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Troubleshooting SAP status update problems when using KCS TC/LINK-SC7

Summary

5252

Description

  • I send FAX- or e-mail messages from SAP via KCS TC/LINK-SC7.
  • These messages are sent out correctly to the FAX or e-mail recipients but for some reason the status update of these send orders in SAP does not work.
  • Within the 'outbound send requests' list (SAP transaction code 'SOST') these send orders are not shown with a green or red symbol. Typically only a grey diamond symbol and MSG code: 718 is shown:
    Screen Shot 2018-07-25 at 10.26.36 AM.png
  • Which settings should be checked on SAP side and on KCS TC/LINK-SC7 side to get this status update working?

Solution

  • This knowledge base article covers some common configuration issues leading to the status update problem described above.
  • To find out what the exact problem is in your specific situation, some troubleshooting steps have to be performed.
  • Some of the troubleshooting steps described below require that you activate additional traces on SAP side (SAP Connect Traces and SAP Internet communication manager traces) and/or additional traces on TC/LINK-SC7 side.
  • The steps which are necessary to enable these traces are explained in a separate Knowledge base article:
    How to set up correct tracing for SAP related KCS Links (TC/LINK-SC, TC/LINK-SC7)
    Article 5259

This separate article covers the following topics:

  1. General Troubleshooting guidelines.
  2. Trace settings for TC/LINK-SC7.
  3. Some basics to operate with the SAP Client, SAP transaction codes.
  4. Checking the status for messages in SAP: SAP Transactions 'SOST/SOIN' .
  5. SAPConnect Trace.
  6. How to check the used SAP version.
  7. SAP Internet communication manager (ICM) Tracing.
  8. Additional information.

Theory of operation - how does the status update work

  • SAP uses RFC 1891/ RFC 3461 and RFC 1894/ RFC 3464 Delivery status Notifications (DSN's) for the status update in transaction 'SOST'.
  • If there is at least one 'smart host' involved in the message transfer between SAP and KCS (so the messages are not sent directly from SAP to KCS, but e.g. to a Microsoft Exchange Hub server, from where they are relayed further to KCS) it is also necessary that all relaying mail hosts, transferring the message from SAP to KCS, also support these RFC 3461/3464 notifications.
  • Additionally, TC/LINK-SC7 must be configured to support these notifications. This is enabled by default with the registry setting shown below.
    Double-check this setting if you have problems with the Notification updates:
         HKLM\SOFTWARE\TOPCALL\<TCLINKSC7Instance>\TCLSM\MimeNotifFormat=3
    where <TCLINKSC7Instance> is the name of the TC/LINK-SC7 instance, typically TCLINKSC7.
    If TC/LINK-SC7 is installed on a Windows 64 Bit operating system like Windows 2008 R2 you will find the registry settings under
         HKLM\SOFTWARE\Wow6432Node\TOPCALL\<TCLINKSC7Instance>
  • These RFC 3461 notifications must already be requested in the outbound message sent from SAP, otherwise the Status update in transaction 'SOST' will not work. Therefore, when troubleshooting such problems, it is important to get traces that contain the original outbound message (SAP to KCS) AND the notification going back to SAP.
  • It is not sufficient that you only force Notifications on TC/LINK-SC7 side by setting registry value:
         HKLM\SOFTWARE\TOPCALL\<TCLINKSC7Instance>\TOPCALL\SOForceDelNotif=1 and
         HKLM\SOFTWARE\TOPCALL\<TCLINKSC7Instance>\TOPCALL\SOForceNonDelNotif=1

Problem categories:

  • Check step by step, which of the problem categories listed below, apply in your specific situation.
  • Each category is discussed in more detail in the chapters below:
    1. The notifications are not even requested in the outbound message.
      1. Relaying mail server (Exchange, Lotus Notes) does not support DSNs.
      2. The notification was not requested in the transmission options of the entered recipient.
      3. SAP is not configured to support ESMTP.
      4. Notification request are not configured in SAPConnect.
    2. The notification is requested but due to a wrong originator address the notification is routed to a different mail server.
    3. The notification is requested and returned to SAP but SAP does not process the notification.
      1. The format of the Notification returned by KCS to SAP is wrong.
      2. SAP cannot process the Delivery Status Notification due to an inactive SCIF service.
      3. SAP cannot process the Delivery Status Notification due to wrong SMTP Listener definition
      4. Other problem.
  1. The notifications are not even requested in the outbound message.
  • First of all enable the TCPDebug Trace on TC/LINK-SC7 and get the trace output of the original outbound message sent from SAP to KCS:
         HKLM\SOFTWARE\TOPCALL\<TCLINKSC7Instance>\TCLSM\TCPDebug=1
  • Then check the trace, if the 'RCPT TO:' line contains the NOTIFY=SUCCESS, FAILURE string.
    See below a sample trace output:

23/11:24:45.545 (14a4/1a38) TCP->MAIL FROM:<bernhard.schuetz@sap.sb.local> ENVID=ADR37000000000152
23/11:24:45.545 (14a4/1a38) TCLSM.DLL: -> CheckDomain MAIL FROM:<bernhard.schuetz@sap.sb.local> ENVID=ADR37000000000152
...
23/11:24:45.545 (14a4/1a38) TCP<-250 originator OK
23/11:24:45.545 (14a4/1a38) TCP->RCPT TO:
<FAX=+4318664555383@SC7.SB.LOCAL> NOTIFY=SUCCESS,FAILURE ORCPT=rfc822;FAX+3D+2B4318664555383@SC7.SB.LOCAL
...
23/11:24:45.545 (14a4/1a38) TCP<-250 recipient OK
23/11:24:45.545 (14a4/1a38) TCP->DATA
23/11:24:45.545 (14a4/1a38) TCP<-354 Start mail input, end with <CRLF>.<CRLF> 23/11:24:45.545 (14a4/1a38) TCP->Date: Tue, 23 Oct 2012 11:23:38 +0200 (CET)
23/11:24:45.545 (14a4/1a38) TCP->From: Bernhard Schuetz <bernhard.schuetz@sap.sb.local> 23/11:24:45.545 (14a4/1a38) TCP->Subject: Test message SAP to FAX
23/11:24:45.545 (14a4/1a38) TCP->To: AT 18664555383 <FAX=+4318664555383@SC7.SB.LOCAL>
23/11:24:45.545 (14a4/1a38) TCP->Message-ID: <ADR37000000000152@sap7.te3domain.com>
23/11:24:45.545 (14a4/1a38) TCP->MIME-Version: 1.0
23/11:24:45.545 (14a4/1a38) TCP->Importance: Normal 23/11:24:45.545 (14a4/1a38) TCP->X-Priority: 3 (Normal)
23/11:24:45.545 (14a4/1a38) TCP->Disposition-Notification-To: Bernhard Schuetz <bernhard.schuetz@sap.sb.local
23/11:24:45.545 (14a4/1a38) TCP->Return-Receipt-To: Bernhard Schuetz <bernhard.schuetz@sap.sb.local>

  • If this is correct, additionally enable the SAP Internet communication manager tracing (ICM trace) with TraceLevel=3 on SAP side and save the trace to a local file.
  • See chapter '7. SAP Internet communication manager (ICM) Tracing (only for TC/Link-SC7)' in the linked Knowledge Base article:
    Article 5259
  • Try to locate the same SMTP communication data in the dev_icm trace:

Hint: Search for the string 'Address Offset' (there are 4 blank characters between the 2 words, it is important to enter the correct number of blanks!). The next trace lines contain the raw dump (hex dump + ASCII) of the data being transferred. A sample trace dump is shown at the end of chapter 1.1.

  1. Relaying mail server (Exchange, Lotus Notes,...) does not support DSNs
    • If the NOTIFY=SUCCESS,FAILURE is present in the dev_icm trace, but you cannot find it in the TCPDebug trace of TC/LINK-SC7, it is most likely a problem that an additional mail-server, acting as mail relaying host between SAP and TC/LINK-SC7, does not support the DSN (=Delivery status notifications) feature.
    • Check the 'SMTP' node definition in transaction 'SCOT' of the SAP system to find out the full-qualified host name and the port of the relaying mail server.
      Screen Shot 2018-07-25 at 10.45.39 AM.png
    • Then check with the customer's Admin whether DSN's are enabled on this relaying mail server.
    • An easy way to check whether DSN's are principally enabled on this mail server is by using Telnet.
      • Under Windows 2008 and 2008 R2 the Telnet client is not installed by default anymore. It can be added with the 'Add Feature' link under the 'Windows Server manager'.
      • Start the Telnet client and connect to the server and to the correct port as configured within SAP
             telnet <mailhost> <mailport>
             e.g. telnet vmsb-ex2010.sb.local 25
    • Enter the EHLO command followed by the host name of the machine from where you run Telnet (in most cases any string after the EHLO command will work.)
    • Check whether the response of the mail server contains the DSN reply. (see attached screen shot.) If the DSN response is missing it indicates that DSN's are not configured correctly on this relaying mail server.
      Screen Shot 2018-07-25 at 10.46.58 AM.png
    • On the other hand - if the dev_icm trace shows NOTIFY=NEVER or NOTIFY=FAILURE (without 'SUCCESS') or if the NOTIFY= is missing completely this is most likely caused by one of the reasons covered in chapters 1.2...1.4.
      Example Trace excerpt - dev_icm trace. This is example shows that DNS's are principally enabled (otherwise the NOTIFY would be missing completely), but no notification was requested.

[Thr 1848] ------------------------------------------------------------------------
[Thr 1848] 023F8AB8 000000 52435054 20544f3a 3c626572 6e686172 |RCPT TO:<bernhar|
[Thr 1848] 023F8AC8 000016 642e7363 68756574 7a407361 702e7362 |d.schuetz@sap.sb|
[Thr 1848] 023F8AD8 000032 2e6c6f63 616c3e20 4e4f5449 46593d4e |.local> NOTIFY=N|
[Thr 1848] 023F8AE8 000048 45564552 204f5243 50543d72 66633832 |EVER ORCPT=rfc82|
[Thr 1848] 023F8AF8 000064 323b6265 726e6861 72642e73 63687565 |2;bernhard.schue|
[Thr 1848] 023F8B08 000080 747a4073 61702e73 622e6c6f 63616c0d |tz@sap.sb.local.|
[Thr 1848] 023F8B18 000096 0a                                  |.               |
[Thr 1848] ------------------------------------------------------------------------

  1. The notification was not requested in the transmission options of the entered recipient
    • Verify if the problem also occurs when sending a test message from the SAP Office outbox.
    • There you can easily check whether the notification was requested or not:
      • Navigate to the SAP office outbox (transaction /nso02).
      • Locate the message and open it with a double-click.
      • Check the 'Status return' settings in the 'Recipient list' tab.
      • The required setting is 'Status is always confirmed'.
    • See below an example where the Notifications requests were disabled and therefore no status update was returned. This setting leads to the trace output shown in the 'dev_icm' trace shown in the previous chapter.
      Screen Shot 2018-07-25 at 12.32.39 PM.png
  2. Notification request are not configured in SAPConnect
    • Check the SAP Connect configuration and verify if Notifications are in requested general.
    • Call SAP Transaction code '/nscot' (SAP Connect Administration).
    • With SAP Version 7.02 or older select the menu option 'Settings - Confirmation of Receipt'.
    • It should be configured to the option 'SAPConnect expects receipt confirmations for Internet mail'.
    • It was also discovered that status Notifications also don't work as expected if exclusion rules are enabled, i.e. if specific mail domains are excluded from the general rule.
    • Related SAP OSS Note 1714114 - SCOT: Exceptions for status request.
      Screen Shot 2018-07-25 at 12.33.58 PM.png
    • With SAP Version 7.03 and higher the SAPConnect configuration interface has been revised completely.
    • Multiple SMTP Notes are supported and the setting 'Request Notification' can be found within the 'Status requests' tab of the 'Settings' tree-view node.
    • It should be set to the value 'If Transferred'.
      Screen Shot 2018-07-25 at 12.35.54 PM.png
  3. SAP is not configured to support ESMTP
    • Extended SMTP (ESMTP) is a prerequisite to support Delivery status notification requests (DSN's) according to RFC 3461.
    • SAP might be configured to work in 'simple' SMTP mode.
    • This can be checked with following actions:
      • Call SAP Transaction code: /nse16.
      • In the table name enter: 'SXNODES' (without apostrophes).
      • Enter the name of your node in the field 'Node name'. To get a list of possible values, click the button with the squares near the edit box.Screen Shot 2018-07-25 at 12.41.06 PM.png
        • Select your node name, typically this will by 'SMTP', and press the 'Execute' button.
        • It will show you a summary screen showing the most important parameters of the configuration table.Screen Shot 2018-07-25 at 12.44.48 PM.png
        • Set a check-mark in the leftmost column and choose then menu option: 'Table Entry - Display'.
        • Check if there's a 'X' in the field 'F ESMTP'. If it's missing there ask the SAP Administrator to change this.
        • Related SAP OSS Note: 439948.
          Screen Shot 2018-07-25 at 12.46.03 PM.png
  1. The notification is requested, but due to a wrong originator address the notification is returned to a different mail server
    • This problem can happen if the user in SAP has configured the same e-mail address as used in his major mail system (MS Exchange, Lotus Notes,...).
    • Even though the TC/LINK-SC7 is configured to return notifications directly to the SAP server (related registry values are listed below) it might happen that SAP does not process the notification internally but 'routes' it to a different mail (smart host).
           HKLM\SOFTWARE\TOPCALL\<TCLINKSC7Instance>\TCLSM\SMFixedRecipient =
           FullqualifiedNameOfSAPServer
           HKLM\SOFTWARE\TOPCALL\<TCLINKSC7Instance>\TCLSM\UseDNS=0
    • Related SAP OSS Note 564580.
    • Therefore the mail domain configured in SAP should be a different mail domain than used by your normal mail system (MS Exchange, Lotus Notes,...).
    • Check the e-mail addresses configured for the users in SAP. Call Transaction code '/nsu01' (user administration).
      • Select the user and check the configured e-mail address, the mail domain (part after @) should be different compared to the mail domain normally used by this user in MS-Exchange, Lotus Notes or any other Mail system.
        Screen Shot 2018-07-27 at 1.49.34 PM.png
    • Default domain configuration in SAPConnect.
      • The default domain configuration is used for those users who did not get an e-mail address assigned in SAP transaction: 'SU01'.
    • Call transaction code '/nscot', menu option 'Settings - Default domain'.
      Screen Shot 2018-07-27 at 1.50.10 PM.png
      • The Domain Name configured here must also match the SAPDomain configured within the TC/LINK-SC7 registry value:
              HKLM\SOFTWARE\TOPCALL\<TCLINKSC7Instance>\SAP\SAPDomain
  2. The notification is requested and returned to SAP, but SAP does not process the notification

There can be different reasons for why SAP does not process the notification.
Some possible problems are listed below:

  1. The format of the Notification returned by KCS to SAP is wrong
    • If TC/LINK-SC7 is configured incorrectly it can happen that the returned notifications are completely empty. This leads to the status update in 'SOST' not working at all because SAP does not interpret the received notification as Delivery Status Notification. The status of these send orders in transaction 'SOST' are shown with the grey diamond symbol.
    • Instead you will get a plain text notification into your SAP Office Inbox. The subject of this plain text notification is 'DEL:' or 'NONDEL' followed by the original subject.
    • This phenomenon will happen if TC/LINK-SC7 does not return the textual notifications covers within the notification. Check the two registry values listed below, both registry values must be set to 1:
           HKLM\SOFTWARE\TOPCALL\<TCLINKSC7Instance>\TOPCALL\DelNfTxtToMail=1
           HKLM\SOFTWARE\TOPCALL\<TCLINKSC7Instance>\TOPCALL\NonDelNfTxtToMail=1
    • Additionally check the following registry values. Both registry values should be set to 0. Normally this is no problem because the assigned default values are correct.
           HKLM\SOFTWARE\TOPCALL\<TCLINKSC7Instance>\TOPCALL\DelNfAsMessage=0
           HKLM\SOFTWARE\TOPCALL\<TCLINKSC7Instance>\TOPCALL\NonDelNfAsMessage=0
  2. SAP cannot process the Delivery Status Notification due to inactive SCIF service
    • If all previous items have been checked and the problem could not be localized, it is recommended to enable the SAP ICM trace for further troubleshooting.
    • The ICM trace is enabled within transaction '/nSMICM', the TraceLevel should be set to 3 (full dumps).
    • See separate Knowledge base Article 'How to setup correct tracing for SAP related KCS Links (TC/LINK-SC, TC/LINK-SC7)',
           Sub-chapter '7. SAP Internet communication manager (ICM) Tracing (only for TC/Link-SC7)' 
           
      Article 5259
    • Typically SAP will respond with SMTP Error: '554 Cannot process message in SAP system' after the whole Delivery status Notification is sent back to the SAP system.
    • Example of an ICM trace excerpt:

[Thr 388] Address    Offset  IcmWriteToConn:
         [Thr 388] ------------------------------------------------------------------
         ------
         [Thr 388] 000000000C503AC0  000000  35353420 43616e6e 6f742070 726f6365 |554
         Cannot proce|
         [Thr 388] 000000000C503AD0  000016  7373206d 65737361 67652069 6e205341 |ss
         message in SA|
         [Thr 388] 000000000C503AE0  000032  50205379 7374656d 0d0a              |P
         System..      |
         [Thr 388] ------------------------------------------------------------------
         ------

  • This problem can happen if the SAP SICF service, which processes the inbound- and notification requests, is deactivated.
  • Check the status of the service by calling SAP Transaction code '/nsicf'.
  • If the service appears grey within the list, it is disabled:
    Screen Shot 2018-07-27 at 1.56.31 PM.png
  • It might happen that the SCIF service is disabled automatically if the password for the service user was changed for any reason. (e.g. changed back after a system restore or changed manually within the SAP transaction: 'SU01')
    • Call up SAP Transaction '/nsicf'.
    • Double-click the Service in SICF and check within the 'Logon' tab which user is configured.
      Screen Shot 2018-07-25 at 1.54.24 PM.png
    •  call SAP Transaction '/nSU01'.
    • Set a new password for the specified user (the user is 'TCLINK' for the example above). Save the changes in the user.
    • Also check within transaction '/nSU01', whether the 'User type' (Service) and the profiles (S_A.SCON) are assigned correctly.
    • Refer to chapter '2.5.3 STEP-2: Creating a Service User for the Incoming Mail Processing (SUØ1)' of the TC/LINK-SC7 manual for more details.
    • Then navigate back to SAP transaction '/nSICF'. Set the same password there.
    • To switch to the 'Edit' mode use the 'pencil' button in the toolbar or the menu option 'SMTP Host' - 'Change'.
    • Save the changes to the service configuration by using Ctrl-S or the Floppy disk symbol in the toolbar.
    • If the password entered within the transaction 'SICF' doesn't match with the current password of the user configured in 'SU01' you will get a message box with a warning: 'Name or password is incorrect (repeat logon)' when saving the SICF configuration.
    • After changing the configuration you must activate the service again.
    • Navigate back to the 'Maintain service' window by using the 'Back' button.
    • Select the 'SAPConnect' service and choose the menu option 'Service/Host' - 'Activate'.
    • In the presented dialog press the button 'Yes' or the button 'Yes' showing additionally the Node symbol.
    • If the service can be started successfully it should be shown with black (instead of grey) coloured text
  1. SAP cannot process the Delivery Status Notification due to wrong SMTP Listener definition
    • We also had the problem that SAP did not accept the Delivery status Notification, because the SMTP listener port definition within the SAP profile was done wrong. In this specific case the port definition given in ....

is/SMTP/virt_host_0 = *:25000;

was ending with a comma character "," instead of using semicolon ";" and this caused SAP to reject the Notification with SMTP Error "554 Cannot process message in SAP system"

  1. Other problems
    • In addition to the problems discussed above there could be other reasons for why SAP cannot process a DSN status notification any more. For example, if SAP can no longer find the original outbound send order for the received Delivery status Notification report.
    • Enable the SAP Connect Trace and the ICM trace (TraceLevel=3) and save to the traces to files.
    • Refer to the linked Knowledge Base article:
           Article 5259
    • Collect all traces and verify that the traces contain the original outbound message and also the corresponding notification.
    • Check the SAP Connect Traces directly in SAP Transaction '/nSCOT'. Errors are typically marked in red as shown in the example below.
      Screen Shot 2018-07-25 at 2.18.17 PM.png
    • Report the problem to your next level of support and be sure to include all traces and the used SAP Version.
    • If the traces indicate a SAP related issue, they will suggest you to escalate the problem to SAP support and open a SAP OSS Request for this issue.

For example:

We verified the problem, shown in the traces above, with SAP support and their response was that the problem is caused by a programming error in SAP. This is described in SAP Note 1772030. The appropriate SAP Note is also attached to this article. 

In another case with missing Status update problems the customer found out, that the problem could be solved by applying the corrections as described in SAP Note 0002091148

Related SAP OSS Notes:

  • SAP OSS Notes are SAP related problems and knowledge base articles. They are accessible only for registered users.
  • Your customer typically has a support contract with SAP and therefore also access to these OSS Notes.
  • Nevertheless the most important SAP Notes, related to the problems discussed above, are attached to this Knowledge base article as PDF or MHT (older) files.

Note 0000017194 - Telefax in various SAP Releases
Note 0000439948 - Internet mail is not sent (error 837)
Note 0001236270 - End of support for SAPconnect RFC interface
Note 0001684749 - Inbound e-mails without sender are not processed
Note 0001714114 - SCOT: Exceptions for status request
Note 0000997428 - Error during status update
Note 0001496168 - Relay problem while sending mails through SAPconnect using SMTP plug-in
Note 0000564680 - Switching off status requests globally
Note 0001600840 - status is not set Note 0001601472 - E-mails are delayed, send time is in the future
Note 0001640310 - Incorrect recipient addresses when faxing via SMTP
Note 0001746572 - Error RFC_NO_AUTHORITY for inbound RFC call
Note 0000455140 - Configuration of e-mail, fax, paging or SMS using SMTP
Note 0001377265 - Status for the DSN is not set II
Note 0001772030 - Problems when setting the asynchronous status
Note 0002091148 - No status notification via fax or SMS using SMTP

Applies to:

Keywords: SAP, notif, notifcation, reactivate, inactive,missing, lost, sap-connect, ICM, SAP7, 554 transaction failed,