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Customer Hosted: Troubleshooting, Queue Management, and Log Extraction Guide

  • Updated

Purpose

This document is intended for email infrastructure engineers, system administrators, DevOps team members, network engineers, and others who support secure email routing using the Virtru Gateway on-premise. It serves both as a live troubleshooting guide and a knowledge base reference to help remediate incidents.

If you have an SMTP proxy in place or suspect there might be an issue with the SMTP proxy, this document will be extremely helpful. You can also follow these additional resources:

1. Verify SMTP Proxy Process & Supervisor Status

A. Check if Supervisor is Installed

which supervisorctl || apt update && apt install supervisor -y

B. Check SMTP Proxy Status

supervisorctl status smtp-proxy

C. If Needed:

supervisorctl reread
supervisorctl update
supervisorctl restart smtp-proxy

D. If Not Running:

supervisorctl start smtp-proxy

2. Inspect Mail Queue

Task Command
Find .env files find / -name "*.env"
Inspect Podman containers podman or docker ps -a + podman inspect <container-id>
Enter container podman or docker exec -it <container-id> /bin/bash

Once inside the container, use the commands below to inspect, flush or clear the mail queue.

postqueue -p
# or
mailq

Type exit to leave the mail queue.

3. Flush or Clear the Mail Queue

Flush:

postqueue -f

Delete All (use caution):

postsuper -d ALL

Delete Deferred Only:

postsuper -d ALL deferred

4. Extract and Inspect Logs

SMTP Proxy Logs:

tail -f /var/log/supervisor/smtp-proxy.out.log

Postfix Logs:

grep postfix /var/log/syslog

If Logs Aren't Present, Check Configuration:

cat /etc/supervisor/conf.d/smtp-proxy.conf

Ensure these lines are present:

stdout_logfile=/proc/self/fd/1
stderr_logfile=/proc/self/fd/2

Alternative Postfix Logging Command:

journalctl -u postfix -e

5. Check What's Listening on Port 10025

netstat -tulnp | grep 10025
# or
ss -ltnp | grep 10025

6. Inspect Config Files

Virtru Config:

cat /usr/local/smtp-proxy/smtp-proxy/config/virtru-config.json

Environment File:

cat /var/virtru/vg/env/dlp-out-*.env

Look for and verify mode, topology, organizationDomain, and encryption settings.

7. Supervisor Commands

supervisorctl status
supervisorctl restart smtp-proxy
supervisorctl restart postfix

8. Inspect SMTP Proxy Container (Docker or Podman)

A. List Running Containers:

podman ps
# or
docker ps

B. Inspect the Container:

podman inspect <container-id>
# or
docker inspect <container-id>

Look for:

  • Entrypoint: Java launch parameters
  • Environment Variables: GATEWAY_* configs
  • Volume Mounts: /usr/local/smtp-proxy/ path
  • Ports: Ensure port 10025 is mapped

C. Example Command to View Env Variables:

docker inspect <container-id> | jq '.[0].Config.Env'
podman inspect <container-id> | jq '.[0].Config.Env'

9. Optional: Test Local Delivery

echo "Test Email" | mail -s "Test Subject" recipient@example.com

Then confirm the message appears in logs or queues.

Summary

By following the outlined steps, teams can:

  • Identify common causes of deferred or undelivered messages

  • Ensure the SMTP Proxy is correctly configured and managed by Supervisor

  • Maintain visibility into log output and queue status

  • Minimize downtime and message delivery delays

Use this guide as both a rapid response tool during incidents and a baseline checklist for ongoing health checks of your secure email infrastructure.

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