Troubleshooting AutoSupport messages

If an attempt to send an AutoSupport message fails, the StorageGRID Webscale system takes different actions depending on the type of AutoSupport message.

Attention: Suppressing email notifications system wide (Configuration > Display Options, Notifications Suppress All check box) suppresses event-triggered AutoSupport emails, even when the Enabled check box is selected on the Event-Triggered AutoSupport page.

Weekly AutoSupport message failure

If a Weekly AutoSupport message fails to send, the StorageGRID Webscale system takes the following actions:

  1. Updates the Most Recent Result attribute to Retrying.
  2. Attempts to resend the AutoSupport message 15 times every four minutes for one hour.
  3. After one hour of send failures, updates the Most Recent Result attribute to Failed.
  4. Attempts to send an AutoSupport message again at the next scheduled time.
  5. Maintains the regular AutoSupport schedule if the message fails because the NMS service is unavailable, and if a message is sent before seven days pass.
  6. When the NMS service is available again, sends an AutoSupport message immediately if a message has not been sent for seven days or more.

AutoSuuport Weekly - Fail Msg

User-triggered or Event-triggered AutoSupport message failure

If a user-triggered or an event-triggered AutoSupport message fails to send, the StorageGRID Webscale system takes the following actions:
  1. Displays an error message if the error is known. For example, an email server configuration error could appear.
  2. Does not attempt to send the message again.
  3. Logs the error in nms.log.

Correcting an AutoSupport message failure

If a failure occurs, the following error message might appear on the AutoSupport page: "AutoSupport messages cannot be sent due to incorrect settings on the E-mail Server page."

Check that the StorageGRID Webscale system’s email server is correctly configured and that your email server is running.