Cisco Transport Gateway stopped forwarding messages.

Unanswered Question
Aug 27th, 2012

Hi!

Our Transport Gateway has stopped forwarding messages. Or perhaps the Cisco Backend rejects it. I can see these log entrys:

[27 Aug 2012 14:31]  - [MailReceiver]Marked the message:[Subject: System Notification From XXXXXX - inventory:full - 2012-08-27 14:31:13 GMT+02:00 ] as DELETED

[27 Aug 2012 14:31]  - [MessageDispatcher]Preparing the message 1346070668.41488.1.EC to forward securely to the Cisco backend.

[27 Aug 2012 14:31]  - [MessageDispatcher]Email Subject: System Notification From XXXXXXXXX - inventory:full - 2012-08-27 14:31:10 GMT+02:00

[27 Aug 2012 14:31]  - [MessageDispatcher]Email Received Date/Time: Mon Aug 27 14:31:13 CEST 2012

[27 Aug 2012 14:31]  - [MessageDispatcher]Unique Message ID: M3C:XXXXX:D3E5E711

[27 Aug 2012 14:31]  - [MessageDispatcher]Processing the message: 1346070668.41488.1.EC

[27 Aug 2012 14:31]  - Forward status: Fail

[27 Aug 2012 14:31]  - Forward status: Fail

[27 Aug 2012 14:31]  - Exception occured while sending notificationjavax.mail.MessagingException: Unknown SMTP host: email.cisco.com;

  nested exception is:

java.net.UnknownHostException: email.cisco.com

[27 Aug 2012 14:31]  - [MessageDispatcher]Cisco backend is not able to handle the forwarded CallHome message. The message is marked as Undelivered.

[27 Aug 2012 14:31]  - [MessageDispatcher]Preparing the message 1346070671.41488.1.EC to forward securely to the Cisco backend.

[27 Aug 2012 14:31]  - [MessageDispatcher]Email Subject: System Notification From XXXXXXXXXX - inventory:full - 2012-08-27 14:31:13 GMT+02:00

[27 Aug 2012 14:31]  - [MessageDispatcher]Email Received Date/Time: Mon Aug 27 14:31:32 CEST 2012

[27 Aug 2012 14:31]  - [MessageDispatcher]Unique Message ID: M38:XXXXXXXXXXXXX:D3E5E714

[27 Aug 2012 14:31]  - [MessageDispatcher]Processing the message: 1346070671.41488.1.EC

[27 Aug 2012 14:31]  - Forward status: Fail

[27 Aug 2012 14:31]  - Forward status: Fail

[27 Aug 2012 14:31]  - Exception occured while sending notificationjavax.mail.MessagingException: Unknown SMTP host: email.cisco.com;

  nested exception is:

java.net.UnknownHostException: email.cisco.com

[27 Aug 2012 14:31]  - [MessageDispatcher]Cisco backend is not able to handle the forwarded CallHome message. The message is marked as Undelivered.

[27 Aug 2012 14:31]  - [MailReceiver]Marked the message:[Subject: System Notification From XXXXXXX - inventory:full - 2012-08-27 14:31:13 GMT+02:00 ] as DELETED

[27 Aug 2012 14:31]  - [MessageDispatcher]Preparing the message 1346070668.41488.1.EC to forward securely to the Cisco backend.

[27 Aug 2012 14:31]  - [MessageDispatcher]Email Subject: System Notification From XXXXXXX - inventory:full - 2012-08-27 14:31:10 GMT+02:00

[27 Aug 2012 14:31]  - [MessageDispatcher]Email Received Date/Time: Mon Aug 27 14:31:13 CEST 2012

[27 Aug 2012 14:31]  - [MessageDispatcher]Unique Message ID: M3C:XXXXXXXX:D3E5E711

[27 Aug 2012 14:31]  - [MessageDispatcher]Processing the message: 1346070668.41488.1.EC

[27 Aug 2012 14:31]  - Forward status: Fail

[27 Aug 2012 14:31]  - Forward status: Fail

[27 Aug 2012 14:31]  - Exception occured while sending notificationjavax.mail.MessagingException: Unknown SMTP host: email.cisco.com;

  nested exception is:

java.net.UnknownHostException: email.cisco.com

[27 Aug 2012 14:31]  - [MessageDispatcher]Cisco backend is not able to handle the forwarded CallHome message. The message is marked as Undelivered.

[27 Aug 2012 14:31]  - [MessageDispatcher]Preparing the message 1346070671.41488.1.EC to forward securely to the Cisco backend.

[27 Aug 2012 14:31]  - [MessageDispatcher]Email Subject: System Notification From XXXXXXXXX - inventory:full - 2012-08-27 14:31:13 GMT+02:00

[27 Aug 2012 14:31]  - [MessageDispatcher]Email Received Date/Time: Mon Aug 27 14:31:32 CEST 2012

[27 Aug 2012 14:31]  - [MessageDispatcher]Unique Message ID: M38:XXXXXXXXXXX:D3E5E714

[27 Aug 2012 14:31]  - [MessageDispatcher]Processing the message: 1346070671.41488.1.EC

[27 Aug 2012 14:31]  - Forward status: Fail

[27 Aug 2012 14:31]  - Forward status: Fail

[27 Aug 2012 14:31]  - Exception occured while sending notificationjavax.mail.MessagingException: Unknown SMTP host: email.cisco.com;

  nested exception is:

java.net.UnknownHostException: email.cisco.com

[27 Aug 2012 14:31]  - [MessageDispatcher]Cisco backend is not able to handle the forwarded CallHome message. The message is marked as Undelivered.

Has the Smart Call Home experts any idea waht to do?

Regards,

Johan

I have this problem too.
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lsearcy Mon, 08/27/2012 - 12:04

Having the version of Transport Gateway always helps when troubleshooting because we can tell you if the Transport Gateway hit a bug or not.

This error means it can't do a DNS lookup of email.cisco.com. But it might be a red herring because the TG has some last ditch methods built-in when all goes awry.

[27 Aug 2012 14:31]  - Exception occured while sending  notificationjavax.mail.MessagingException: Unknown SMTP host:  email.cisco.com;

The real issue is

[27 Aug 2012 14:31]  - [MessageDispatcher]Cisco backend is not able to  handle the forwarded CallHome message. The message is marked as  Undelivered.

This indicates the message is not being sent to the back-end or the message is not acknowledged. This could be due to a couple of reasons:

1. The TG hit a bug like the Cisco backend doesn't like the message format.

2. The TG doesn't have HTTPS connectivity to Cisco's backend.

For #2, the TG has a feature where you can test connectivity to the  Cisco backend. If the "Test Connection" button is successful, then the  backend is choking on what is being sent. In that case it might be  CSCtw50869.

For #1 above, there is CSCtu32972 where the message is moved to the undelivered folder. Once the undelivered messages folder starts getting full, the TG starts its last ditch efforts.

To resolve this issue, make sure you are using the latest version of Transport Gateway from Cisco.com (currently version 3.2). Check to make sure the test connection is successful in the GUI. Also, remember that some configuration changes, like those to the web server, require a reboot of the server. And if all else fails, please open a TAC case to let us figure it out in real time.

jmandersson Mon, 08/27/2012 - 23:04

Hi!

Yes, i was a bit short on info...  It's the Cisco Transport Gateway, Version 3,2, release date Feb 21,2011. Our setup is as follow: Devices send mail to a mailbox, TG picks them up, send them via https to cisco backend.

[27 Aug 2012 14:31]  - Exception occured while sending  notificationjavax.mail.MessagingException: Unknown SMTP host:  email.cisco.com

Yepp, email.cisco.com can't be resolved by our DNS or by any other i tried. But we don't send any mail from the TG so should it matter?

[27 Aug 2012 14:31]  - [MessageDispatcher]Cisco backend is not able to  handle the forwarded CallHome message. The message is marked as  Undelivered.

1#  I looked in the latest StatudofTG.log and didn't find "javax.xml.soap.SOAPException" that are mentioned in the Bug.

2# The https connection is fine.

Maybe it's time for a TAC case...

//

Johan

jmandersson Mon, 09/24/2012 - 06:26

The solution was simple: Bad password för CCO-account. It dit thought requiere a re-install of the Transport Gateway to resolve that.

//

Johan

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Posted August 27, 2012 at 5:42 AM
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