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Groupwise 6.5/Netware 6/W2K clients; New users cannot receive external mail but can send it without a problem

Posted on 2004-08-24
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Last Modified: 2010-08-05
I've been given the simple task of creating 2 users for the Netware 6 environment and Groupwise 6.5.  The accounts were created and users can access the network, login script runs fine and interoffice email works.  I haven't really touched Netware since IntranetWare(4.11) in 2000, but remembered some things.

As a test, I had one of the users send an email to an AOL user and a Hotmail user.  Both received the email, but when they replied, the message never made it to the new users' inboxes.  The person replying would receive an error stating "Undelivered mail returned to sender".  At the end of the message, it states "The Postfix program <username@internet mail domain>: Service unavailable"; where username@internet mail domain actually specifies the user account

All users already on the network don't have this problem; only the 2 I created.  I'm sure there's a simple solution to this; usually is.  One or two settings had to have been overlooked during the account configuration.  Just can't figure it out right now.  Novell documentation not helping me right now

Also, I used ConsoleOne with the Groupwise Admin snap-in to create the accounts as opposed to NetAdmin, if it matters
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Question by:lajuane
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Expert Comment

by:gilesjp
ID: 11881112
Check for spaces in the email address if there is a space you can then
correct the Full name entry on the user account by replacing the space with a - or _.  Then create an nickname on the account for the e-mail address with the space, this way the user can still receive messages to that account.  Spaces in e-mail addresses are not RFC compliant.

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Accepted Solution

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PsiCop earned 250 total points
ID: 11882811
Yes, it DOES matter that you used ConsoleOne instead of NWADMIN, because GroupWise v6.5 is not supported under NWADMIN. You really shouldn't be using NWADMIN these days, unless you've got some backrevved product that only has Snap-Ins for NWADMIN. You should be using ConsoleOne and iManager.

And yes, it took a long time to pry NWADMIN from my fingers. I still miss certain aspects of it, notably the speed and the multiple windows with independent object views.
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Expert Comment

by:PsiCop
ID: 11882828
Spaces in the user names DO cause problems, but generally only when RECEIVING E-Mail. It doesn't usually cause problems sending.

Make sure that the new users are in the proper GWIA Class of Service that permits them to send Internet E-Mail.
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Expert Comment

by:gilesjp
ID: 11883073
You were correct in using ConsoleOne. And you are having probelms RECEIVING replies to the emails that were sent sucessfully according to your post.  What service paks do you have installed?
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Expert Comment

by:PsiCop
ID: 11883483
I'm unclear on the sending vs. receiving bit. Hopefully the Asker will make it clear.

If it is a problem receiving on the GroupWise system, then the spaces are an excellent possibility.

If the users are not in the correct Class of Service to receive Internet E-Mail, the GWIA responds with "User Unknown", so that is another possibility.

Finally, the user account info may not have replicated out yet if the GWIA is in a different GroupWise Domain than the user accounts. Syncing the user objects may help.
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Expert Comment

by:PsiCop
ID: 11885078
BTW, you may have noted that GroupWise does not have its own TA under the E-Mail heading. If you'd like to help change this, then a nice (free) message in the New Topics request area would be helpful. http://www.experts-exchange.com/Community_Support/New_Topics/
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Author Comment

by:lajuane
ID: 11885313
Okay gang,

There's only one GWIA and class of service; it's the default.  The EVERYONE group is associated with the GWIA and yes these new users are part of EVERYONE. Also, the problem is RECEIVING emails from external mail addresses.

I'm sorry if the convention I used confused you a bit, but there are no spaces in the email addresses for the users.

I've performed synchronization several times already from within the Groupwise Utilities, but lookin at the Tools...eDirectory User Sync menu, I notice that the Status of the MTA is Disabled.  Please help!!!
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Expert Comment

by:PsiCop
ID: 11885581
If you go look at the MTA screen on the server, what does it show in terms of Domains and Post Offices and how many are "Open" vs. "Closed"?
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Author Comment

by:lajuane
ID: 11886124
Please don't do the Homer Simpson, "DOH!" when I say this, but I can't recall at this time how to switch between loaded NLM views.  Currently, the Logger Screen is active and a number of NLMs are loaded. Tell me how and don't laugh too hard.  I know my way ten-fold around a pc, server and network(hardware wise), but some aspects of Novell are indeed foreign right now.  Can you tell me where to go?

eDirectory User Synchronization Configuration menu from the Tools menu of ConsoleOne already showed the current and only Domain as disabled for eDirectory sync.  It was like this before the new user creations
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Expert Comment

by:PsiCop
ID: 11886173
At the console (its different if you use Remote Console - since you don't say I'm assuming you're at the console), press and hold the <CONTROL> key, press <ESC> and release both keys. This will bring up an ordered list of screens available on the server (if you have NetWare v6.5 SP2, it'll also show the Address Space in which each one is loaded).

Press the number beside the appropriate screen to go directly to that screen.
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Author Comment

by:lajuane
ID: 11886492
Now some things are ringing a bell.  I believe SP2 has been installed.  Unfortunately, no notes or documentation from a previous consultant were left behind.

There's 1 domain, 2 gateways, 1 PO; all Open.  I checked this from the Configuration Status after pressing F10
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Author Comment

by:lajuane
ID: 11886537
Just noticed something else, if it matters.  In the Admin Status, eDirectory User Synchronization says Yes, eDirectory Authenticated says Yes and shows the distinguished name for the MTA; however, ConsoleOne shows eDirectory sync as disabled for the domain.  Something wrong here maybe?
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Expert Comment

by:PsiCop
ID: 11886591
"Unfortunately, no notes or documentation from a previous consultant were left behind."

Dontcha just hate it when you inherit an incompetently administered/installed environment? It was probably an MCSE. :-)

Its possible that the MTA has not seen a configuration change. You can restart the MTA with F6.
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Expert Comment

by:gilesjp
ID: 11886691
Make sure that the GWIA, PO and the domain are at the same version and service pak level or you can have some real issues. For example if the Post Office is at a higher version than the Domain they may not communicate properly.
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Expert Comment

by:gilesjp
ID: 11886710
Also Pressing ALT+ESC will enable you to cycle thought the console screens rapidly.
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Author Comment

by:lajuane
ID: 11886714
Even with users currently logged into the system?  And yes the notes do say that between yesterday and today, no configuration changes were detected
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Author Comment

by:lajuane
ID: 11886823
Okay my comfort level is setting in a bit.  While checking the Post Office Agent, it shows that there are 125 Undeliverables, 1041 Users Timed Out and 0 Problem Messages.  Doesn't sound right!
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Author Comment

by:lajuane
ID: 11887145
Still with me?  All NLMs are 6.5.1.  Restarted MTA from console.  How long before positive result?
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Author Comment

by:lajuane
ID: 11887178
Also noticed that there are 4 items sitting under the 10 MINUTES column in the MTA monitor; these are quite possibly the 4 test messages I sent in from a Hotmail account.  MTA restart has completed.  Anything else to wait for?
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Expert Comment

by:PsiCop
ID: 11887197
Sorry, just about to leave, altho I may get a chance to check back in a few hours.

The "10 Minute" column tells you the # of those items processed/happening in the past 10 minutes. So yes, that was the 4 messages you sent, as they made their way thru the MTA on the way to the GWIA. So you know there is nothing wrong with your POA-to-MTA link.
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Author Comment

by:lajuane
ID: 11887373
Messages still never made it to their inboxes
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Expert Comment

by:gilesjp
ID: 11887504
Your probelm is only with two users, if anything was wrong with your infastructure it would effect everyone. Just concentrate on the differences between these two users and everyone else. In Console One go to user properties, the groupwise tab, and internet addressing. Compare this page with the page of a fully functional user. Are there any differences?
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Author Comment

by:lajuane
ID: 11887649
Clearly this is the case.  I've eyeballed and scoured the details of these 2 users over and over again and cannot find any differences b/w the account settings of these and several accounts that I know do work.

Internet Addressing is configured at the System level; no local user overrides.  All 5 naming conventions are enabled, one Internet domain enabled and preferred naming convention is selected.  There are no differences whatsoever that the eye can see!

There's no special template the users or the originals was created from.  Here's a long shot, but do I need to have my iSP sync their DNS with our internal server?  Maybe reaching at this point, but hey
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Expert Comment

by:PsiCop
ID: 11888706
No, I don't think this is a DNS issue. gilesjp is right in that if this were systemic, all users would be affected.

The GWIA has impressive logging capaibility. How about turning the loggin up to DIAGNOSTIC and trying to send a message or two, then posting the results here.
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Author Comment

by:lajuane
ID: 11892185
Just another bit of information to throw at you.  I just realized that their email is seemingly relayed from another mail server; hosted at MXPath.net.  Undeliverable messages are sent from one of a few mail servers at this domain.  I'm thinking maybe some reconfiguration has to be forced here.  Anyone familiar with their services?  Secretary just found the admin login information that I'll check out once I get to the client's site; won't be there until after 2pm CST.  So, PsiCop, I won't be able to post those logs until then.  
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Expert Comment

by:PsiCop
ID: 11892660
I'll be here.
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Author Comment

by:lajuane
ID: 11902431
Okay found the problem!

3rd party is hosting mail for the client. I had to add the 2 users to the mail server in order for them to receive mail, but strangely, I didn't have to in order to send mail...WEIRD.  But the problem is resolved

PsiCop, the request for the Groupwise topic was requested that same day by another user.

Now, about those points....

I'm rewarding them based on attempt at solving and success at getting me reacclimated a bit to the NetWare environment

Thanks a bunch!

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Expert Comment

by:PsiCop
ID: 11902594
Thanks for the award.

I suspect the 3rd party was being a Smart Relayhost for the GroupWise system. Their SMTP server was probably configured to relay anything the GroupWise system sent it, whether or not the sending user had an account. Fairly typical setup and easy to do with, say, sendmail, using the "relay domains" configuration option. I just set something like that up last night, as a matter of fact.

That explains why the users were able to send mail but not receive it. The relay host between the GroupWise system and the Internet would have needed the users listed in whatever redirection table it uses to route incoming mail. Seems like the owners of that system could have simply done Domain Name-based relaying (and thereby sidestepped the issue of having to individually add new users), but I don't know enough about the environment know why they chose what they did.

Frankly, I thot gilesjp had nailed it on the head when they suggested the spaces issue, because we got bitten by that issue during our GroupWise v6.5 rollout earlier this year. But the real situation described makes perfect sense.
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