Troubleshooting Tip: Emails getting quarantined with the error '_init_mail_info: no user'

HiralShah · ‎10-05-2023

Description

This article describes how to troubleshoot an error where emails are quarantined, showing blank in the sender email field, and debug logs show the error '_init_mail_info: no user'.

Scope

All supported FortiGate firmware.

Solution

All the emails are getting quarantined and if user is not receiving any emails check this debugs:

diag debug reset
diag debug enable
diag debug console timestamp enable
diag debug application alertmail -1

If the following error is seen, take the steps prescribed in this article:

from:notification.fortinet.net user: (null)

2023-10-04 10:22:14 _init_mail_info: no user

2023-10-04 10:22:14 mail_info:

reverse path : (null)

user name : (null)

Make sure you have username configured as below:

config alertemail setting
set username "test@example.com"
set mailto1 "test@example.com"
end

Related article:

Technical Tip: How to configure alert email settings.