Voicemail to Email - Embedded - Intermittent Failures 1

[Flatts]

Hello,

I have two customers with embedded voicemail, that use voicemail to email.

One customer is 8.1.95 and the other is on 9.0.3.

Every 2-3 weeks, the voicemail to email stops responding, and the customer needs to reboot the system to restore the feature.

I have had monitor running on both sites. The mailboxes have no more than 10 -20 voicemails at any time (we had issues with them leaving hundreds of voicemails, and then causing crashes)

The 8.1.95 site seems to just happen out of the blue with no apparent errors.

The 9.0.3 site came up with an authentication error (works for weeks normally). The customer is using an exchange server. Switched to a another one to troubleshoot, same issue. IT says the exchange server shows no problems (taking his word)

Any insight would be great.

If a 9.1.x upgrade solves these issues, I'll recommend that to the customer.

Logs Below for reference. I blocked out the user info.

One site the log shows (9.0.3 location) :

2857272410mS LVM(email): VM Email request added to queue - size = 1
2857272417mS LVM(email): LvmEmailManager woken up...
2857272417mS LVM(email): LvmEmailManager ProcessNewMessage: From(9613XXXXXX) To(PRIVATE) Mode(2)
2857279393mS LVM(email): Send SMTP message
2857279405mS LVM(email): LvmEmailManager ProcessNewMessage: Message start(aa4e8461) 1st read(aa4e8461) end read(aa4e9166) audio(aa4e9fa1) end(aa4e9fad) duration(6988) audio size(441600)
2857279405mS LVM(email): LvmEmailManager snoozing...
2857296074mS LVM(email): LvmEmailManager::MsgSent
2857296075mS LVM(email): LvmEmailManager::MsgSent: More messages to send. Wake up the task.
2857296079mS LVM(email): LvmEmailManager woken up...
2857296079mS LVM(email): LvmEmailManager Email for deletion
2857296080mS LVM(email): LvmEmailManager marking msg for deletion
2857296080mS LVM(email): LvmEmailManager snoozing...

2857611771mS LVM(email): VM Email request added to queue - size = 1
2857611777mS LVM(email): LvmEmailManager woken up...
2857611777mS LVM(email): LvmEmailManager ProcessNewMessage: From(9905XXXXXX) To(ANOTHER USER) Mode(2)
2857613579mS LVM(email): Send SMTP message
2857613582mS LVM(email): LvmEmailManager ProcessNewMessage: Message start(aa53b201) 1st read(aa53b202) end read(aa53b56e) audio(aa53b90b) end(aa53b90e) duration(1805) audio size(114560)
2857613583mS LVM(email): LvmEmailManager snoozing...

2857995732mS LVM(email): VM Email request added to queue - size = 1
2857995738mS LVM(email): LvmEmailManager woken up...
2857995738mS LVM(email): LvmEmailManager wake up SMTP...
2857995738mS LVM(email): LvmEmailManager snoozing...

2858755780mS LVM(email): VM Email request added to queue - size = 2
2859085127mS LVM(email): VM Email request added to queue - size = 3
ETC

The 8.1.95 site :

1725038345mS LVM(email): VM Email request added to queue - size = 1
1725038350mS LVM(email): LvmEmailManager woken up...
1725038350mS LVM(email): LvmEmailManager ProcessNewMessage: From(416XXXXXXX) To(PRIVATE) Mode(2)
1725041250mS LVM(email): Send SMTP message
1725041255mS LVM(email): LvmEmailManager ProcessNewMessage: Message start(66d1ff0e) 1st read(66d1ff0f) end read(66d2040a) audio(66d20a62) end(66d20a67) duration(2905) audio size(185600)
1725041255mS LVM(email): LvmEmailManager snoozing...
1725043346mS ERR: SMTP error: " 5.7.3 Authentication unsuccessful.
1731675755mS LVM(email): VM Email request added to queue - size = 2
1732718343mS LVM(email): VM Email request added to queue - size = 3
ETC


Avaya/BCM/Norstar Telephone System Tech

 

[AACon]

Well... 1725043346mS ERR: SMTP error: " 5.7.3 Authentication unsuccessful. seems pretty definitive.
Are they using an on-site exchange server? Have them setup a secondary SMTP connector on another port with allow relay from both IP Office unit IP Addresses. Then you don't have to worry about authentication.

-Austin
I used to be an ACE. Now I'm just an Arse.

 

[Flatts]

I agree, seems easy but the voicemail to email to that user works for weeks, and then fails. Very odd.

I'll take your suggestion about the secondary SMTP connector to the IT guy on site, thank you.

Avaya/BCM/Norstar Telephone System Tech

 

[critchey]

A couple different things I see here. First the versions on the control unit. 8.1.95 is pretty crappy (I suggest 8.1.85) and 9.0.3 (9.0.12 is newest and has been ok for me thus far).

The second thing is what version of manager are you using? If you are using a newer version of manager (say 9.1.4 or 9.1.5 or even 9.0.10 or higher) then there is an issue with they changed how passwords got hashed and they can be blanked out when you do any changes. This second part seems unlikely since a reboot fixes it (if you have to put them back in Id say this is the issue) but do be mindful of the version of manager you are running in this scenario.

I would for sure upgrade the 9.0.3 system and downgrade the 8.1.95 system when you get a chance even if you resolve these issues as those are some troublesome releases.

 

[AACon]

I've run into an issue where some other device/service is trying to use that same username/password combo, and the account gets locked out, which would cause authentication issues.

Example, I had a customer that had a general service account that was used for voicemail to email, as well as some other services. One of those services was a backup service that ran every week.
The passwords were changed on the account, but I only knew to update the voicemail to email. It would work for a week, then the backup service would run, and with too many attempts to authenticate it would lock the account and then the voicemail to email would stop working. Ended up getting it fixed finally by just creating an anonymous relay for the IPO/vmpro so we didn't run into that issue in the future.

May want to check into that.

-Austin
I used to be an ACE. Now I'm just an Arse.

 

[critchey]

Excellent solution offered by AACon. Something a lot of people would not have ever considered looking into and could quite possibly explain your issue. Im giving a star based on this is going to help someone someday if not the OP.

 

[Flatts]

Thank you all for the suggestions.

Just an update. A light bulb went off, and realized I made a stupid mistake. I forgot to turn on SMTP in my Monitors trace options, so I am losing a lot of valuable data. Also turned on DNS.

I am going wait for another failure, and then should have better info to troubleshoot.

Avaya/BCM/Norstar Telephone System Tech