Issue with email Notifications to users

[op-team]

Hi Guys,
We are running Nagios 5.6.14 on a centos6.10

Users are not receiving alerts notifications.
It works when we test from Manage Email Settings > Send a Test Email

We can see from nagios.log, notifications event but no mail in our mailbox:

[root@nagios-01: ~]# grep -i notification /usr/local/nagios/var/nagios.log
...
[1601641663] SERVICE NOTIFICATION: cld-gvoillaume;nagios-01;License Check;WARNING;xi_service_notification_handler;TEST NOTIFICATIONS
[1601641663] SERVICE NOTIFICATION: cld-hdjouaka;nagios-01;License Check;WARNING;xi_service_notification_handler;TEST NOTIFICATIONS
[1601641663] SERVICE ALERT: nagios-01;License Check;WARNING;HARD;1;TEST NOTIFICATIONS
...

no trace also in /var/log/maillog, /usr/local/nagiosxi/tmp/phpmailer.log or /usr/local/nagiosxi/var/eventman.log

Any help to look why the email alerts suddenly stopped getting sent?
Service, Host and Users notifications are enabled with the correct timeperiod.

Thanks in advcance for your quick answer

[benjaminsmith]

Hi,

Make sure that you have phpmailer logging enabled if you'r using the SMTP option from the Admin > System Config > Email Settings page.

phpmailer-logging.png

Then navigate to Home.> Details >Host Status, clicked on a host, and select the Advanced Tab (+) and send a custom notification.

Then PM your system profile and I can review the logs for you.

Also, the following page has helpful tips for troubleshooting notification issues.

Nagios XI - Notification Problems

To send us your system profile.
Login to the Nagios XI GUI using a web browser.
Click the "Admin" > "System Profile" Menu
Click the "Download Profile" button
Save the profile.zip file and share in a private message or upload it to the post/ticket, and then reply to this post to bring it up in the queue.


Thanks,
Benjamin

[op-team]

Hi,

Thanks for your quick reply.
Please have a look to my profile
[quote][/quote]

This is a major issue for us

Moderator's Note: The profile has been shared with the support team but has been removed from the public forum

[benjaminsmith]

HI,

Did you recieve the custom notification you sent?

Code: Select all

[1601881631] HOST NOTIFICATION: alerts.nwuc;nagios-01;CUSTOM (UP);xi_host_notification_handler;OK - 172.16.213.20: rta 0.024ms, lost 0%;Habib Djouaka;test notification

The PHPmailer log is not showing any errors, so that is working.

Code: Select all

[10-02-2020 14:17:04] Message sent! (method=smtp;host=172.30.16.254;port=25;smtpauth=true;security=none), Referer: admin/testemail.php
[10-02-2020 14:59:50] Message sent! (method=smtp;host=172.30.16.254;port=25;smtpauth=true;security=none), Referer: account/testnotification.php > PHPmailer Test

Make sure the user notification preferences are set correctly and also check the spam filter on the user mailbox to make sure the notification is not getting filtered.

notification-preferences.png

Lastly, if this is major issue, it would be best to open a support ticket for faster resolution.
Benjamin

[op-team]

Hi,

Did you receive the custom notification you sent? No, i didn't receive it
I can confirm that all user preferences are set correctly

For some user, i changed the command in the contact definition and the issue disappeared for those users.
host_notification_commands notify-host-by-email
service_notification_commands notify-service-by-email

probably an issue with phpmailer?

B.Regards
Habib

[benjaminsmith]

Hi Habib,

So those notification commands will use the default MTA on the Linux system, this is Sendmail for most systems and the other (XI) handlers will use phpmailer. I didn't see any errors in the phpmailer log, try running the following tail command and then send another custom notification and post the full output.

Code: Select all

tail -F /var/log/maillog /usr/local/nagiosxi/tmp/phpmailer.log /usr/local/nagiosxi/var/eventman.log /usr/local/nagios/var/nagios.log

If it's still not sending, then please follow the steps in the following KB article to turn on debugging for phpmailer. This will post any error messages into the UI.

PHPMailer - Troubleshooting Using Debug Logging

Lastly, can you attach or PM a screenshot of your Email Settings.

Regards,
Benjamin