topic Can't Send Auto Support Needs Your Advise in Active IQ and AutoSupport Discussions

Can't Send Auto Support Needs Your Advise

HENRYPAN2 — Thu, 05 Jun 2025 06:45:25 GMT

Dear NetApp Gurus,

One of my NAS2020 stopped send out auto support data.

Troubleshooting find that I could not ping the smtp server from the filer.

Any advise on the next step to get my auto support send out again?

Thanks in advance & looking forward to hear from you.

Henry

FYI:

akfiler8> options autosupport

autosupport.cifs.verbose off

autosupport.content complete

autosupport.doit DONT

autosupport.enable on

autosupport.from AKFiler8@providence.org

autosupport.local.nht_data.enable off

autosupport.local.performance_data.enable off

autosupport.mailhost smtp.providence.org

autosupport.minimal.subject.id hostname

autosupport.nht_data.enable on

autosupport.noteto

autosupport.performance_data.enable on

autosupport.retry.count 15

autosupport.retry.interval 4m

autosupport.support.enable on

autosupport.support.proxy

autosupport.support.to autosupport@netapp.com

autosupport.support.transport smtp

autosupport.support.url support.netapp.com/asupprod/post/1.0/postAsup

autosupport.throttle on

autosupport.to henry.pan@providence.org,dennis.hoak@providence.org ,fferrant@provak.org,drjohnso@provak.org,theron.bair@providence.org

akfiler8> ping smtp.providence.org

no answer from smtp.providence.org

akfiler8> ifconfig -a

e0a: flags=80908043<BROADCAST,RUNNING,MULTICAST,TCPCKSUM,VLAN> mtu 1500

ether 02:a0:98:0b:bf:e4 (auto-1000t-fd-up) flowcontrol full

trunked vif0

e0b: flags=80908043<BROADCAST,RUNNING,MULTICAST,TCPCKSUM,VLAN> mtu 1500

ether 02:a0:98:0b:bf:e4 (auto-1000t-fd-up) flowcontrol full

trunked vif0

lo: flags=1948049<UP,LOOPBACK,RUNNING,MULTICAST,TCPCKSUM> mtu 9188

inet 127.0.0.1 netmask 0xff000000 broadcast 127.0.0.1

vif0: flags=80908043<BROADCAST,RUNNING,MULTICAST,TCPCKSUM,VLAN> mtu 1500

ether 02:a0:98:0b:bf:e4 (Enabled virtual interface)

vif0-254: flags=948043<UP,BROADCAST,RUNNING,MULTICAST,TCPCKSUM> mtu 1500

inet 10.20.254.241 netmask 0xffffffe0 broadcast 10.20.254.255

ether 02:a0:98:0b:bf:e4 (Enabled virtual interface)

vif0-12: flags=948043<UP,BROADCAST,RUNNING,MULTICAST,TCPCKSUM> mtu 1500

inet 10.26.12.26 netmask 0xffffff00 broadcast 10.26.12.255

ether 02:a0:98:0b:bf:e4 (Enabled virtual interface)

akfiler8> sysconfig

NetApp Release 7.2.4L1: Wed Nov 21 00:49:33 PST 2007

System ID: 0135024830 (akfiler8)

System Serial Number: 30002227 (akfiler8)

System Rev: D1

slot 0: System Board

Processors: 1

Memory Size: 896 MB

slot 0: Dual 10/100/1000 Ethernet Controller G20

e0a MAC Address: 00:a0:98:0b:bf:e4 (auto-1000t-fd-up)

e0b MAC Address: 00:a0:98:0b:bf:e5 (auto-1000t-fd-up)

slot 0: FC Host Adapter 0a

14 Disks: 5923.5GB

1 shelf with AT-FCX

slot 0: FC Host Adapter 0b

14 Disks: 5923.5GB

1 shelf with AT-FCX

slot 0: SAS Host Adapter 0c

1 shelf with ESAS

slot 0: NetApp ATA/IDE Adapter 0e (0x000001f0)

0e.0 245MB

Baseboard Management Controller:

Firmware Version: 1.1

IPMI version: 2.0

DHCP: off

BMC MAC address: 00:a0:98:0b:bf:e6

IP address: 10.21.20.39

IP mask: 255.255.255.0

Gateway IP address: 10.21.20.1

BMC ARP interval: 10 seconds

BMC has (1) user: naroot

ASUP enabled: on

ASUP mailhost: smtp.providence.org

ASUP from: AKFiler8@providence.org

ASUP recipients: henry.pan@providence.org henry.pan@providence.org

Uptime: 1261 Days, 16:01:32

akfiler8>

Can't Send Auto Support Needs Your Advise

wes_beckum — Thu, 22 Sep 2011 20:11:41 GMT

Henry,

Curious. . .can you ping any other domain server? If so, you may want to confirm that the smtp server is actually operational.

Can't Send Auto Support Needs Your Advise

HENRYPAN2 — Thu, 22 Sep 2011 20:15:34 GMT

Ha-ha Wes,

My other filers could ping the smtp server.

Thanks

Henry

Can't Send Auto Support Needs Your Advise

wes_beckum — Thu, 22 Sep 2011 20:18:51 GMT

Gotchya. So it is just one filer that has stopped sending autosupport. Are the other filers in the same location?

Wes

Can't Send Auto Support Needs Your Advise

HENRYPAN2 — Thu, 22 Sep 2011 20:22:08 GMT

Well Wes,

That's the only filer in the remote location

Thanks

Henry

Can't Send Auto Support Needs Your Advise

wes_beckum — Thu, 22 Sep 2011 20:24:31 GMT

Gotchya. Sorry to seem so confused, just trying to get the topography in my head. If you have any other servers at the remote location that the problem filer is at, can you ping the smtp server from one of those?

Wes

Can't Send Auto Support Needs Your Advise

HENRYPAN2 — Thu, 22 Sep 2011 20:42:17 GMT

Yes Wes,

Another server nearby could ping the smtp server.

Thanks

Henry

Can't Send Auto Support Needs Your Advise

columbus_admin — Fri, 23 Sep 2011 18:04:17 GMT

Can you ping the IP address? If not, where does a traceroute fail at?

- Scott

Can't Send Auto Support Needs Your Advise

HENRYPAN2 — Fri, 23 Sep 2011 18:23:44 GMT

Good Morning Scott,

Ping by IP is OK.

Trace route fial at the last leap.

akfiler8> traceroute smtp.providence.org

traceroute to smtp.providence.org (170.220.75.108), 30 hops max, 40 byte packets

1 10.20.254.225 (10.20.254.225) 1.000 ms 37.000 ms 13.000 ms

2 10.26.0.225 (10.26.0.225) 1.000 ms 1.000 ms 1.000 ms

3 10.30.101.117 (10.30.101.117) 1.000 ms 2.000 ms 1.000 ms

4 10.250.250.120 (10.250.250.120) 10.000 ms 9.000 ms 9.000 ms

5 172.27.35.75 (172.27.35.75) 9.000 ms 10.000 ms 8.000 ms

6 172.27.35.74 (172.27.35.74) 9.000 ms 8.000 ms 9.000 ms

7 252-128-165-209.gci.net (209.165.128.252) 10.000 ms 10.000 ms 9.000 ms

8 172.27.35.186 (172.27.35.186) 17.000 ms 9.000 ms 8.000 ms

9 172.27.35.187 (172.27.35.187) 10.000 ms 9.000 ms 8.992 ms

10 237-238-223-66.gci.net (66.223.238.237) 9.990 ms 8.991 ms 10.989 ms

11 242-238-223-66.gci.net (66.223.238.242) 47.952 ms 45.954 ms 46.953 ms

12 10.240.6.150 (10.240.6.150) 49.950 ms 47.952 ms 47.952 ms

13 10.240.6.162 (10.240.6.162) 48.951 ms 47.952 ms 46.953 ms

14 10.240.6.6 (10.240.6.6) 46.953 ms 46.953 ms 47.952 ms

15 * * *

16 * * *

17 * * *

18 * * *

19 * * *

20 *

Thanks & Good w/e

Henry

Can't Send Auto Support Needs Your Advise

columbus_admin — Fri, 23 Sep 2011 18:44:37 GMT

If the next hop is the actual mail server itself, could it be a local firewall issue that is blocking the filer from the mailhost? If a ping gets through the firewall, a traceroute should as well(unless there are some very granularly defined rules in place). You're routing appears to be good, at least if your IP lookup is good. I assume that you see an internal interface where all I would see is an external one.

That is a lot of hops to get to your SMTP server, a cross country haul? Have you thought about using the HTTPS transport and having the filer post directly to NetApp?

"options autosupport.support.transport https" would set it so the filer posts directly to NetApp. Now the bigger issue with this is, you won't get the alerts, this way. You would have to then go into the NOW autosupport tool and configure your alerts from there. If you have secondary monitoring, this might not be an issue at all, it would depend on your situation.

- Scott

Can't Send Auto Support Needs Your Advise

wes_beckum — Fri, 23 Sep 2011 18:49:39 GMT

Henry,

I am gathering from your initial post that you have at least one filer that can successfully send autosupports, is that filer using the same smtp server?

Wes

Can't Send Auto Support Needs Your Advise

HENRYPAN2 — Fri, 23 Sep 2011 18:58:20 GMT

Yes Scott,

The filer is in Alaska & SMTP Server is Orange.

I'll think of trying HTTPS.

Thanks & Good w/e

Henry

Can't Send Auto Support Needs Your Advise

HENRYPAN2 — Fri, 23 Sep 2011 18:59:12 GMT

Ha-ha Wes,

All my other 17 filers are using the same SMTP server without issue.

Thanks & Good w/e

Henry