Extension Welcome messages are not delivered, thought others are.

[ThaliaS]

Hello,
The 3cx installation is on Debian (used a 3cx image to install several months ago) and the exact current version is 16.0.6.655
We are using a custom SMTP. Test works fine.
If I set up an extension to receive e-mails on missed calls, messages are delivered as expected.
Service restart e-mails, backup e-mails, ip blacklisting e-mails etc, are all delivered as well.
Welcome messages on the other hand, are not.
The template was not modified. I even restored it from MAILTEMPLATE_EXTWELCOME_DEFAULT parameter, with the same result.

In /var/lib/3cxpbx/Instance1/Data/Logs/3cxSystemService.log

&lt;/html&gt;</body></template> will be used
2020/09/28 10:15:00.066|56103|0008|Info|WM: Updating extension 640
2020/09/28 10:15:00.066|56103|0008|Trac|Finalizing TRANSACTION.65
2020/09/28 10:15:00.066|56103|0008|Trac|---TRANSACTION.65 finished 2.5861ms
data:1.0082ms
Events:0.2619ms
externals:1.316ms
2020/09/28 10:15:00.066|56103|0012|Info|UpdateOrInsert schedule for 640
2020/09/28 10:15:00.066|56103|0012|Info|Auto-switching is disabled for 640
2020/09/28 10:15:40.562|56103|0011|Excpt|System.OperationCanceledException: The operation was canceled.
at System.Threading.CancellationToken.ThrowOperationCanceledException()
at MailKit.Net.Smtp.SmtpStream.WriteAsync(Byte[] buffer, Int32 offset, Int32 count, Boolean doAsync, CancellationToken cancellationToken)
at MailKit.Net.Smtp.SmtpStream.Write(Byte[] buffer, Int32 offset, Int32 count, CancellationToken cancellationToken)
at MimeKit.IO.FilteredStream.Write(Byte[] buffer, Int32 offset, Int32 count, CancellationToken cancellationToken)
at MimeKit.IO.FilteredStream.Write(Byte[] buffer, Int32 offset, Int32 count, CancellationToken cancellationToken)
at MimeKit.IO.FilteredStream.Write(Byte[] buffer, Int32 offset, Int32 count, CancellationToken cancellationToken)
at MimeKit.MimeContent.WriteTo(Stream stream, CancellationToken cancellationToken)
at MimeKit.MimeContent.DecodeTo(Stream stream, CancellationToken cancellationToken)
at MimeKit.MimePart.WriteTo(FormatOptions options, Stream stream, Boolean contentOnly, CancellationToken cancellationToken)
at MimeKit.Multipart.WriteTo(FormatOptions options, Stream stream, Boolean contentOnly, CancellationToken cancellationToken)
at MimeKit.MimeMessage.WriteTo(FormatOptions options, Stream stream, Boolean headersOnly, CancellationToken cancellationToken)
at MimeKit.MimeMessage.WriteTo(FormatOptions options, Stream stream, CancellationToken cancellationToken)
at MailKit.Net.Smtp.SmtpClient.DataAsync(FormatOptions options, MimeMessage message, Int64 size, Boolean doAsync, CancellationToken cancellationToken, ITransferProgress progress)
at MailKit.Net.Smtp.SmtpClient.SendAsync(FormatOptions options, MimeMessage message, MailboxAddress sender, IList`1 recipients, Boolean doAsync, CancellationToken cancellationToken, ITransferProgress progress)
at MailKit.Net.Smtp.SmtpClient.Send(FormatOptions options, MimeMessage message, CancellationToken cancellationToken, ITransferProgress progress)
at MailKit.MailTransport.Send(MimeMessage message, CancellationToken cancellationToken, ITransferProgress progress)
at TcxMail.MailTemplateSender.Send(MimeMessage email)
at TcxMail.MailTemplateSender.Send(XDocument template, Func`2 getParameter, String mailTo, IEnumerable`1 attachments, Func`2 needEncode)
at _3cxSystemService.ExtSheduller.WelcomeEmailSender.SendWelcome(Extension ext)
at _3cxSystemService.ExtSheduller.WelcomeEmailSender.SendingProc()

Welcome messages where getting through before the last two updates.

Any ideas?

Thank you in advance.

 

[JohnS_3CX]

Hi

You can try to delete the entry MAILTEMPLATE_EXTWELCOME_CUSTOM from parameters (this gets created when you make a custom welcome email).

The system will now use the default one instead.

 

[ThaliaS]

Hi,

This did not resolve our issue.

The problem in our case was that the fqdn internally, was resolved to the 3cx LAN ip address (instead of the WAN ip).
After finding a workaround to this issue, welcome e-mails were also delivered.

What I do not understand, is why this was affecting only the welcome messages and not the rest of the e-mails sent!

Once more, thank you for the reply.

 

[JohnS_3CX]

I see, and what led you to discover that this was the issue?

 

[ThaliaS]

At first, I thought this was a template issue, since other e-mail were delivered and the log was not very clear to me.
Welcome messages could not be tracked on the mail server side either.
I was seeing a lot of posts with issues with welcome messages and 3cx SMTP server, so I switched to use the 3cx SMTP server (to check if it resembles to any of them) and there was a 5.7.0 error, which is explained in several posts as a mismatch of your FQDN IP to the IP sent in the e-mail's from header.
So I started looking at that direction.
I'm just curious why the header is formed differently in welcome messages than in missed calls and other messages sent.
The configuration also worked 2 updates back, as I was able to sent Welcome messages in the past.

 

[JohnS_3CX]

In this case make sure the PBX can communicate with the 3CX activation servers correctly.

It needs to sync its public IP to the FQDN assigned to your key, otherwise the SMTP server will reject you.