13.1.0.544 - email notifications issue

[it.infra]

[Moderator: If you believe you're affected by this issue, follow the instructions in this post. There is no need to post your case number]

All my clients who upgraded from version 13.0.3.1220 to version 13.1.0.544 are encountering the same issue: "test email sending failed: check the specified server settings." Nothing has changed on our end, and only clients running version 13.1.0.544 are affected (version 13.0.3.1220 still works correctly).

[david.domask]

Hi it.infra,

Do you have a Support case opened already? If not please start with Veeam Support; not aware of any issues regarding notifications at first blush, so starting with a Support case is required, as noted when creating topics.

Please share the case number once created, thanks!

[it.infra]

I tried to create a support case but the response is: "You don't have an active evaluation license for this product." Which is right, I use this product in free mode.

[david.domask]

Free editions must have cases opened through the agent control panel itself.

Please note there is no SLA for Free Edition cases and support is on a best-effort basis. But still, you must start with a case, we cannot perform troubleshooting over the forums.

[AndreSoftTech]

Having the same issue, casenumber #08196508

[david.domask]

Hi Andre,

Thank you for sharing the case number, but please wait for a conclusion to the case before posting about technical issues as noted in the forum rules.

As I see it, the case was just opened, so please allow time for Support to review the behavior.

[TheExpert]

Hi all,

I have the same issue. I wanted to send this issue from the form in the Veeam Agent for Windows, but registering my mail address isn't poosible. When opening the link in the verification mail, I get this error message: 404 page not found.

In the logfile

Code: Select all

C:\ProgramData\Veeam\Endpoint\Svc.VeeamEndpointBackup.log

I see the following error:

5.7.3 Authentication unsuccessful (MailKit.Net.Smtp.SmtpCommandException)

.

[david.domask]

Hi TheExpert,

Please try creating an account on the normal my.veeam.com website, and then open a General Case for the 404 issue.

[TheExpert]

Hi all,

I already have an account on the normal website but I'm not able to verify the registration for opening a support case because the system is sometimes unsing the wrong verification mail address (of my old workplace) and I can't change this address because of the same issue.

[TheExpert]

Hi all,

the link in the verification mail after trying to register the mail address within the Veeam Agent for Windows looks like http://autolk.veeam.com/user-verification/<Code>.

[david.domask]

I will send you a private message TheExpert as this is getting off-topic. The proper way to handle account issues is through Support, iirc you can still open even General type cases without the account being verified, but will discuss in private message

[TheExpert]

Hi all,

is there any solution for the issue with not sending mail notifications anymore since updating the Veeam Agent for Microsoft Windows to 13.1.0.544? This is more important than solving the account issues I have.

Thank You.

[david.domask]

From the case shared by Andre, looks like the issue was escalated to our Advanced Support and is currently being discussed with RND. If a hotfix is created, it will be distributed through Veeam Support.

[TheExpert]

The hotfix should also bei distributed as download from your repository so that all users can download and update the software with the changes.

[JPMS]

We also have this issue and are looking forward to a solution (running version 13.1.1.700).

I've noticed the log lists the error "The SMTP server does not support authentication" when trying to send and then gives up. This is correct, our SMTP server does not support authentication. In fact our SMTP server explicitly blocks authentication as it is not required or desirable for an SMTP server as it only gets abused by bad actors trying to brute force login credentials.

I can't open a support case as the server with the agent is isolated from the internet.

[david.domask]

Hi @JPMS, you should still be able to open a case from my.veeam.com as outlined in https://veeam.com/kb1771. Please try it that way.

[JPMS]

I was hoping the already opened case would lead to a fix and save my time opening and dealing with another support case. Dealing with a lot of (non-Veeam) software support issues

Anyway, I succumbed. Case is #08221766

[Moderator: Replaced Support Id with Case Id]

[david.domask]

Thank you for opening the case; everyone, there's really no need to post your case numbers here as now it appears support has a fix handy. If you believe you're affected by the issue:

1. Open a Support Case and be sure to include logs; Support will need to verify that the behavior matches the issue before distributing the fix
2. Refer to internal KB KB0077175 in your case description (you must still include logs as noted in step 1)
3. Support will verify the behavior in the logs and proceed based on this analysis

[JPMS]

As you have said, there is a hotfix available.

I've installed it and successfully sent a test email. Once I confirm that the actual backup confirmation gets delivered tonight, I will update my support case.