Solved Email notification stops - 3CX Event Notification Manager restart needed

[benitok]

Hi,

Our setup is Cloud installation running Linux Debian 8 Jessie. 3CX version15.5.10244.4.

The problem occurred with the previous version of 3CX as well. I was hoping it would go away after the update.

Email notification stops for successful backups (can work for 2 weeks and then it just stops sending), I then restart '3CX Event Notification Manager' and it will work again for a few days or weeks.

Any idea how to resolve this?

Regards,
Benito

 

[benitok]

This is still a problem. I've now created a cron job to restart the service once a week.

0 2 * * 0 /bin/systemctl restart 3CXEventNotificationManager.service >/dev/null 2>&1

 

[YiannisH_3CX]

Hello @benitok

I would recommend opening a ticket with our support team for this issue as we have not reported cases regarding this and we will need to look into it to determine what is causing this behaviour.

 

[benitok]

I think I've found some clue as to what might be the problem. In the /var/lib/3cxpbx/Instance1/Data/Logs/3cxSystemService.log file I found the following.

2018/05/16 01:30:13.914|26580|0094|Excpt|GenericUtilsNet.Exceptions.SendEmailException: SETTINGS.NETWORK.MAIL_SERVER.CONNECTION_TIMEDOUT
at GenericUtilsNet.Mail.Send(AlternateView calendarData)
at _3cxBackupRestoreImpl.BackupRestoreUtils.NotifyBackupFailed(String file, IEnumerable`1 exceptions)

This happened a few times in the log. After this error, the email does not get sent until I restart the service. Any idea what might cause this error?

Edit:
@YiannisH_3CX I haven't logged a ticket with 3CX support. I've contacted our local distributor in Malaysia for 3CX about the support process. Still waiting on a response from them.

Edit2:
The following has been selected under Backup Schedule,
Full System Configuration
Include License Key Information & FQDN
Call logs, Chats and Conference data
System Voice Prompts and Audio Files for music on hold
Custom templates and IP Phone Firmwares
Voicemails

 

[YiannisH_3CX]

Do backups complete successfully? From what i understand the issue is with only with the confirmation email not being sent. Are you using a custom smtp server or the 3CX smtp?

 

[benitok]

Backups complete successfully. Yes, the issue is only the confirmation email not being sent on some days (random). We are using Google SMTP server. We have two similar 3CX servers setup in the Google Cloud. Both using the same Google SMTP settings and login.

The only difference is this one with the issue, we've also selected the following to be backed up,
* System Voice Prompts and Audio Files for music on hold
* Voicemails

Not sure if that has anything to do with it.

 

[YiannisH_3CX]

If the backups complete successfully then i do not think that the backup options are part of the issue. Can you switch to the 3CX SMTP as a test if you are using a PRO licence and try to replicate the issue?

 

[benitok]

I've changed it to 3CX SMTP settings (I see this is a one way ticket, cannot be changed back to custom SMTP). I've also removed the cron job to restart the service once a week.

Let's see what happens.

 

[YiannisH_3CX]

Please keep us updated with the results.

 

[benitok]

It's been 10 days without incident. Hopefully it is resolved now. Thanks @YiannisH_3CX

 

[YiannisH_3CX]

Glad to see the issue has been resolved and thank for updating the thread. I am settings the thread as resolved but you can always create a new one if you face any more issues.