This document provides steps of troubleshooting when users cannot send messages through the Cisco Unity Connection server 7.1 from an IMAP client.
If users cannot send messages through the Cisco Unity Connection server from an IMAP client example:- messages remain in the Outbox, an SMTP error is displayed in the client, or users receive non-delivery receipts (NDRs).
If users cannot send messages through the Cisco Unity Connection server from an IMAP client, follow the below steps:-
Solution 1 :-
If Connection is not configured to allow clients to connect from untrusted IP addresses on the System Settings > SMTP Configuration > Server page in Cisco Unity Connection Administration, the IP address of the client must appear in the IP address access list in Connection.
In Cisco Unity Connection Administration, expand System Settings > SMTP Configuration, then click Server.
On the SMTP Configuration Page, on the Edit menu, click Search IP Address Access List.
Confirm that the IP address in use by the IMAP client appears as an entry in the list, and that the Allow Connection check box is checked.
To add a new IP address to the list, click Add New.
On the New Access IP Address page, enter an IP address, or you can enter a single * (asterisk) to match all possible IP addresses.
On the Access IP Address page, check the Allow Connection check box to allow connections from the IP address that you entered in step 4.To reject connections from this IP address, uncheck the check box.
If you have made any changes on the Access IP Address page, click Save.
Solution 2 :-
If Connection is configured to allow clients to connect from untrusted IP addresses on the System Settings > SMTP Configuration > Server page in Connection Administration, two additional settings on this page can affect the ability of an IMAP client to send messages.
If the Require Authentication From Untrusted IP Addresses check box is checked, the client must be configured to authenticate with the outgoing SMTP server.
If the Transport Layer Security From Untrusted IP Addresses field is set to Required, the client must be configured to use Secure Sockets Layer (SSL) when connecting to the Connection server.
Solution 3 :-
The email address of the message sender must exactly match a primary or proxy SMTP address configured in Connection, as follows:
1. If the message is being sent from an IMAP client that is authenticated with the Connection server, the email address must
exactly match either the primary SMTP address that is displayed on the User Basics page for the user in Connection Administration
or one of the SMTP proxy addresses that are configured on the SMTP Proxy Addresses page for the user.
2.If the message is being sent from an IMAP client that is not authenticated with the Connection server, the email address can match a primary
or proxy address that is configured for any user on the Connection server.
Solution 4 :-
The email address of the message recipient must match a primary or proxy SMTP address that is configured for a Connection user, or an
SMTP proxy address that is configured for a VPIM contact. If no such match is found, Connection relays the message to the SMTP smart host, or
sends an NDR to the sender, depending on the option selected in the When a Recipient Cannot be Found setting on the System Settings > General configuration page in Connection Administration. By default, Connection sends an NDR.
Solution 5 :-
The message exceeds the maximum length or number of recipients per message that are configured on the System Settings > SMTP Server Configuration page in Connection Administration. (By default, the maximum allowed message length is 10 MB.)
Solution 6 :-
The IMAP client is unable to reach the Connection SMTP server because of network connectivity issues or because access is blocked by a firewall.
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