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Unable To Send Scheduled Back Up In Email Sophos XG

Issue:

In this article we will focus on how to resolve the issue when scheduled back up is not sending through email.

Under administration >> notification settings user has configured built in mail server and he is using sender email address as “seshulosett@gmail.com” and recipient email address as “seshu.losetti6@gmail.com”.

Built In email server
Notification settings

We have configured schedule back up under back up and firmware section to sent back up through email daily at 18:51 min.

back up schedule
Back up

User has checked in recipient email box for back up delivery, unfortunately it is not received. Lets start troubleshooting.

Troubleshooting:

Now click on Email and then click mail logs as shown below image

Note: You can only see mail logs tab under email >> mail logs section only in MTA mode. You can select this mode under email >> general settings

email logs
Bounced

We can see that email is bounced.

To get more detailed error, hover on the bounced error as shown in below image

email error
Complete Error

As we can see from the above error, we cannot send email using our public IP address instead our ISP need to configure our IP as relay. For more detailed explanation regarding this error please look into this article

https://stackoverflow.com/questions/15771932/the-ip-youre-using-to-send-mail-is-not-authorized-to-send-email-directly-to-our

Sometimes we will not get clear explanation we might need to check logs in CMD.

Checking CMD Logs:

Login to the CLI of the firewall, we will get screen as shown in below image

putty menu screen
Pop up screen

Select “device management” option “5” and then enter into “advanced shell” option “3

advanced shell
Advanced shell

enter this command “tail -f /log/smtpd_main.log” and then send email again. You can send email again by clicking on “test email” under administration >> notification settings

test email
Test email

Once you click on test email, email will be sent from sophos XG firewall and then you can see logs under smtpd_main.log . Please look into below error screenshot

email logs error
smtpd error

Here is the error in txt format:

“2021-07-13 19:18:57.765 [44415] 1m3MzX-000BPD-Gj ** seshulosett@gmail.com F=<> P=<> R=default_mx_router T=remote_smtp H=gmail-smtp-in.l.google.com [142.250.4.26]:25 I=[192.168.0.158]:46214 X=TLS1.2:ECDHE-ECDSA-AES128-GCM-SHA256:128 CV=yes DN=”/CN=mx.google.com”: SMTP error from remote mail server after RCPT TO:seshulosett@gmail.com: 550-5.1.1 The email account that you tried to reach does not exist. Please try\n550-5.1.1 double-checking the recipient’s email address for typos or\n550-5.1.1 unnecessary spaces. Learn more at\n550 5.1.1 https://support.google.com/mail/?p=NoSuchUser m8si17051572pgu.21 – gsmtp DT=0.000s”

The email address “seshulosett@gmail.com” is not existed. I intentionally given that email address to check the relevant error from the logs.

So in this way, we can see the more detailed error by checking in smtd_main.log.

By this way, we can troubleshoot email issues in sophos XG firewall.

Hope this article helps you.