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Cisco Bug: CSCvv39799 - VOS products show "The SMTP server could not be contacted" when ping is blocked on the SMTP server.

Last Modified

Oct 27, 2020

Products (1)

  • Cisco Unified Communications Manager (CallManager)

Known Affected Releases

10.5(2.13037.1) 11.5(1.13901.3) 12.5(1.12900.115)

Description (partial)

Symptom:
CUCM considers the ping results in order to check the connectivity with SMTP server. It shows the messages "The SMTP server could not be contacted" on CUCM under SMTP settings, when ICMP traffic is blocked on the SMTP server even when the SMTP service is accessible on designated SMTP port. We can telnet or use "utils network connectivity" command to verify the connectivity to SMTP server on port 25 and it is accessible and even the emails can be relayed fine. When we allow the ICMP traffic for SMTP server the CUCM starts showing "The SMTP server is available". The message "The SMTP server could not be contacted" is misleading for the customer's who are having ICMP traffic blocked in their network.

Conditions:
CUCM considers the ping results in order to check the connectivity with SMTP server. It shows the messages "The SMTP server could not be contacted" on CUCM under SMTP settings, when ICMP traffic is blocked on the SMTP server even when the SMTP service is accessible on designated SMTP port. We can telnet or use "utils network connectivity" command to verify the connectivity to SMTP server on port 25 and it is accessible and even the emails can be relayed fine. When we allow the ICMP traffic for SMTP server the CUCM starts showing "The SMTP server is available". The message "The SMTP server could not be contacted" is misleading for the customer's who are having ICMP traffic blocked in their network.
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