SMTP data timeout on connection

Eric M

• September 21, 2017 02:51

Hi, Has anyone experience smtp error such as email with specific attachment ( zip, jpg and pdf file are being not sent. However when the email being sent is plain text it is sent. Also is it normal to have many "SMTP data timeout (message abandoned) on connection from" in our exim log? Thank you!

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  cPanelMichael

  • September 21, 2017 15:31

  Hello,

  Has anyone experience smtp error such as email with specific attachment ( zip, jpg and pdf file are being not sent. However when the email being sent is plain text it is sent.

  
  Check /var/log/exim_mainlog to see if you notice any error entries related to the message. EX:
  exigrep MSGID /var/log/exim_mainlog
  Repalce "MSGID" with the message ID of the affected message, as found when viewing the message header in an email client.

  Also is it normal to have many "SMTP data timeout (message abandoned) on connection from" in our exim log?

  
  This can sometimes relate to the following option under the "ACL Options" tab in "WHM >> Exim Configuration Manager >> Basic Editor": Introduce a delay into the SMTP transaction for unknown hosts and messages detected as spam. Per it's description: The SMTP receiver will wait a few additional seconds for a connection when it detects spam messages in order to reduce inbound spam. The system excludes the following remote hosts from the delay: Neighbor IP addresses in the same netblock, Loopback addresses, Trusted Mail Hosts, Relay Hosts, Backup MX Hosts, Skip SMTP Checks Host, Sender Verify Bypass Hosts.
  Thank you.

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  Eric M

  • September 22, 2017 05:03

  Hi, As per checking the exim log i am only seeing 2017-09-22 11:38:15 1dvEiH-0008VB-Hx SMTP data timeout (message abandoned) on connection from ([x.x.x.x]) [x.x.x.x]:59708 F= 2017-09-22 11:41:07 1dvEl4-0001HF-4m SMTP data timeout (message abandoned) on connection from ([x.x.x.x]) [x.x.x.x]:59766 F= 2017-09-22 11:44:08 1dvEnz-0002RO-Hj SMTP data timeout (message abandoned) on connection from ([x.x.x.x]) [x.x.x.x]:59856 F= 2017-09-22 11:44:40 1dvEoV-0002dA-M2 SMTP data timeout (message abandoned) on connection from ([x.x.x.x]) [x.x.x.x]:59877 F= 2017-09-22 11:45:33 1dvEpL-00034l-NO SMTP data timeout (message abandoned) on connection from ([x.x.x.x]) [x.x.x.x]:59900 F= 2017-09-22 11:47:22 1dvEr6-0003nx-SJ SMTP data timeout (message abandoned) on connection from ([x.x.x.x]) [x.x.x.x]:59928 F= 2017-09-22 11:48:14 1dvErw-00048f-QI SMTP data timeout (message abandoned) on connection from ([x.x.x.x]) [x.x.x.x]:59957 F=

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  cPanelMichael

  • September 22, 2017 16:31

  Hello, Can you verify if the issue persists when temporarily disabling the following option under the "ACL Options" tab in "WHM >> Exim Configuration Manager >> Basic Editor"? Introduce a delay into the SMTP transaction for unknown hosts and messages detected as spam. Thank you.

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  Eric M

  • September 22, 2017 21:24

  Hi, Thank you for the advice. However after we disabled it we still experience the Data connection time out.

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  cPanelMichael

  • September 22, 2017 21:26

  Hello, Can you open a support ticket using the link in my signature so we can take a closer look? Thank you.

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  Eric M

  • September 22, 2017 22:25

  we already created a ticket # 8887205 but have not receive a reply yet.

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  cPanelMichael

  • October 04, 2017 15:56

  Hello, To update, it looks like this may have related to the issue discussed on the following post: What causes "SMTP data timeout (message abandoned)"? Thank you.

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  Eric M

  • October 11, 2017 03:18

  Hi, Thanks for the update. We have already applied the MTU but there are still experiencing the issue, The scenario is email with attachment are intermittent in being sent user can send attachment then after a few minutes they will not be able to send email with attachment again prompting the error smtp time out, however plain text emails are successfully being sent without errors.

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  cPanelMichael

  • October 11, 2017 14:26

  Hello, I see you have sent a response to the support ticket. I'll continue to monitor the ticket and update this thread with the outcome once it's closed. Thank you.

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  smurf

  • November 13, 2017 16:45

  We've experienced the same error.

  I'll continue to monitor the ticket and update this thread with the outcome once it's closed.

  
  @cPanelMichael was there a resolution to Eric's ticket? Thank you.

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  cPanelMichael

  • November 13, 2017 16:51

  Hello, It was determined to be an issue with the network as opposed to the cPanel & WHM software. For instance, when pinging the remote IP address, package loss was noticed. You can test that by running the following command from your cPanel server:
  ping $IP
  Thank you.

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