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Knowledge Base Article: 000334969

Data Domain: Autosupports Not Sending (000334969)

Version: 2

Article Type: Break Fix

Audience: Level 30 = Customers

Last Published: Sat Feb 20 21:14:15 GMT 2016

Resolves the following: Received an email stating that Data Domain is not receiving Autosupports (ASUP), A TSE requests
Summary:
an autosupport, Cannot find system Autosupports on the Data Domain Support Site.
Version: 2
Summary:

Article Type: Break Fix

Audience: Level 30 = Customers

Last Published: Sat Feb 20 21:14:15 GMT 2016

Resolves the following: Received an email stating that Data Domain is not receiving Autosupports (ASUP), A TSE requests an

autosupport, Cannot find system Autosupports on the Data Domain Support Site.

Issue:
The admin cannot find the system autosupports or a system alert has not created a case on the Data Domain Support
site.
There are Exchange Server errors display the following:
**** Unable to send message: (errno 51: Unrecoverable...
autosupport@autosupport.datadomain.com)
**** Unable to send message: (errno 51: Unrecoverable errors from server--giving
up)

Resolution:
This article walks through the methods of troubleshooting why autosupports are not sending to the
autosupport@autosupport.datadomain.com support email.
Determine if the Data Domain System is creating Autosupports and if they are getting sent and relayed through the
Exchange Server
1. Verify if the system is capable of creating an autosupport report (ASUP)
If there is a serious issue with the system and fundamental processes are not functional, it may not be possible
for the Data Domain System to create a ASUP. Test if the system can display a ASUP to the screen with the
following command line syntax:
# autosupport show report
If an autosupport report cannot be shown or an error is received after running the command, open a support
case with your contracted support provider. If Data Domain is your support provider, open a case online.
1. Check the configuration of the DDR to send ASUPs. Refer to Knowledgebase article Configuring and Verifying the SMTP
Server on the Data Domain System
2. Verify that the Data Domain system is configured to send to the expected addresses. Refer to Knowledgebase article
Adding Recipients to the Autosupport Email List
3. Verify that the ASUP is getting relayed by the Exchange Server. Refer to Knowledgebase article Troubleshooting
Externally Sent Emails
4. Verify the admin email is correct. Refer to Knowledgebase article Setting and Verifying the Correct Admin Email
5. Verify that email is being routed through the correct network interface.
If the email is being routed through a different interface (i.e. eth0b), and that interface is not defined on the
email relay server, you will need to either:
Define the additional interface IP address on the relay server.
OR

Set up a static route to direct email traffic through the default interface, eth0 (refer to Knowledgebase
article Adding a Static Route)
If the ASUP can be sent to an external email address, but is not getting to Data Domain, it is possible there is an issue
with the firewall configuration or spam filters. Collect the domain name and IP address of the local mail server and open
a support case with your contracted support provider. If Data Domain is your support provider, open a case online.
REFERENCE
Article Configure Email Relay on MS Exchange
Article Port requirements for allowing access to Data Domain system through a Firewall
MX Lookup Tool
Article Configuring and Verifying the SMTP Server on the Data Domain System
Article Adding Recipients to the Autosupport Email List
Article Troubleshooting Externally Sent Emails
Article Setting and Verifying the Correct Admin Email

Notes (Employees and Partners):

Resolution:
Data Domain Support Personnel:
Note that this document is a Resolution Path. As such, while it is appropriate to link it to a case, it should not be marked
as resolving a case. Instead, the document whose content actually solved the case should be linked and marked as
resolved. In this case, the appropriate document would be one of the links below. It is important for statistical analysis
and problem trending that the actual solution KB is the one marked as resolved.
Determine if the Data Domain System is creating Autosupports, and if they are getting sent and relayed through the
Exchange Server.
1. Verify if the system is capable of creating an autosupport report (ASUP)
If there is a serious problem with the system and fundamental processes are not functioning, it may not be
possible for the Data Domain System to create an ASUP. You can test and see if the system can display an
ASUP to the screen with the following command line syntax:
# autosupport show report
If an autosupport report cannot be shown or you receive an error after running the command, open a support
case with your contracted support provider. If Data Domain is your support provider, open a case online.
If commands return the following message, there may be an invalid Sequence Retransmission Request (SRR):
**** Error retrieving information (**** Error communicating with management
service.)
Follow the steps outlined in the article below:
*** Invalid article - Has this article been archived? ***
Commands Stop Processing Due to Invalid SRR Link Error:
1. Check the configuration of the DDR to send ASUPs. Refer to Knowledgebase article Configuring and Verifying the SMTP
Server on the Data Domain System
2. Verify that the Data Domain system is configured to send to the expected addresses. Refer to Knowledgebase article
Adding Recipients to the Autosupport Email List
3. Verify that the ASUP is getting relayed by the Exchange Server. Refer to Knowledgebase article Adding Recipients to
the Autosupport Email List
4. Verify the admin email is correct. Refer to Knowledgebase article Setting and Verifying the Correct Admin Email
5. Verify that email is being routed through the correct network interface.
If the email is being routed through a different interface (i.e. eth0b), and that interface is not defined on the
email relay server, you will need to either:
Define the additional interface IP address on the relay server.
OR
Set up a static route to direct email traffic through the default interface, eth0 (refer to Knowledgebase
article Adding a Static Route)
1. If we are still getting the error message:
"errno 51: Unrecoverable errors from server--giving up"

while sending the autosupports after checking the above steps, we can ask the customer to run windows
update on their SMTP server and reboot it.
If the ASUP can be sent to an external email address, but is not getting to Data Domain, it is possible there is an issue
with the firewall configuration or spam filters. Collect the domain name and IP address of the local mail server and open
a support case with your contracted support provider. If Data Domain is your support provider, open a case online.
INTERNAL NOTES
For additional information on Troubleshooting ASUPs, enable the SMTP Debug. This will write additional information to
/ddvar/log/mail.debug
To enable mail debugging:
Go to SE mode (refer to article ID 181582, SE Mode) and run:
# reg set config.debug.smtp = 1
To disable mail debugging:
(Confirm you do this or else we will get error alerts EVERY DAY):
Go to SE mode (refer to article ID 181582, SE Mode) and run:
# reg set config.debug.smtp = 0
REFERENCE
Article ID Configure Email Relay on MS Exchange
Article ID Port requirements for allowing access to Data Domain system through a Firewall
MX Lookup Tool
Article Configuring and Verifying the SMTP Server on the Data Domain System
Article Adding Recipients to the Autosupport Email List
Article Troubleshooting Externally Sent Emails
Article Setting and Verifying the Correct Admin Email

Notes (Restricted):
If the error message:
"errno 51: Unrecoverable errors from server--giving up"
continues to occur while sending the autosupports after checking the above steps, ask the customer to run windows
update on their SMTP server and reboot it.

Product:

Data Domain, DD510 Appliance, DD530 Appliance, DD565 Appliance, DD120 Appliance, DD690 Appliance, DD140
Appliance, DD160 Appliance, DD2200 Appliance, DD2500 Appliance, DD4200 Appliance, DD4500 Appliance, DD580
Appliance, DD610 Appliance, DD620 Appliance, DD630 Appliance, DD640 Appliance, DD660 Appliance, DD670
Appliance, DD7200 Appliance, DD860 Appliance, DD880 Appliance, DD890 Appliance

Problem Code:

Missing / Not Enabled

Shared:

Yes

Core SFDC ID:

000180441

Legacy Solution ID:

dd1408

Article Properties:

Validation Status: Approved

Original Create Date: Fri Sep 05 00:00:00 GMT 2008

Channels: Customer , Internal App

First Published: Fri Feb 05 18:29:29 GMT 2016

Originally Created By: Unknown

Last Modified: Sat Feb 20 21:14:15 GMT 2016