Voicemail Pro 11.4 cannot communicate with SMTP server 1

[mikegillespie]

Voicemail pro recently stopped being able to communicate with SMTP

Here is a trace from dbgview when I click "check" to test the SMTP settings:

27/03 14:03:42.239 vmprov5s (09,5) 1cd8,1af4: IP Office Voicemail Pro [Hardware mode 00] - Version 11.0.4.0.0 build 5 [CPU Usage 0.0] [CPU Min:0.0, Avg:0.8, Max:10.0] has been running for 0 days, 0 hours and 4 minutes.
27/03 14:03:42.239 vmprov5s (09,5) 1cd8,1af4: Call information: Received 0, Made 0, 0 missed voice packets (0 calls completed, 0 calls/hour) (Call duration(secs) - Min:0, Max:0, Avg:0).
27/03 14:03:42.239 vmprov5s (09,5) 1cd8,1af4: IntuityMode is set to true
27/03 14:03:42.239 vmprov5s (09,5) 1cd8,1af4: ITZSupport is set to true
27/03 14:03:42.239 vmprov5s (09,5) 1cd8,1af4: Threads (58 threads), worker threads (58 inuse, 0 free), voicemail tasks (4 tasks)
27/03 14:03:42.239 vmprov5s (09,5) 1cd8,1af4: Voicemail Sessions (Connections 0 - 0) (Links:11999 from 12000) (CMMsg:0 left from 0) (VM:0 NODES:0 SN:0 SCO:0 SBL:0 FILES:0)
27/03 14:03:42.239 vmprov5s (09,5) 1cd8,1af4: Predictive Call objects:- CIPOSessionManager[0], CIVRSession[0], CRecordingSession[0], CCPAPlayerData[0], CPromptPlayer[0], CPBXConnector[0], CPromptHelper[0], CRecordData[0], CRecordHelper[0]
27/03 14:03:42.239 vmprov5s (09,5) 1cd8,1af4: Allocated buffers (3 buffers, 0 sequenced) (Buffer pool(0:1000 1:250 2:2500 3:1497)) cached prompts (0 ALAW, 0 ULAW)
27/03 14:03:42.239 vmprov5s (09,5) 1cd8,1af4: Mailboxes (0 mailboxes, 0 messages, 0 file objects)
27/03 14:03:42.239 vmprov5s (09,5) 1cd8,1af4: TCP Connections (1 clients)
27/03 14:03:42.239 vmprov5s (09,5) 1cd8,1af4: Outstanding Emails (0 Emails, 0 VPNM and 0 SMTP)
27/03 14:03:42.240 vmprov5s (09,5) 1cd8,1af4: SYNC Status: [0 outstanding tasks, 0 cached objects, 0 allocated objects]
27/03 14:03:42.240 vmprov5s (09,5) 1cd8,1af4: PBX Configuration:-
27/03 14:03:42.240 vmprov5s (09,5) 1cd8,1af4: Voicemail Pro mode, locale: , IPO hardware mode: 00 []
27/03 14:03:42.240 vmprov5s (09,5) 1cd8,1af4: EVML:-
27/03 14:03:42.240 vmprov5s (09,5) 1cd8,1af4: Maximum recording capacity: Unlimited, Maximum Recording Time: 0 seconds
27/03 14:03:42.240 vmprov5s (09,5) 1cd8,1af4: Maximum Sessions: 0, Minimum PIN length: 0 digits
27/03 14:03:42.240 vmprov5s (09,5) 1cd8,1af4: SMTP:-
27/03 14:03:42.240 vmprov5s (09,5) 1cd8,1af4: Host address 0.0.0.0, port 0, Login method "none", login user ""
27/03 14:03:42.240 vmprov5s (09,5) 1cd8,1af4: VoiceMail performance information:-
27/03 14:03:42.240 vmprov5s (09,5) 1cd8,1af4: Memory statistics:-
27/03 14:03:42.240 vmprov5s (09,5) 1cd8,1af4: Physical Memory: 26% in use, 8388148 KB (Available: 6190728 KB)
27/03 14:03:42.240 vmprov5s (09,5) 1cd8,1af4: Commit Charge Limit: 9698868 KB, (Available to commit: 7660544 KB)
27/03 14:03:42.240 vmprov5s (09,5) 1cd8,1af4: Virtual memory: 2097024 KB, (Available: 1916596 KB, Extended available: 0 KB)
27/03 14:03:42.240 vmprov5s (09,5) 1cd8,1af4: Process:-
27/03 14:03:42.240 vmprov5s (09,5) 1cd8,1af4: (Virtual) Private Bytes: 16820 KB (Peak 18612 KB), Page Faults 33005
27/03 14:03:42.240 vmprov5s (09,5) 1cd8,1af4: (Physical) Working set: 27340 KB (peak 28920 KB), Paged pool usage: 178 KB (peak 201 KB), Non-Paged pool usage: 40 KB (peak 124 KB)
27/03 14:03:42.240 vmprov5s (09,5) 1cd8,1af4: Handles:-
27/03 14:03:42.240 vmprov5s (09,5) 1cd8,1af4: Number of open handles: 506, GDI Handles: 0, USER Handles: 0
27/03 14:03:42.240 vmprov5s (09,5) 1cd8,1af4: IO:-
27/03 14:03:42.240 vmprov5s (09,5) 1cd8,1af4: Reads: 29, Writes: 3, Other: 19139
27/03 14:03:42.240 vmprov5s (09,5) 1cd8,1af4: Reads: 90881 bytes, Writes: 296 bytes, Other: 242766 bytes
27/03 14:03:42.240 vmprov5s (09,5) 1cd8,1af4: Run time Alarms information
27/03 14:03:42.242 vmprov5s (09,5) 1cd8,1af4: Alarms AutoDial List (0 alarms):-
27/03 14:03:42.242 vmprov5s (09,5) 1cd8,1af4: ======================================================================
27/03 14:03:55.212 DbgOut (01,5) 7284,7660: DllMain(hinstDLL=0x10000000, fdwReason=DLL_THREAD_DETACH)
27/03 14:03:55.212 DbgOut (01,5) 7284,7064: DllMain(hinstDLL=0x10000000, fdwReason=DLL_THREAD_DETACH)
27/03 14:04:07.904 DbgOut (01,5) 7384,6472: DllMain(hinstDLL=0x10000000, fdwReason=DLL_THREAD_DETACH)
27/03 14:04:10.413 DbgOut (01,5) 6204,6036: DllMain(hinstDLL=0x10000000, fdwReason=DLL_THREAD_DETACH)
27/03 14:04:28.782 DbgOut (01,5) 6204,2736: DllMain(hinstDLL=0x10000000, fdwReason=DLL_THREAD_DETACH)
27/03 14:04:28.782 DbgOut (01,5) 6204,7348: DllMain(hinstDLL=0x10000000, fdwReason=DLL_THREAD_DETACH)
27/03 14:04:30.935 DbgOut (01,5) 6204,7648: DllMain(hinstDLL=0x10000000, fdwReason=DLL_THREAD_ATTACH)
27/03 14:04:30.936 DbgOut (01,5) 6204,7544: DllMain(hinstDLL=0x10000000, fdwReason=DLL_THREAD_ATTACH)
27/03 14:04:32.630 DbgOut (01,5) 6756,7432: DllMain(hinstDLL=0x10000000, fdwReason=DLL_THREAD_DETACH)
27/03 14:04:32.631 DbgOut (01,5) 6756,7628: DllMain(hinstDLL=0x10000000, fdwReason=DLL_THREAD_ATTACH)
27/03 14:04:32.810 DbgOut (01,5) 6756,8880: DllMain(hinstDLL=0x10000000, fdwReason=DLL_THREAD_DETACH)
27/03 14:04:32.836 DbgOut (00,5) 6756,5900: DllMain(hinstDLL=0x10000000, fdwReason=DLL_PROCESS_DETACH)
27/03 14:04:39.909 DbgOut (01,5) 7384,1876: DllMain(hinstDLL=0x10000000, fdwReason=DLL_THREAD_ATTACH)
27/03 14:04:42.170 vmprov5s (09,5) 1cd8,1af4:
27/03 14:04:42.170 vmprov5s (09,5) 1cd8,1af4: ======================================================================
27/03 14:04:42.170 vmprov5s (09,5) 1cd8,1af4: IP Office Voicemail Pro [Hardware mode 00] - Version 11.0.4.0.0 build 5 [CPU Usage 0.6] [CPU Min:0.0, Avg:0.7, Max:10.0] has been running for 0 days, 0 hours and 5 minutes.
27/03 14:04:42.170 vmprov5s (09,5) 1cd8,1af4: Call information: Received 0, Made 0, 0 missed voice packets (0 calls completed, 0 calls/hour) (Call duration(secs) - Min:0, Max:0, Avg:0).
27/03 14:04:42.170 vmprov5s (09,5) 1cd8,1af4: IntuityMode is set to true
27/03 14:04:42.172 vmprov5s (09,5) 1cd8,1af4: ITZSupport is set to true
27/03 14:04:42.172 vmprov5s (09,5) 1cd8,1af4: Threads (58 threads), worker threads (58 inuse, 0 free), voicemail tasks (4 tasks)
27/03 14:04:42.172 vmprov5s (09,5) 1cd8,1af4: Voicemail Sessions (Connections 0 - 0) (Links:11999 from 12000) (CMMsg:0 left from 0) (VM:0 NODES:0 SN:0 SCO:0 SBL:0 FILES:0)
27/03 14:04:42.172 vmprov5s (09,5) 1cd8,1af4: Predictive Call objects:- CIPOSessionManager[0], CIVRSession[0], CRecordingSession[0], CCPAPlayerData[0], CPromptPlayer[0], CPBXConnector[0], CPromptHelper[0], CRecordData[0], CRecordHelper[0]
27/03 14:04:42.172 vmprov5s (09,5) 1cd8,1af4: Allocated buffers (3 buffers, 0 sequenced) (Buffer pool(0:1000 1:250 2:2500 3:1497)) cached prompts (0 ALAW, 0 ULAW)
27/03 14:04:42.172 vmprov5s (09,5) 1cd8,1af4: Mailboxes (0 mailboxes, 0 messages, 0 file objects)
27/03 14:04:42.172 vmprov5s (09,5) 1cd8,1af4: TCP Connections (1 clients)
27/03 14:04:42.172 vmprov5s (09,5) 1cd8,1af4: Outstanding Emails (0 Emails, 0 VPNM and 0 SMTP)
27/03 14:04:42.172 vmprov5s (09,5) 1cd8,1af4: SYNC Status: [0 outstanding tasks, 0 cached objects, 0 allocated objects]
27/03 14:04:42.172 vmprov5s (09,5) 1cd8,1af4: PBX Configuration:-
27/03 14:04:42.172 vmprov5s (09,5) 1cd8,1af4: Voicemail Pro mode, locale: , IPO hardware mode: 00 []
27/03 14:04:42.172 vmprov5s (09,5) 1cd8,1af4: EVML:-
27/03 14:04:42.172 vmprov5s (09,5) 1cd8,1af4: Maximum recording capacity: Unlimited, Maximum Recording Time: 0 seconds
27/03 14:04:42.172 vmprov5s (09,5) 1cd8,1af4: Maximum Sessions: 0, Minimum PIN length: 0 digits
27/03 14:04:42.172 vmprov5s (09,5) 1cd8,1af4: SMTP:-
27/03 14:04:42.172 vmprov5s (09,5) 1cd8,1af4: Host address 0.0.0.0, port 0, Login method "none", login user ""
27/03 14:04:42.172 vmprov5s (09,5) 1cd8,1af4: VoiceMail performance information:-
27/03 14:04:42.172 vmprov5s (09,5) 1cd8,1af4: Memory statistics:-
27/03 14:04:42.172 vmprov5s (09,5) 1cd8,1af4: Physical Memory: 26% in use, 8388148 KB (Available: 6197460 KB)
27/03 14:04:42.172 vmprov5s (09,5) 1cd8,1af4: Commit Charge Limit: 9698868 KB, (Available to commit: 7674576 KB)
27/03 14:04:42.172 vmprov5s (09,5) 1cd8,1af4: Virtual memory: 2097024 KB, (Available: 1916596 KB, Extended available: 0 KB)
27/03 14:04:42.172 vmprov5s (09,5) 1cd8,1af4: Process:-
27/03 14:04:42.172 vmprov5s (09,5) 1cd8,1af4: (Virtual) Private Bytes: 16816 KB (Peak 18612 KB), Page Faults 33015
27/03 14:04:42.172 vmprov5s (09,5) 1cd8,1af4: (Physical) Working set: 27348 KB (peak 28920 KB), Paged pool usage: 178 KB (peak 201 KB), Non-Paged pool usage: 40 KB (peak 124 KB)
27/03 14:04:42.172 vmprov5s (09,5) 1cd8,1af4: Handles:-
27/03 14:04:42.174 vmprov5s (09,5) 1cd8,1af4: Number of open handles: 504, GDI Handles: 0, USER Handles: 0
27/03 14:04:42.174 vmprov5s (09,5) 1cd8,1af4: IO:-
27/03 14:04:42.174 vmprov5s (09,5) 1cd8,1af4: Reads: 29, Writes: 3, Other: 23270
27/03 14:04:42.174 vmprov5s (09,5) 1cd8,1af4: Reads: 90881 bytes, Writes: 296 bytes, Other: 298865 bytes
27/03 14:04:42.174 vmprov5s (09,5) 1cd8,1af4: Run time Alarms information
27/03 14:04:42.174 vmprov5s (09,5) 1cd8,1af4: Alarms AutoDial List (0 alarms):-
27/03 14:04:42.174 vmprov5s (09,5) 1cd8,1af4: ======================================================================


Thanks in advance,

Mike

 

[joe2938]

Can you piong the SMTP server from system status? If not run monitor with the smtp filter ticked

ACSS IP Office AIPS IP Office

 

[mikegillespie]

yes sir

 

[joe2938]

so you are saying you can ping from system status the SMTP server?

ACSS IP Office AIPS IP Office

 

[mikegillespie]

Yes, I can ping the SMTP server from the SSA and the VM pro server. Sorry, I should have been specific about that.

Thanks

 

[joe2938]

So your voice mail to email is not working? has it ever worked?

ACSS IP Office AIPS IP Office

 

[mikegillespie]

Yes. It worked up until recently

 

[joe2938]

stop and restart the service and see if that works.

ACSS IP Office AIPS IP Office

 

[teletechman]

can you use putty to test the SMTP server, is it onsite or remote, Office365 etc.. Could the provider have changed the the port to access. Turn on SMTP trace in the client and then check the SMTP logs in the VM folder.
Mike

 

[CarGoSki]

you can try to telnet to the smtp server to see if it responds: telnet mailserveraddress portnumber
the smpt logs would also show the failures.
wireshark from the vmpro computer would show the smtp request and responses.

Looks like vmpro just started and has been active for four mins:
IP Office Voicemail Pro [Hardware mode 00] - Version 11.0.4.0.0 build 5 [CPU Usage 0.0] [CPU Min:0.0, Avg:0.8, Max:10.0] has been running for 0 days, 0 hours and 4 minutes.

dbgview shows no smtp info configured:
27/03 14:04:42.172 vmprov5s (09,5) 1cd8,1af4: SMTP:-
27/03 14:04:42.172 vmprov5s (09,5) 1cd8,1af4: Host address 0.0.0.0, port 0, Login method "none", login user ""