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Troubleshooting SMTP mail delivery issues in InterScan VirusWall (ISVW) for Windows

    • Updated:
    • 16 Mar 2015
    • Product/Version:
    • InterScan VirusWall 7.0
    • Platform:
    • Windows 2000 Advanced Server
    • Windows 2000 Server
    • Windows 2003 Enterprise Server
    • Windows 2003 Standard Server Edition
    • Windows 2003 Standard Server Edition 64-bit
    • Windows 2003 Web Server Edition
Summary

Use this troubleshooting guide if you encounter issues with sending or receiving SMTP mails after installing ISVW. 

Details
Public
  1. Verify if ISVW is running:
    1. The Trend Micro InterScan VirusWall 7 service is running.
    2. ISVW replies when the user telnets to port 25.

    If ISVW is running and the problem still occurs, proceed to the next step.

  2. Open the ISVW management console and click SMTP > Configuration.
  3. Go to the Inbound Mail section and do the following:

    If the Forward mail to SMTP server at:<host><port> option is selected:

    1. Check if the IP address and port indicated are the ones used by the original SMTP server. If correct, proceed to Step b.
    2. On the ISVW server, open a command prompt and type the following command:

      telnet <IP address of SMTP server> <port>

      If the ISVW server receives a greeting banner, then it is able to connect to the downstream SMTP server. Proceed to Step c.

    3. Go back to the ISVW server desktop, and then click Start > Programs > InterScan VirusWall 7 > InterScan VirusWall 7 Realtime Scan Monitor.
    4. Check the Current activity section to see if emails are reaching ISVW, and then do the following:
      • If there is no message indicating mail activity, open a command prompt and type the following commands:

        nslookup
        > set type=mx
        > Your_domain_name.com

        Entries such as the following will appear:

        Your_domain_name.com MX preference = 5 Mail exchanger = hostname.Your_domain_name.com (or FQDN of the MTA)

        Hostname.your_domain_name.com internet address = IP address

        If the hostname and the IP address are not that of the ISVW server, modify the DNS MX records to reflect the correct information.

      • If mail activity is present, open the ISVW console and click Logs to see information about mails being blocked by content filters.

    If the Use DNS to deliver mail option is selected:

    Do the nslookup test in Step 3d above. If the hostname and the IP address of the ISVW server appear, modify the DNS settings on the TCP/IP settings of the ISVW server. It should reflect the following:

    Primary DNS: IP address of internal DNS server
    Secondary DNS: IP address of external DNS Server

    In this configuration, mail looping issues may occur if the internal DNS server becomes unavailable or too busy to process incoming requests. Thus, it is recommended to configure ISVW to forward incoming mails to a smarthost or original SMTP server instead.

  1. Open the ISVW management console and click SMTP > Configuration.
  2. Under the Outbound Mail section, check if the internal hosts that forward outgoing mails to ISVW are defined in the Specify the IP address(es) of any SMTP server(s) and clients that will send outgoing mail field.
    Internal hosts not specified here will get a "550 Relay denied" error when sending outgoing mail.
  3. Check how outgoing mail is delivered, and then do the following:

    If the Forward mail to SMTP server at:<host><port> option is selected:

    1. Check if the IP address and port indicated are the ones used by the original SMTP server. If correct, proceed to Step b.
    2. On the ISVW server, open a command prompt and type the following command:

      telnet <IP address of SMTP server> <port>

      If the ISVW server receives a greeting banner, then it is able to connect to the downstream SMTP server.

    If the Use DNS to deliver mail option is selected:

    1. Open a command prompt and type the following commands:

      nslookup
      > set type=mx
      > external_domain_name.com

      If the MX records for the external domain do not appear, check the DNS server(s) entered in the TCP/IP settings of the ISVW server, and make sure that it can properly resolve external domain names.
      If the nslookup test is successful, proceed to Step b.
    2. Get the IP address of one of the MX hosts and telnet to it via port 25.
      If unable to connect, check for the presence of firewall rules that may be preventing ISVW from sending mail to external domains.
      If telnet is successful, proceed to Step c.
    3. Open the ISVW console and click Logs to see if outgoing mails are being blocked by content filters.
Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1033328
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