Unable to email via Sendmail Unable to send mail: Unknown error

Drum2001

Any time we attempt to send out an email via OSTicket (test email, password reset, etc.) we get the following error messages in the logs:

Mailer Error
Unable to email via Sendmail Unable to send mail: Unknown error

Log Date: Wed, Apr 12 2023 5:51PM IP Address: xxx.xx.xxx.xxx

Mailer Error
Unable to email via SMTP: xxx@xxx.org (tls://smtp.ionos.com:587/SMTP) Transaction failed Reject due to policy restrictions. For explanation visit https://www.ionos.com/help/index.php?id=2425&ip=74.208.58.125&c=hd

Log Date: Wed, Apr 12 2023 5:51PM IP Address: xxx.xx.xxx.xxx

I cannot for the life of me figure out what the issue is/. I was on version 1.16.#, and thought it was potentially a bug, so I am now 1.17.3 and it is still not working.

Moreover, since going to 1.17.3, as part of my testing, I can no longer re-enable SMTP for our email addresses, I get the following error on the screen (not in the logs):

Oops! Something went wrong.
Something prevented the page from being rendered. Please try again. Your submission failed. Please go back and try again.

Any assistance would be greatly appreciated. Thanks so much!

Brad

Drum2001

Sorry, here is my system info.
Server Information
osTicket Version v1.17.3 (ca95150) — Up to date
Web Server Software Apache
MySQL Version 5.7.38
PHP Version 8.0.28
PHP Extensions
gdlib Used for image manipulation and PDF printing
imap Used for email fetching
xml XML API
xml-dom Used for HTML email processing
json Improves performance creating and processing JSON
mbstring Highly recommended for non western european language content
phar Highly recommended for plugins and language packs
intl Highly recommended for non western european language content
fileinfo Used to detect file types for uploads
zip Used for ticket and task exporting
APCu Improves overall performance
Zend Opcache Improves overall performance
PHP Settings
cgi.fix_pathinfo "1" is recommended if AJAX is not working
date.timezone America/New_York
Database Information and Usage
Schema xxxxxxx
Schema Signature xxxxxxxx
Space Used 1132.80 MiB
Space for Attachments 1107.52 MiB
Timezone EST5EDT (Interpreted as Europe/Berlin)

ntozier

Drum2001 Unable to email via SMTP: [xxx@xxx.org](mailto:xxx@xxx.org) (tls://smtp.ionos.com:587/SMTP) Transaction failed Reject due to policy restrictions. For explanation visit https://www.ionos.com/help/index.php?id=2425&ip=74.208.58.125&c=hd

Did you click on the link in the error?

421 Rejected due to policy violations
Problem:

Due to a poor delivery rate by sending to too many non-existent email addresses, the IP address of your email server is blocked from sending email to IONOS customers.

Your sender address has been reported as a spam sender in the past.

Solution:

Review and clean up your email sending list by deleting inactive and outdated recipient addresses. Restart the email dispatch at a later time.

KevinTheJedi

Drum2001

The Mailer Errors indicate SMTP is failing due to your mail provider's policy restrictions (likely because SMTP is not configured correctly) and so the system is falling back to Sendmail (PHPMail) to send the mail but that is also failing (likely because it’s not configured).

As for the error page when enabling SMTP, you need to check your logs (general server logs, webserver error logs, PHP error logs, MySQL/MariaDB error logs, osTicket System Logs, Browser Console logs, etc.) for any related errors. Also, it’d be best to contact your mail provider and have them provide you with the appropriate SMTP information to use. Once you get SMTP back up and running the Mailer Errors should go away.

Cheers.

jerrycarlin

I just installed 1.17.3 and have the same issue sending email. Php is configured to send the mail. Unless I can figure it out fast, I'm going back to 1.17.2 It worked fine on 1.17.2