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Backup Exec 2010 email notifications

Posted on 2014-07-24
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Last Modified: 2014-08-07
We have been using Backup Exec 2010 since approx. April 2011 and until now have had no problem with email notifications being received after every backup. A couple of weeks ago they stopped being received. Nothing on the server has been changed, no updates, new software etc.

The SMTP is working fine as I can connect with telnet. I've followed the troubleshooting here on Symantec. When I run SGMon.exe to monitor what is happening when a test email is sent I get nothing - literally nothing, I get the header of the log then not a single entry I'm not getting a notify return code or anything else that might help identify where it is failing.

Is there any other troubleshooting or obvious cause?
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Question by:Dave Robinson
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13 Comments
 
LVL 7

Expert Comment

by:tolinrome
ID: 40217228
Haven't used BE in a while. When you send a test email without sgmon running, do you at least receive the email at all? I know its not a precise solution but sometimes when I ran into BE problems, doing a reinstall solved it. I don't mean a complete reinstall, but from reinstall wizard from inside the application, takes less than 5 minutes.
Anything in the application logs?
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LVL 2

Author Comment

by:Dave Robinson
ID: 40223621
Thanks for the reply, wasn't aware of the reinstall wizard, I'll give that a try first. The logs aren't showing anything relating to sending notifications at all.
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LVL 7

Expert Comment

by:tolinrome
ID: 40224439
Are you getting a test email at all, even if its blank etc?

Make sure you dont have the check box ticked for SMTP Authentication in the notification setup. Make sure the IP address of the BUEXEC server is listed on the Exchange server as a relay address (receive connector).
Even though you can connect to the box using telnet, try sending an email within telnet and see if you receive it.
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LVL 2

Author Comment

by:Dave Robinson
ID: 40226322
I'm not seeing a reinstall wizard anywhere inside BE 2010, where should I be looking? I can run an install from the original media but that's looking to run the full install process again.
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Expert Comment

by:tolinrome
ID: 40226525
I can't remember exactly where it is since I do not use Backup Exec anymore. But somewhere in the Wizard of the application you can do the reinstall steps. Or you can try doing it through add/remove programs in Control Panel. Anyway, can you send a test email?
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Expert Comment

by:tolinrome
ID: 40226535
Just be careful, the uninstall inside to add/remove programs will probably uninstall the entire application. The one within the application won't.
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LVL 7

Expert Comment

by:tolinrome
ID: 40226574
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LVL 2

Author Comment

by:Dave Robinson
ID: 40231782
Not sure but I may have found a potential cause. Although I can make an SMTP connection through telnet I can't actually send a mail. I get a return of 530 5.7.1 Client was not authenticated. I've checked on the Exchange server and on the hub transport receive connector anonymous users are allowed so I'm not too sure why it's doing that.

To be honest I'm not sure if that is the root of the issue or not as I'm certain no one has changed any settings on the Exchange Server and the notification emails were previously sending with no issue.
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Accepted Solution

by:
tolinrome earned 1000 total points
ID: 40231834
Going back to my previous comment, check that the receive connector has that subnet or at least ip address of the backup exec server. Also the account it is using to send emails, has it been disabled or password expire? Try changing that and see. Finally take off authentication on the buexec email settings to see if it works.
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LVL 2

Author Comment

by:Dave Robinson
ID: 40245764
Apologies for the delay in responding but I think there is some good news. I've been testing the SMTP connection and I can now get it to work however it will only work if I set the receive connector to allow anonymous users and also set the receive connector to disable authentication.

Once I do that I can successfully send a test through Telnet and also a test through Backup Exec.

My concern now is that if I leave the receive connector in that state I have left it too open however this receive connector is only set to receive mail from remote servers that have an IP address of one of the internal servers - they are all individually listed. Am I correct in saying this is OK as it will reject an attempt to send mail through the Exchange Server if it originates from any other IP?
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LVL 7

Expert Comment

by:tolinrome
ID: 40245883
That is correct, if the connector is set for the IP address of your internal subnet then you're fine
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LVL 2

Author Comment

by:Dave Robinson
ID: 40245887
Thanks for the help.
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LVL 7

Expert Comment

by:tolinrome
ID: 40246068
your welcome.
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