Troubleshooting Guide

Unity Connection Receives NDRs to the

Unaddressed Distribution List

Document ID: 116398

Contributed by Scott Hills, Cisco TAC Engineer.

Aug 14, 2013

Contents

Introduction

Problem

Solution 1

Solution 2

Introduction

This document describes the process to troubleshoot when Non−delivery Receipts (NDRs) are reported to the

recipient in Unity Connection.

Problem

Occasionally, you might see unexplained NDRs reported to the receipent in Unity Connection. When it is

reported, the NDR reports to the Unaddress Distribution List. There might or might not be reports of messages

that were not reported to Unity Connection users. Other settings might include:

Single Inbox is also configured.•

Unity Connection is configured to relay the message to Smart Host if Unity Connection cannot

deliver the message.

•

Unity System Settings > General Configuration > 'When a recipient can not be found' is set to 'Relay

message to Smarthost'.

•

Solution 1

In order to troubleshoot this issue, perform these steps:

Navigate to Cisco Unity Connection Serviceability.1.

Choose Trace > Micro Trace.2.

Choose Message Transfer Agent (MTA) 10 − 30.3.

Choose Simple Mail Transfer Protocol (SMTP) 10 − 30.4.

Attempt to reproduce the issue or note the exact time of the next NDR received.5.

Use the Real−Time Monitoring Tool (RTMT) to collect files and collect Connection Message

Transfer Agent and Connection SMTP Server from 15 minutes before and after the NDR is received.

Solution 2

In the Connection MTA trace you might see:

PAGE 1
Unity Connection Receives NDRs to the Unaddressed Distribution List Document ID: 116398 Contributed by Scott Hills, Cisco TAC Engineer. Aug 14, 2013 Contents Introduction Problem Solution 1 Solution 2 Introduction This document describes the process to troubleshoot when Non−delivery Receipts (NDRs) are reported to the recipient in Unity Connection. Problem Occasionally, you might see unexplained NDRs reported to the receipent in Unity Connection.
PAGE 2
07:31:59.878 |28321,,,MTA,12,Thread=MtaMailDelivery−7; class=CsUnityMtaMessage;Attempting to relay a message that had already been relayed. NDRing the message to:f99b2b0c−7f8d−440e−838d−c4214a8bcc8c When this occurs, navigate to Connection Administration > System Settings > SMTP Configuration > Smart Host. You might find that the Smart Host is the actual Unity Connection server name or IP address. This causes a loop which is related to the message found in the MTA trace.