Sporadic Connection Issues

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SignLine
Posts: 7
Joined: Wed Jul 09, 2014 3:38 pm

Sporadic Connection Issues

Post by SignLine » Wed Jul 09, 2014 4:09 pm

Hello all,
For the last 2-3 weeks we have problems sending and receiving emails, our web designer uses mailenable for our website emails and this issue has been affecting all of them at the same time.

We get this error in Live Mail
server error: 0x800ccc90 server response: -err your ip address has temporarily denied access.

In Mailwasher which we use to filter out the tons of spam we get says
The connection was intentionally closed by the server beofre the session was completed

We may get those issues for an hour or so, then it's all back working fine again, then it will play up again some time later etc etc.

It can't be the email software as it plays up in both that we use to wash and send/receive, can't be the account settings as all of the various email addresses are affected at the same time, I did read somewhere about some setting in mailenable that can cause this but seems odd it came out of nowhere and is affecting all of our email addresses, I asked our developer about it http://forum.mailenable.com/viewtopic.p ... ss.#p81007 and he said ours is turned on but always has been.

Any ideas what the problem is anyone?

When those are playing up we can still send and receive from here http://inspirationaltechnology.co.uk/me ... /sys/login

Thanks.

MailEnable-Ian
Site Admin
Posts: 9029
Joined: Mon Mar 22, 2004 4:44 am
Location: Melbourne, Victoria, Australia

Re: Sporadic Connection Issues

Post by MailEnable-Ian » Thu Jul 10, 2014 5:37 am

Hi,

Sounds like the IP is being temporarily banned because it has been detected as a source of abuse. The SMTP log files will contain more information. Do you route through a proxy that then connects to the MailEnable SMTP service? If so then the proxies IP maybe getting banned and thus why your websites and mail applications cannot connect to the SMTP service. You really need to inspect the log files to determine what is triggering the ban. Most likely invalid AUTH attempts will be the cause.
Regards,

Ian Margarone
MailEnable Support

SignLine
Posts: 7
Joined: Wed Jul 09, 2014 3:38 pm

Re: Sporadic Connection Issues

Post by SignLine » Thu Jul 10, 2014 10:26 am

Hi Ian,
Thanks for ther prompt reply.

'The SMTP log files will contain more information.'
How do I find that and do I then copy it onto here for you to be able to look at for us?

'Do you route through a proxy that then connects to the MailEnable SMTP service?'
Ummmm, not sure, we have our emails going through mail.ourwebsitename.co.uk from each computer, not through a server here but I guess our developer uses a server somewhere for hosting our site and handling our emails.

With our previous website host we didn't get any spam at all but I guess that's a different subject.

'You really need to inspect the log files to determine what is triggering the ban. Most likely invalid AUTH attempts will be the cause'
I can do that if you could please tell me how to.

Kind Regards,
Jason.

MailEnable-Ian
Site Admin
Posts: 9029
Joined: Mon Mar 22, 2004 4:44 am
Location: Melbourne, Victoria, Australia

Re: Sporadic Connection Issues

Post by MailEnable-Ian » Fri Jul 11, 2014 12:45 am

Hi,
'The SMTP log files will contain more information.'
How do I find that and do I then copy it onto here for you to be able to look at for us?
SMTP log files are found under: Servers > localhost > Services and connectors > SMTP > Logs within the MailEnable administration console.
'Do you route through a proxy that then connects to the MailEnable SMTP service?'
Ummmm, not sure, we have our emails going through mail.ourwebsitename.co.uk from each computer, not through a server here but I guess our developer uses a server somewhere for hosting our site and handling our emails.
The SMTP log files will report the incoming IP address for all senders from one common IP address which would indicate they all route through a proxy.
'You really need to inspect the log files to determine what is triggering the ban. Most likely invalid AUTH attempts will be the cause'
I can do that if you could please tell me how to.
Search for "Invalid Username or Password" and if you see this occurring multiple times (over 10 times) then this would indicate why the IP address is being banned.

Example log snippet:

Code: Select all

06/12/14 14:28:48	SMTP-IN	C6109DBE9A9D4BBB8E4916AA4B4A92BE.MAI	1376	192.168.2.18	AUTH	AUTH LOGIN	334 VXNlcm5hbWU6	18	12		
06/12/14 14:28:48	SMTP-IN	C6109DBE9A9D4BBB8E4916AA4B4A92BE.MAI	1376	192.168.2.18	AUTH	{blank}	334 UGFzc3dvcmQ6	18	10	test	
06/12/14 14:28:48	SMTP-IN	C6109DBE9A9D4BBB8E4916AA4B4A92BE.MAI	1376	192.168.2.18	AUTH	UGFzc0AzMg==	504 Invalid Username or Password	34	14	test	
06/12/14 14:28:48	SMTP-IN	C6109DBE9A9D4BBB8E4916AA4B4A92BE.MAI	1376	192.168.2.18	AUTH	AUTH LOGIN	334 VXNlcm5hbWU6	18	12	test	
The above AUTH LOGIN reports the mailbox name that is used to authenticate. I.e: "test" is the mailbox name.

The issue may not be invalid AUTH attempts and could simply be a client issuing unknown commands to the service where you could search the logs for "UNKN"

Code: Select all

07/11/14 10:41:54	SMTP-IN	538B9201D24C43AD8836EEFB93308364.MAI	936	127.0.0.1			220 mailenable.com.au ESMTP MailEnable Service, Version: 8.51--8.51 ready at 07/11/14 10:41:54	0	0		
07/11/14 10:41:54	SMTP-IN	538B9201D24C43AD8836EEFB93308364.MAI	936	127.0.0.1	UNKN		503 Bad sequence of commands	30	2		
07/11/14 10:42:00	SMTP-IN	538B9201D24C43AD8836EEFB93308364.MAI	936	127.0.0.1	UNKN	sdfsdf	503 Bad sequence of commands	30	8
If you cannot locate the problem and why the IP's are being banned then the next step is to lodge a support ticket via the MailEnable support form below and provide server access so that a technician to review the logs files and configuration directly on server.

http://www.mailenable.com/support/SupportRequest.asp
Regards,

Ian Margarone
MailEnable Support

SignLine
Posts: 7
Joined: Wed Jul 09, 2014 3:38 pm

Re: Sporadic Connection Issues

Post by SignLine » Fri Jul 11, 2014 12:43 pm

Hi Ian,
Thanks again.

I think only our developer can look into this for us, all I have access to is my pc and my inspirational technology mailenable account.

I'll send him a link to this topic and see what he can find out for us.

Kind Regards,
Jason.

SignLine
Posts: 7
Joined: Wed Jul 09, 2014 3:38 pm

Re: Sporadic Connection Issues

Post by SignLine » Fri Jul 11, 2014 1:51 pm

He said
'I have a quick look at the logs and I can’t see any major problems. A typical days log is several thousand lines long and from experience I know it takes a number of hours to search for issues. The hosting fee I charge customers covers hosting fees and providing email to them and support if anything goes wrong, however I cannot support third party problems like Mail Washer without charging (even if the hosting fee has been paid).

Saying this, I am happy to go out of my way to help, so please can you pay the outstanding hosting invoices and I will have a look.

Alternatively would you rather move your email elsewhere? This way you can manage it yourself and put any spam filtering in place you need.'

So by the looks of it the best thing to do is look to get our emails some other way, how we used to was great as they filtered out all the spam that I now have to do manually, for every genuine email I get I probably get 5 spam, but he handles our emails as he said ne needed to as he was hosting our website.

I'll try the support option too.

Thanks,
Jason.
Last edited by SignLine on Mon Jul 14, 2014 12:37 pm, edited 1 time in total.

SignLine
Posts: 7
Joined: Wed Jul 09, 2014 3:38 pm

Re: Sporadic Connection Issues

Post by SignLine » Mon Jul 14, 2014 9:13 am

Just to correct one point, we can send emails of using Live Mail, but we can't receive them.

Not sure if that indicates anything but I don't want to pay $100 odd dollars for support ticket and our developer doesn't see why he should look into it even though he said he would need to handle our emails now he was hosting our website so we're now left hanging in the breeze.

I have just clocked about the developer helping us out once invoices have been paid so we'll try that first although we'd still be getting saturated with spam on the primary email we use the most.

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