Callpilot can receive faxes but can’t send?

[Chriswilken]

My client is using Callpilot Desktop messaging to send and receive faxes. Everything was working fine until there Exchange server fell over for a couple of days. After they sorted out there Exchange server the users couldn’t send faxes any more but can receive faxes. I know it sounds that the problem must be on there server side but the client thinks that there is something wrong with Callpilot and the desktop messenger. I hope someone has come across this problem before and can help me. Problem seems to SMTP related. I’m using Nortel Fax option.

I have made the following Callpilot capture file from the clients pc.

13:32:45:055 - Application Mode
13:32:45:055 - Command Line Mode == 0
13:32:45:196 - CIMAPServer:oLogon IMAP connection opened
13:32:45:196 - nmcred: <117614147, 10.200.1.48> ref'd 3
13:32:45:196 - CreateFaxAddress()
13:32:45:212 - FAX=05172306@cpilotmetro.za.metgroup.biz
13:32:45:212 - SendSMTPMessage()::start
13:32:45:212 - CSMTPServer:oLogon opening SMTP connection
13:32:45:477 - mm_log <Trying IP address [10.200.1.48]> <0>
13:32:45:493 - mm_log <Winsock cleanup> <0>
13:32:45:493 - mm_log <Can't connect to [10.200.1.48],25: Unknown error (10053)> <2>
13:32:45:493 - CSMTPServer:oLogon SMTP connection failed
13:32:45:493 - nmcred: <117614147, 10.200.1.48> ref'd 2
13:32:45:493 - CQuickFax::SendSMTPMessage:Logon to SMTP server failed
13:32:45:508 - nmcred: <117614147, 10.200.1.48> released 1
13:32:49:118 - nmcred: <117614147, 10.200.1.48> released 2
13:32:49:118 - Exit
13:32:49:118 - Delete File C:\PROGRA~1\NORTEL~1\CALLPI~1\nda\F0e44948.TI



Chris Wilken
Business Connexion
South Africa,JHB

 

[Supernn]

Did you reset the encryption key after the Exchange server was restored?
In CPManager click on "Messaging | External Email Servers" followed by clicking on the "Reset" key near "Email Password Master Encryption Key

 

[Chriswilken]

Solution if any one gets this problem again

Solution Detail






Failure to send fax via Desktop Messaging


--------------------------------------------------------------------------------

Problem Description


Fact:
CallPilot
CallPilot 2.02
CallPilot Desktop Messaging
Desktop Messaging 2.50.06.25
Fax messaging
CallPilot Server is properly configured
CallPilot Server DNS domain and FQDN are properly configured
RPL is properly configured
Mailbox Access class allows Fax and Desktop Capability

Symptom:
Failure to send fax via Desktop Messaging
Cannot fax out of Desktop Messaging
Cptrace tool provided with the Callpilot Desktop displays the following trace :

12:13:16:421 - C:\WINDOWS\system32\nmquick.exe C:\ARCHIV~1\NORTEL~1\CALLPI~1\nda\F0e489cc.TIF "Microsoft Word - Test PIX UPO.doc"
12:13:16:500 - Application Mode
12:13:16:500 - Command Line Mode == 0
12:13:16:515 - CBaseServer:ingViaICMP pinging server...
12:13:16:546 - CIMAPServer:oProtocolLogon opening IMAP connection
12:13:16:562 - mm_log <Trying IP address [192.168.10.48]><0>
12:13:16:578 - mm_notify <CALLPILOT.enterprise.com CallPilot IMAP4rev1 v02.01.27.06 server ready><0>
12:13:23:281 - mm_exists <0>
12:13:23:281 - CIMAPServer::Logon IMAP connection opened
12:13:23:296 - CIMAPServer::XNortelFetchMCESystem sending X_NORTEL_FETCH_MCE_SYSTEM
12:13:23:500 - CIMAPServer::XNortelFetchMCESystem complete
12:13:23:500 - CIMAPServer::XNortelUserCOS sending X_NORTEL_USERCOS
12:13:23:718 - CIMAPServer::XNortelUserCOS complete
12:13:23:718 - nmcred: <178955, CALLPILOT.enterprise.com> eCredCancelled
12:13:23:734 - nmcred: <178955, CALLPILOT.enterprise.com> ref'd 1
12:13:23:750 - nmcred: <178955, CALLPILOT.enterprise.com> eCredValid
12:13:25:765 - CIMAPServer::Reset IMAP connection closed
12:13:25:781 - mm_notify <CALLPILOT.enterprise.com IMAP4rev1 server terminating connection><4>
12:13:25:796 - mm_log <Winsock cleanup><0>
12:13:25:796 - CreateFaxAddress()
12:13:25:812 - FAX=9262@CALLPILOT.enterprise.com
12:13:25:828 - SendSMTPMessage()::start
12:13:25:843 - CSMTPServer:oLogon opening SMTP connection
12:13:25:843 - mm_log <Trying IP address [192.168.10.48]><0>
12:13:25:859 - mm_log <Can't connect to callpilot.enterprise.com,25: Unknown error (10053)><2>
12:13:25:875 - mm_log <Winsock cleanup><0>
12:13:25:890 - CSMTPServer:oLogon SMTP connection failed
12:13:25:906 - nmcred: <178955, CALLPILOT.enterprise.com> eCredCancelled
12:13:25:921 - nmcred: <178955, CALLPILOT.enterprise.com> ref'd 1
12:13:25:937 - CQuickFax::SendSMTPMessage:Logon to SMTP server failed
12:13:25:937 - nmcred: <178955, CALLPILOT.enterprise.com> released 0
12:13:25:953 - nmcred: <178955, CALLPILOT.enterprise.com> reset
12:13:29:906 - nmcred: <178955, CALLPILOT.enterprise.com> released 0
12:13:29:921 - nmcred: <178955, CALLPILOT.enterprise.com> reset
12:13:29:937 - Exit

Cause:
Firewall issue blocking SMTP port 25 (Refer to solution: NORT051470-Cannot fax out of desktop messaging.).



Problem Resolution


Fix:
Open port 25 on the firewall, and make sure that the following ports are also opened as stated in NTP 555-7101-503 - CallPilot Desktop Messaging and My CallPilot Administration Guide:


PROTOCOL NORMAL SSL
IMAP 143 993
SMTP 25 465
LDAP 389 636
HTTP 80 443
FTP 21 ---

If the firewall is between My CallPilot and the user's browser, then the following ports must be open: HTTP, FTP and IMAP (for audio player telset).
If the firewall is between the CallPilot Server and the My CallPilot Server, then these ports need to be open: FTP, IMAP, SMTP and LDAP.







Chris Wilken
Business Connexion
South Africa,JHB