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Sends RSET and loses email - how to prevent.

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Sends RSET and loses email - how to prevent. - 12.Feb.2010 3:10:43 PM   
rhodes2010

 

Posts: 37
Joined: 20.Mar.2009
Status: offline
Email is getting lost for first time ever.
My server thinks it was sent, Smarthost thinks it got it.
Email disappears from queue on Exchange 2003.

My Exchange 2003 server uses a Smarthost. (messagelabs.com).
We have never had any trouble... until yesterday.

Our server is issueing a RSET to the smarthost.

Does anyone know anything about how to stop this from happenning ?
Can I stop RSET completely ? Can I control the ability to resend
so I do not lose email  ?
Below is a partial SMTP log from the Smarthost.

I get no NDR, no error, queues empty - really upsetting.

2010-02-11 20:16:17.607617500  46080964:  < 250 OK We accept it
2010-02-11 20:16:17.667027500  46080964:  > RCPT TO:<name@customer.com> Your server identifies a recipient
2010-02-11 20:16:17.667182500  46080964:  < 250 OK We accept it
 
At this point, typically your server would issue a DATA command, and our server would respond “354 Go Ahead”, at which point your server would sent the data portion of the message.  Instead, the following happens:

2010-02-11 20:16:17.726381500  46080964:  > RSET Your server issues a Reset
2010-02-11 20:16:17.726400500  46080964:  < 250 flushed Our server announces that it has flushed the details as requested
2010-02-11 20:16:17.774436500  46080964:  > RSET Your server issues a Reset
2010-02-11 20:16:17.774447500  46080964:  < 250 flushed Our server announces that it has flushed the details as requested



This is the portion that I believe is causing the issue.  Track & trace shows over 500 instances of this message since Feb. 11 20:00 GMT (12:00 PST) until today at 15:30 GMT (7:30 PST).

2010-02-11 20:16:17.822624500  46080964:  > MAIL FROM:<user@sender.com>
2010-02-11 20:16:17.840331500  46080964:  < 250 OK
2010-02-11 20:16:17.887031500  46080964:  > RCPT TO:<user@localhost>
2010-02-11 20:16:17.894452500  46080964:  < 421-the config data could not be retrieved (code CDS1397)
2010-02-11 20:16:17.894454500  46080964:  < 421 (#4.4.3)
Post #: 1
RE: Sends RSET and loses email - how to prevent. - 12.Feb.2010 7:37:34 PM   
uemurad

 

Posts: 8232
Joined: 7.Jan.2004
From: California, USA
Status: offline
First, is it all messages, or just a single message, or some but not all messages that are not getting out?

Second, "RCPT TO: <user@localhost>" Is that verbatim, or did you substitute "localhost" for what was actually there?

Third, you said at the top Smarthost thinks it got it. If true, it's no longer an Exchange issue - its job is done at that point.

_____________________________

Regards,

Dean T. Uemura
Microsoft MVP - Exchange (2007-2011)
exchangeguy.blogspot.com
uemurad@yahoo.com

(in reply to rhodes2010)
Post #: 2
RE: Sends RSET and loses email - how to prevent. - 13.Feb.2010 12:08:32 AM   
rhodes2010

 

Posts: 37
Joined: 20.Mar.2009
Status: offline
First - Thank you for responding Dean. Appreciate it.

All domain and usernames names were replaced but localhost really was there.
To be specific: In Message Tracking in Ex03 the header looked like this:
From: Myuser@mycompany.com  to: [email=other-user1@some-company.com]other-user1@some-company.com[/email];
kevin@localhost

I have not had a chance to study the senders computer yet, but what I expect to
see is that they addressed the email to the first user correctly then entered kevin
without a domain. I do not have a kevin on my system. I cannot say for sure
but suspect that either Outlook 2007 or Ex03 added teh @localhost to the name with no domain.

Second: all or some ? This particular message and the attempts at sending caused
all messages after it to fail the same way. Connect/negotiate, two RSET's then
a flush. The receiving end at messagelabs shows message received at 0 bytes
with "no text available" as teh subject line. Messagelabs admits they have not seen
this before.

Third: so I delete this offending message and we go on. Mesages are sending.
But something new came to light. Every message shows up twice on the
smarthost at mesagelabs. Once with the two RSET's and a fail, followed by
a successful send.  As I go back in time and check prior messages I find
that almost all messages are creating two entries, one unsuccessful, then a send
like we would expect (a 345 data transferred).

Observations/conclusions: I do believe my system should never have sent a kevin@localhost to the smarthost, but it could not resolve locally so I thnk I should have
gotten an NDR at least or instead or in addition to.
Messagelabs is perplexed by the two tries for every email. In their experience
messages only need one connection to transfer.

Server Specs:
My Ex03 server running on Win 2K3 server is dedicated to email onyl and
does nothing else. I have SCSI 10,000 rpm drives. Performance is decent.
But the machine is 4 years old. I only have a T1.

After the fact:
After this discovery
I have created a Firewall access rule with gauranteed/reserved bandwidth to see if
it helps. I am trying to get to one connection per email.
The sending of RSET is curious, what conditinos cause this to be sent by Ex03 ?
Is there a parameter I can adjust to change this ?

Finally:....  I agree that if Ex03 logs a message as sent, and if the queue is empty
it is not an Ex03 issue, not my problem.  But if my server does not work.
And I am the email admin - I am still on the hook.

I often have to solve other peoples problems, nothing new there.

Forever indebted to those here that help me, regards,

Bob

(in reply to uemurad)
Post #: 3
RE: Sends RSET and loses email - how to prevent. - 13.Feb.2010 5:56:57 PM   
uemurad

 

Posts: 8232
Joined: 7.Jan.2004
From: California, USA
Status: offline
I'm still trying to get my head around the scope of the issue. Do you know from where the message originated? How does the recipient address appear in the Sent Item? Does the message appear in Message Tracking? What if anything does it say there?

_____________________________

Regards,

Dean T. Uemura
Microsoft MVP - Exchange (2007-2011)
exchangeguy.blogspot.com
uemurad@yahoo.com

(in reply to rhodes2010)
Post #: 4
RE: Sends RSET and loses email - how to prevent. - 13.Feb.2010 9:34:35 PM   
rhodes2010

 

Posts: 37
Joined: 20.Mar.2009
Status: offline
Thanks for hanging in with me Dean. I will attempt to Simplify.

The message originated from Outlook 2007 client on a laptop used by
one of my users. They will not be in until Tuesday (PST) for me to analyze
the actual email and its' construction. The user was connected to my local
network in the office. Typical email. Just addressed incorrectly which usually
results in a quick NDR and no harm no problem.

But let's try this. Please forget completely about the one email that locked us up.
Forget about most of what started this thread. Because my new focus is on
why my Ex03 server has to try twice everytime I transfer email to the smarthost.
All email that does not resolve locally goes to the smarthost. Pretty simple.
The transfer is done using SMTP and port 25 because that is how messagelabs
does it.

And you asked: what does message tracking show ?
Message tracking in Ex03 is an easy to use straight-forward tool for tracking.
It shows, for the emails in question a single series of events. One final conclusion.
Just like the most simple transfer you have ever seen. Message tracking shows
the message being transferred to the smarthost.
But when we analyze the smarthost log file, we find that each message goes
through two steps, the first attempt always fails. The second attempt succeeds.
The time stamp on these events is almost identical. It is happenning in sequence.
Fail , succeed.  You might say - So What ? Who Cares ? It works, why fix it?
why worry ? Because the people managing the smarthost say this is unusual.
The expectation is that each connection, and each attempt to transfer an email,
is typically successful.
And the persons managing the smarthost keep focusing on the faact that my Ex03
server keeps sending the RSET that is causing the trouble, or at least appears
to cause the trouble.

You are an MVP expert guru of Exchange - more education than any average
admin. How can we determine why my Ex03 sends RSET ? Or how can
we prevent it? or delay it ?

We could spend our time trying to understand it, or we could simply look at
getting it to work and move on.

My concern is that the sending trouble may eventually cause serious problems
like more lost email. In 15 years of email, I have never, ever lost any.
Except last week for 18 hours when Ex03 thought it had sent it (message tracking)
but in fact had not sent it.

A bug ? maybe.   Anomaly ?  maybe.


(in reply to uemurad)
Post #: 5
RE: Sends RSET and loses email - how to prevent. - 14.Feb.2010 1:26:46 AM   
uemurad

 

Posts: 8232
Joined: 7.Jan.2004
From: California, USA
Status: offline
Have you analyzed the SMTP logs on your Exchange server for the outbound communication attempt?

A RSET command doesn't indicate a problem in itself although I don't know that I've seen it happen before. It's just the sending system saying it wants to start over. The recipient system is supposed to keep the communication session open.

I don't know if this has anything to do with your issue, but here's something MVP James Chong wrote on his blog:

_____________________________

Regards,

Dean T. Uemura
Microsoft MVP - Exchange (2007-2011)
exchangeguy.blogspot.com
uemurad@yahoo.com

(in reply to rhodes2010)
Post #: 6
RE: Sends RSET and loses email - how to prevent. - 17.Feb.2010 5:47:56 PM   
rhodes2010

 

Posts: 37
Joined: 20.Mar.2009
Status: offline
I liked that note because it addressed my config exactly.
Symantec Corporate edition 10.x has become increasingly uncompatible
and increasingly a problem in many ways.

So I did turn off email scanning as suggested, but sadly my RSET problem
is still there bigger than ever.

I will be working with the smarthost (messagelabs) to continue to resolve this.

But am open to anything anyone can contribute.

For sure I will completely remove Symantec and install a different product.


(in reply to uemurad)
Post #: 7

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