SupportAssist Enterprise 4 SMTP failing

I also am having dealing with the same type of issue but seems the issue is internal. We're running SupportAssist version: 4.00.05.30 with no options for TLS just hostname/ip/auth creds:

10 Jan 2020 08:32:16,534 [qtp1266265220-734] ERROR com.dell.supportassist.i18N.RestLocalizer- 58 - Could not find message for key : SA-15259.ResponseAction for locale en_US
10 Jan 2020 08:32:16,534 [qtp1266265220-734] ERROR com.dell.supportassist.rest.api.management.settings.UserSettingsController- 167 - SupportAssistException Occured while testing smtp
com.dell.supportassist.exception.SupportAssistException: SA-15259

Are you using an internal smtp server? We're using Office365 filtered through CES (Cisco Email Security Applicance) and get no attempts to connect to our SMTP.

Hey there!

For SupportAssist Enterprise 4.0 TLS 1.2 must be enabled on the SMTP server otherwise it won't work.

You may find additional information in the SupportAssist Enterprise Version 4.0.5 User's Guide.

Cheers
Stefan

Hi,

same problem. I tried gmail, my internal & external but no luck. Can somebody explain what is a problem here ? 

Same problems here.  @DELL-Stefan R posted that "For SupportAssist Enterprise 4.0 TLS 1.2 must be enabled on the SMTP server otherwise it won't work."  Something else seems to be going on here.  I've opened tickets with support and they are working them but as of today are still unresolved.  I think there's clearly more going on than us just not reading the user's guide.

I have tried both the SAE Appliance (v.4.00.05.30) as well as the Windows application Version: 2.0.40.29.  We are running an F5 load balancer and connections made at the server level are enabled for TLS 1.2 at the F5 and the Exchange 2016 server.  The sending of email is also encrypted via TLS.

On the same server running the windows version of SAE, I have also run a totally sepearte app (Ivanti Protect - Patch Management application).  It too uses the same SMTP config on port 25.  It works just fine.  Sends email all day.

I ran a wireshark packet capture on the Windows server and found this error on in the packets of SAE when trying to apply the SMTP settings:
TLSv1.2 Record Layer: Alert (Level: Fatal, Description: Handshake Failure)

Hi xpkranger2,

so, you have an ongoing case with technical support? Could you please provide me the case number in a private message.

Want to see whats going on.

Cheers
Stefan

@DELL-Stefan R  PM sent.  Thanks!

Thanks man!

Here is what our specialist wrote:

---

The issue with the TLS negotiation failure is expected to be resolved in the next release of SupportAssist Enterprise. The update for the Windows/Linux version (2.0.50) is expected to be released in late March or early April; we don’t currently have an ETA on an update for the 4.x appliance. Both versions of SAE will use Dell’s SMTP servers to send email notifications if the local SMTP server is unreachable or not configured, so you’ll still receive alert emails about reported errors as long as the connectivity and case creation tests in the application are successful.

So, we need to wait for the next updates to come.

Thanks
Stefan

@DELL-Stefan R 

Any update on the next release?

It's been 6 months and still waiting to resolve this issue.

Approaching 10 months now, any update on next release?

I suspect the issue will turn out to be that contrary to the above statement about TLS 1.2, the installation document clearly states that TLS 1.0 must be enabled.  We're configured for TLS 1.2 only, so this is a no-go for us until it's resolved.

Configure SMTP server settings
About this task
If your company utilizes an SMTP server (Email server), it is recommended that you configure the SMTP server settings. Configuring the
SMTP server settings enables SupportAssist Enterprise to send email notifications.
NOTE: Transport Layer Security (TLS) version 1.0 must be enabled on the SMTP server.
NOTE: Configuring the SMTP server settings is optional.

Hi all,

Same issue here. Now a days, no one use TLS 1.0 as part of vulnerability mitigation. Pl confirm if still SMTP server must be configure to support TLS 1.0 ?

Thanks,

We have recently deployed Dell SupportAssist in our environment and we are seeing a lot of HSTS traffic? is this because of Dell SupportAssist? do SupportAssist uses HSTS traffic, kindly let me know.

Any update on this ? ANyone ?

Hi Guys, 

Am facing the same issue here. 

Installed the new version of SAE 4.0.5.1.111 but had no luck. It says invalid hostname/ip address or port.

The telnet works fine to the exchange server from CLI on port 25 however the GUI SMTP setup fails.

I'm still having this issue on version 4.00.06.00. Same exact issue "The telnet works fine to the exchange server from CLI on port 25 however the GUI SMTP setup fails".