Voicemail to email suddenly not working. 1

[Straggle]

I am feeling like a dunce.
I’ve got an IPO, 10.0, essential edition, and voicemail to email has been working using an office 365 SMTP server for which my customer is licensed.

As of Saturday, at 11:45 or so a.m., voicemails are no longer being received in email boxes.

Thinking that Microsoft may have changed something in office 365, I changed my server over to a Gmail server, using port 587, with authentication required, and still am not receiving emails.

There are no alarms in System Status telling me that the SMTP server cannot be reached, but I don’t know what else to check.

I can ping the IP address associated with the Gmail server from the IPO, and am using 8.8.8.8 as my DNS,

The system has been rebooted a couple times.

What am I missing?

 

[splittingcodec]

Not sure what you're missing, but the logs are. You said you are using essential edition - does that mean that you're using Embedded Voicemail? If so, run a sysmon session with the Embedded Voicemail filters checked and try to leave a test message - it's a pain reading the sysmon logs but you should see data populate that you can analyze and troubleshoot from.

If you are using Voicemail Pro, enable logging in the Vmail Pro Client and check logs in the VM backbone directory after leaving an unsuccessful message.

 

[joe2938]

you didn't recently change your wan provider right? you did populate the new smtp settings under system /smtp right?

 

[Straggle]

joe2938: no, there is no new WAN provider and I did the SMTP settings under System.

splitingcodec: here is a copy / paste of a section of Monitor when I did a test VM to the extension "Phone room"

13639236mS LVMail: Notify: Phone Room New: 1 Old: 0 Saved: 0
13639236mS LVM(recorder): ~LVM Recorder 114: destructor called
13639242mS LVM(flash): FlashA: AppendFlashItem: File: 89914 nBodyLen: 4968 file: 89914
13639260mS LVM(flash): FlashA: AppendFlashItem: exiting after 18 ms
13639261mS LVM(flash): FlashA: CloseFlashItem: File: 89914 nNameLen: 208 nBodyLen: 45511
13639298mS LVM(flash): FlashA: CloseFlashItem: exiting after 37 ms
13639299mS LVM(flash): FlashA: ReadFirstSector: file: 89914
13639299mS LVM(flash): FlashA: ReadFirstSector: exiting after 0 ms
13639299mS LVM(flash): FlashMan: AddFMEntry: File: 89914: Phone Room type: U-Law New Mess
13639300mS LVMail: Notify: Phone Room New: 2 Old: 0 Saved: 0
13639300mS LVMail: Message recorded. Email mode(2) Addr(chris@straughn.biz) Locale(enu)
13639301mS LVM(email): VM Email request added to queue - size = 26
13652652mS LVM(recorder): LVM Recorder 115: constructor called
13652652mS LVMail: MailBox115: constructor called
13652652mS LVMail: AutoBox115: constructor called
13652652mS LVM(audio): IntuityLoginNode::Constructor: called
13652652mS LVM(audio): IntuityChangePasswordNode::Constructor: called
13652652mS LVM(audio): IntuityNameNode::Constructor: called
13652652mS LVM(audio): IntuityNameRecordNode::Constructor: called
13652652mS LVM(audio): IntuityRecordingPlayNode::Constructor: called
13652652mS LVM(audio): IntuityActivityMenuNode::Constructor: called
13652653mS LVM(audio): IntuityPersonalMenuNode::Constructor: called
13652653mS LVM(audio): IntuityOutcallingConfigNode::Constructor: called
13652653mS LVM(audio): IntuityOutcallingSetDestNode::Constructor: called
13652653mS LVM(audio): IntuityReceiveMsgsMenuNode::Constructor: called
13652653mS LVM(audio): IntuityTimeDateTestNode::Constructor: called
13652653mS LVM(audio): IntuityRespondMenuNode::Constructor: called
13652653mS LVM(audio): Audio115: constructor called
13652653mS LVMail: MailBox115: constructor called
13652653mS LVMail: Client115: constructor called:
ACallId.lid: 0 ACallId.id: 1012 ACallId.in: 0

 

[joe2938]

try a reboot of ip office if this is an embedded voice mail

 

[Straggle]

Jumping out at me is "13639301mS LVM(email): VM Email request added to queue - size = 26"

Where is that queue and what might be stopping the queue from executing?

 

[Straggle]

I rebooted at 7:45 this AM, and last night around 8 after I made the SMTP change.

 

[joe2938]

if we knew the answer to that question then it would be working, 26 emails are in queue

 

[Straggle]

I'm going to try using STARTLS setting checked on.

 

[Telecomboy]

Both office 365 and gmail require STARTLS checked.

 

[Straggle]

Too bad that setting is not a merge capable one.

 

[TouchToneTommy]

In Monitor, first Clear All
Call tab, check Email under Embedded Voicemail
Services tab, check SMTP
System tab, check Print and Prefix YYY-MM-DD and Prefix hh:mm:ss

Leave a voicemail and check the monitor log. This will show you what's happening.

 

[Straggle]

I've just received some advise, and will update the gallery when i've put it into effect.

Someone smarter than I asked if there are any mailboxes with 80+ messages in them (there is one with 250+), as he's seen that block email from working for the whole system. He suggested that I delete EVERY vm from that box and see if that solves the problem, as it did for him.

Stay tuned.

 

[Straggle]

All fixed. I deleted the 370 voicemails that were in the one mailbox, and I did a remote update from 9.0.9.to 9.0.12, and it works now!

Moral of the story (as we all know): be on the latest release of software.

Thanks everyone!

 

[critchey]

I have actually had two separate customers run into a similar situation both running R9.0.9. Upgrading to R9.0.12 and re-entering all information fixed the sitatuon in both cases. It seems like R9.0.9 has some voicemail to email issues.

The truth is just an excuse for lack of imagination.