are not being received

Environment

  • N-able N-central

Solution

The quickest way to confirm what's happening with your reports is to check the Mail Log

1. Log into your N-able N-central server with your Product Administrator account
2. From the red System level, navigate to Administration > Mail Network Settings > Test Email Delivery
3. From within the paragraph, download the mail log
  • Scheduled N-able N-central reports are sent from the server around 3:00am, so you'll want to begin your investigation starting at or around 3:00am. In the case of the following excerpt, the N-able N-central server is trying to send the report to the relay, however, it's being rejected:

[...]
Apr 24 03:06:28 servers_hostname sendmail[22890]: STARTTLS=client, relay=[REDACTED]., version=TLSv1/SSLv3, verify=FAIL, cipher=ECDHE-RSA-AES256-SHA384, bits=256/256
Apr 24 03:06:28 servers_hostname sendmail[22890]: v3O76ScE022886: to=<recipient_email>, delay=00:00:00, xdelay=00:00:00, mailer=relay, pri=222323, relay=[REDACTED], dsn=5.0.0, stat=Service unavailable
Apr 24 03:06:28 servers_hostname sendmail[22890]: v3O76ScE022886: v3O76ScE022890: DSN: Service unavailable
Apr 24 03:06:29 servers_hostname sendmail[22890]: v3O76ScE022890: to=<sender_email>, delay=00:00:01, xdelay=00:00:00, mailer=relay, pri=133580, relay=[REDACTED], dsn=5.0.0, stat=Service unavailable
Apr 24 03:06:29 servers_hostname sendmail[22890]: v3O76ScE022890: v3O76ScF022890: return to sender: Service unavailable
Apr 24 03:06:29 servers_hostname sendmail[22890]: v3O76ScF022890: to=root, delay=00:00:00, xdelay=00:00:00, mailer=local, pri=134604, dsn=2.0.0, stat=Sent
[...]
  • From StackExchange:
  • "A 'Service Unavailable' as a DSN 5 is quite often due to an expanded DSN notice...At this point, it is the sending client's responsibility to do something with the DSN. Anything that supports the expanded DSNs will create a bounceback that includes all the 550 lines. Anything that doesn't support it (and a lot of logging on some servers) will only show the 554 line."
  • In a scenario such as this, your best bet is to log into your mail relay with a telnet session and use telnet commends to test sending an email from the relay to the recipient and make note of the error(s) you receive. This would then need to be investigated. At this point, however, this falls outside the scope of N-able N-central's support
  • If the Partner is using Office365 as the mail relay server, ensure that the sender address (set in Administration > Defaults > Customized System Email) matches the email address used to authenticate with Office365 (Viewed at System level > Administration > Mail Network Settings > SMTP Authentication). If these do not match Office365 will very likely reject the message.