000039136 - Intermittent issue where On-Demand Notifications are not triggered in RSA Archer

Document created by RSA Customer Support Employee on Jul 22, 2020
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Article Number000039136
Applies ToRSA Product Set: RSA Archer
RSA Version/Condition: 6.x
 
Issue
  • There is an intermittent issue where On-Demand Notifications are not triggered in RSA Archer.
  • Notifications are sent from RSA Archer and the recipients already have access to it.
  • Test Connection from the RSA Archer Control Panel shows that the test fails with the following error in the JobFramework logs.

    <ApplicationData>
      <TraceData>
        <DataItem>
          <TraceRecord Severity="Error" xmlns="http://schemas.microsoft.com/2004/10/E2ETraceEvent/TraceRecord">
            <TraceIdentifier>ArcherTech.Notifications</TraceIdentifier>
            <Description>Error sending the email message generated for notification template '#######' with id = '###'.</Description>
            <AppDomain>ArcherTech.JobFramework.Job.exe</AppDomain>
            <Exception>
              <ExceptionType>ArcherTech.Common.Exceptions.SendEmailNotificationException, ArcherTech.Common, Version=6.6.500.1044, Culture=neutral, PublicKeyToken=null</ExceptionType>
              <Message>Error sending the email message generated for notification template '#######' with id = '###'.</Message>
              <Source />
              <ContextData>
                <Resolution>Please verify that the SMTP server configured in the ACP is reachable. For further support, please contact your system administrator.</Resolution>
                <SmtpServerAddress>##.###.##.##</SmtpServerAddress>
              </ContextData>
              <StackTrace />
              <InnerException>
                <ExceptionType>System.Net.Mail.SmtpFailedRecipientsException, System, Version=4.0.0.0, Culture=neutral, PublicKeyToken=##########</ExceptionType>
                <Message>Unable to send to all recipients.</Message>
                <Source>System</Source>
                <StackTrace>   at System.Net.Mail.SmtpTransport.SendMail(MailAddress sender, MailAddressCollection recipients, String deliveryNotify, Boolean allowUnicode, SmtpFailedRecipientException&amp; exception)
       at System.Net.Mail.SmtpClient.Send(MailMessage message)
       at ArcherTech.Notifications.Providers.Mail.DefaultSmtpProvider.Send(MailMessage mailMessage, Notification notification)</StackTrace>
                <InnerException>
                  <ExceptionType>System.Net.Mail.SmtpFailedRecipientException, System, Version=4.0.0.0, Culture=neutral, PublicKeyToken=#########</ExceptionType>
                  <Message>Mailbox unavailable. The server response was: 5.7.1 Unable to relay for ######@#######.com</Message>
                  <Source />
                  <StackTrace />
                </InnerException>
              </InnerException>
            </Exception>
          </TraceRecord>
        </DataItem>
      </TraceData>
    </ApplicationData>




Follow the steps below to ping the SMTP server to confirm it is reachable:


  1. Open the RSA Archer Control Panel.
  2. Open the Instance settings.
  3. From the Notification section, copy the Server Address DNS or IP value.
  4. Open a command prompt and ping the Server Address to see if it is reachable.
Cause The behavior happens when the application server's IP address is not added to the server relay. This is an SMTP issue, not an RSA Archer issue.
ResolutionAdd the application server IP address to the server relay. Once added, the notifications trigger successfully.

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