How to troubleshoot GWIA
(Last modified: 28Jul2005)
This document (10061085) is provided subject to the disclaimer at the end of this document.
goal
How to troubleshoot GWIA
fix
Before going through these steps, make sure verbose logging has been set for the GWIA gateway.
SECTION I. Can't send mail to the Internet
A. 550 Host Unknown
1. Load ping on the file server running GWIA. Try pinging:
130.57.4.70
novell.com
If these addresses don't work, then GWIA may not work (unless you are using a mail relay).
Try pinging your DNS Server and IP address
If there is no response, check the RESOLV.CFG file in SYS:\ETC for invalid or missing entries.
Can you TELNET to their mail host on port 25? To determine the mail host, see section II step four.
Try using GWIP [no longer available] to test connection from your server to theirs. See section V step seven for further details.
SECTION II. Can't receive mail from the Internet
1. Is your Internet Domain Name and IP Address published. Try pinging your Internet Domain Name from a site outside the company.
2. If items in step one worked, Telnet to IP address (this should be your GWIA server IP address) and port 25. This should be done from outside the company to make sure you can receive mail.
Example (this is using Novell's IP address): TELNET 130.57.1.10 25
You should see a screen similar to this:
220 prv1-mx.provo.novell.com GroupWise Internet Agent 5.5.5.1 Ready (C)1993, 1999 Novell, Inc.
If this does not work then either a router, firewall or ISP is blocking the IP address and/or port 25.
3. If items in step two worked, try Telnet to Internet Domain Name (this should be the Internet Domain name you are using for e-mail addressing - user@novell.com) and port 25
Example (using Novell's Internet Domain Name):
TELNET novell.com 25
You should see a screen similar to the one in step two.
4. Does their domain have an MX record?
If you are not hosting your own DNS, contact the ISP that is hosting your DNS and make sure they have correct MX record for your site. You can check it by using NSLOOKUP.
a. Load NSLOOKUP
b. Type "Set type=mx"
c. Type in Internet host name
Example:
>set type =mx
> novell.com
Server: ns.Novell.COM
Address: 137.65.1.1
novell.com MX preference = 5, mail exchanger = prv1-mx.provo.novell.com
novell.com MX preference = 20, mail exchanger = cpl-mx.novell.nl
novell.com MX preference = 5, mail exchanger = prv-mx.provo.novell.com
novell.com nameserver = ns.novell.com
novell.com nameserver = NS.UTAH.EDU
novell.com nameserver = NS1.WESTNET.NET
prv1-mx.provo.novell.com internet address = 192.233.80.9
prv-mx.provo.novell.com internet address = 192.233.80.8
ns.novell.com internet address = 137.65.1.1
NS.UTAH.EDU internet address = 128.110.124.120
NS1.WESTNET.NET internet address = 128.138.213.13
You must have at least one MX record listed. In the above example line one is Novell's MX record. Please note that this entry has mail exchanger as part of the record.
novell.com MX preference = 5, mail exchanger = prv1-mx.provo.novell.com
Mail being sent to novell.com will actually go to `prv1-mx.provo.novell.com'. This is Novell's GWIA server. Since port 25 (mail) is being used, the MX record redirects all incoming mail to `prv1-mx.provo.novell.com'.
SECTION III. 450 MX Record Lookup Failure
A "450 MX Record Lookup Failure" message means that the SMTP or GWIA Gateway cannot find or connect with the Domain Name Server.
Possible reasons for 450 error:
1. IP address to DNS has changed. If this is the case update the RESOLV.CFG
2. IP filtering has been added to the routers so the gateway cannot see the DNS machine.
3. Bad network card (NIC).
4. TCP/IP is not bound to the network card.
5. Bad network cabling.
6. Named is not running on the DNS machine.
7. The DNS machine is down.
8. The specific site your sending email may be down. If you can send email to other locations, then in most cases all your GWIA/DNS settings are fine. Try sending the email again later to see if their site is running. A good test is loading ping at the server console and try pinging the site your trying to send email to.
SECTION IV. Testing incoming mail using Telnet
The items in quotes " " are information items and not part of the telnet commands. Each telnet command needs to be followed by pressing Enter. From a DOS prompt enter the following:
telnet "the IP address of the gateway" 25
"A windows dialog box will display with Telnet - "the gateway IP address" in the tile bar. As you type your commands you should be able to see what your typing on the screen, if not, enable echo in Terminal, Preferences. Each correct command should be answered with a "250" or "250 Ok" statement," with the exception of the first line that will be a 220 response, for example:
220 prv1-mx.provo.novell.com GroupWise Internet Agent 5.5.3.1 Ready (C)1993, 1999 Novell, Inc.
helo
mail from:<john_doe@company.com>
rcpt to:<user@company.com>
data
From: "John Doe" <john_doe@company.com>
To: <user@company.com>
Subject: text
"Message body"
.
quit
SECTION V. Other things to check
1. RESOLV.CFG
Check the RESOLV.CFG file for correct configuration. By default, this file is located in the SYS:\ETC directory. Make sure it is spelled correctly (no E in resolv).
The contents of the RESOLV.CFG file should be in all lowercase letters with the following format:
domain <your_domain_name>
nameserver <ip_address>
nameserver <ip_address>
nameserver <ip_address>
2. Default Route
Make sure you have a default route correctly configured. See TID 10013002 "Configuring a Default Route'.
3. NAT enabled
If you are using NAT on your server, add the following set command to the autoexec.ncf:
SET NAT DYNAMIC MODE TO PASS THRU=ON
4. TCP/IP out of date. Make sure the server is fully patched.
5. Is there a /mh switch in the gwia.cfg?
This is used when sending mail to a relay and then out to the Internet. Some sites may use this option in conjunction with BorderManager or a UNIX machine. Some users do not want to resolve DNS for outgoing email. In this case they must send all the outgoing internet email to a Smart Mail Host. This can also be done by adding the correct IP address to the Relay Host for Outbound Messages in the details of the GWIA object under SMTP/MIME Settings or you can add the /mh-"Smart Mail Host IP Address" to the gwia.cfg file.
5. Is BorderManager or a Firewall installed?
If you have BorderManager/Firewall and your GWIA server on the same machine see TID 2935776.
Filtering has been added to the routers so the GWIA gateway cannot see the DNS machine.
Remove the filters that block the DNS machine. Some firewalls tie up receive threads. Try increasing number of GWIA receive threads.
6. Is port 25 in a listen state on the GWIA server?
a. Load TCPCON
b. Select Protocol Information
c. Select TCP
d. Select TCP Connections
e. Look for a entry that has smtp listed as a port value
7. Download GWIP.EXE from support.novell.com
a. At the console type the following (this is similar to telnet command from a workstation):
GWIP CONNECT IP ADDRESS 25
Example: GWIP CONNECT 192.233.80.9 25
You should see the following screen:
connect OK on 192.233.80.9 : 25
<Press any key to close screen>
This indicates that you were successful in connecting to 192.233.80.9 on port 25.
SECTION VI. Other possible Problems:
1. In GroupWise System Operations - Internet Addressing
Entry for Internet Domain Name is missing?
2. Have they exited the GW client?
3. Rebuild the post office to update Internet addressing changes
4. Have they cleaned out the 'Frequent contacts list
5. Check for default GW routing domain and clear the field if a name has been entered
This can be found in NWADMIN Tools | System Operations | Preferences
6. Is there a /DIA switch in the GWIA.CFG file
This can be found in NWADMIN GWIA | Details | SMTP/MIME Settings | Address Handling | Ignore GroupWise Internet Address. Unless the system has GW 5.2 or Macintosh clients, this should not be checked.
SECTION VII. GWIA abending.
Same message being processed over and over, Slow incoming/outgoing mail delivery
1. Exit GWIA and check the following directories for messages:
A. DOMAIN\WPGATE\GWIA\000.PRC
B. DOMAIN\WPGATE\GWIA\SEND
C. DOMAIN\WPGATE\GWIA\RECEIVE
D. DOMAIN\WPGATE\GWIA\DEFER
E. DOMAIN\WPGATE\GWIA\WPCSOUT
All these directories can be renamed and will be recreated when GWIA/MTA restarts. To prevent message loss, copy a few files at a time back to the newly created directory. This can help you determine which message is bad. Usually it is the file with the oldest date/time stamp. You can view most of the messages in notepad. The files in WPCSOUT directory are encrypted and you cannot view them.
SECTION VIII. MISC
Have you tried the latest FTF for GWIA. This may fix your problem.
Try increasing send threads to 12 and the receive threads to 30 (bounce GWIA)..
document
| Document Title: | How to troubleshoot GWIA |
| Document ID: | 10061085 |
| Solution ID: | NOVL42588 |
| Creation Date: | 13Mar2001 |
| Modified Date: | 28Jul2005 |
| Novell Product Class: | Groupware NetWare Novell BorderManager Services |
disclaimer
The Origin of this information may be internal or external to Novell. Novell makes all reasonable efforts to verify this information. However, the information provided in this document is for your information only. Novell makes no explicit or implied claims to the validity of this information.
Any trademarks referenced in this document are the property of their respective owners. Consult your product manuals for complete trademark information.