Skip to main content
Druva Documentation

inSync emails fail with an unexpected error

This article applies to:

  • OS: Windows and Linux
  • Product edition: inSync On-Premises

Problem description

inSync fails to send notification emails from the On-Premises server and displays the following error. The error also appears in response to a test email.

EmailFailure.png
 

Cause

Emails from inSync fail with the above error if the SMTP password configured on the inSync server contains non-Ascii characters. 

Traceback

The following traceback is generated at C:\ProgramData\Druva\inSyncCloud\logs\CPortal.log

[2017-11-28 11:10:05,589] [ERROR] Error <class 'inSyncLib.inSyncError.SyncError'>:SMTP server rejected sender. (#100000010). Traceback -Traceback (most recent call last):
  File "inSyncWWWLib\Email.pyc", line 117, in send_test_email
  File "inSyncLib\inSyncSMTP.pyc", line 118, in send_email
  File "inSyncLib\inSyncSMTP.pyc", line 216, in send_email_lock
SyncError: SMTP server rejected sender. (#100000010)
 
[2017-11-28 11:10:05,589] [INFO] Request Duration 10281 ms, Req count [2] : (POST /admin/email/send_test_email HTTP/1.1) [User:xyz@abc.com, cid:0]
[2017-11-28 11:10:20,831] [ERROR] Error <type 'exceptions.UnicodeEncodeError'>:'ascii' codec can't encode character u'\u20ac' in position 2: ordinal not in range(128). Traceback -Traceback (most recent call last):
  File "inSyncWWWLib\Email.pyc", line 102, in send_test_email
UnicodeEncodeError: 'ascii' codec can't encode character u'\u20ac' in position 2: ordinal not in range(128)

Resolution

Reset the SMTP account password with valid Ascii characters.

See also

See Configure an email account for inSync Master section for more information.