Troubleshooting Email Engine service failover issues
AR System Email Engine uses the Service Failover feature to handle high availability and to distribute the Email Engine workload across multiple servers. If Service Failover is not configured correctly, one or more mailboxes might not run.
If you are unable to resolve issues with Service Failover after following these guidelines, create a BMC Support case.
Issue symptoms
- Email Engine is not sending or receiving emails.
- Email Engine is stuck in a Suspended state.
- The wrong server is running Email Engine.
See also Resolutions for common issues.
Issue scope
- One or more users experience the problem.
- One or more mailboxes experience the problem.
- One or more servers are not running Email Engine correctly.
- In a Server Group environment, the symptoms could affect one or more servers.
Diagnosing and reporting an issue
Task | Action | Steps | Reference |
---|---|---|---|
1. | Check the AR system Service Failover Whiteboard form. |
| NA |
2. | Check the AR system Service Failover Ranking form to make sure that all your mailboxes are correctly ranked. | By using a browser client, query the AR system Service Failover Ranking form to make sure that all your mailboxes are ranked on the correct Email Engine servers. Important: All the mailboxes should be ranked. The mailbox ranking happens automatically as each Email Engine starts up for the first time.
| NA |
3. | Check the AR system Server Group Operation Ranking form to make sure that the Service Failover operation is correctly ranked. | By using a browser client, query the AR system Server Group Operation Ranking form to make sure that the Service Failover operation is correctly ranked. It must be ranked number 1 for the primary server that coordinates the mailboxes across the different Email Engine servers according to the Service Failover ranking. | NA |
4. | Restart the Email Engine servers. | Restart all Email Engine servers that are ranked number 1 for at least one mailbox, which causes the Email Engine to re-read the Service Failover information. | NA |
5. | Collect the logs. | From each server that you restarted the Email Engine on, collect the Email Engine log including the .bak log file, if it exists.
| NA |
6. | Collect Email Engine diagnostics. |
| |
7. | Analyze the logs. |
| |
8. | Create a BMC Support Case. |
| NA |
Resolutions for common issues
Symptom | Where | Action | Reference |
---|---|---|---|
You cannot connect to the mail server. | email.log | Use the Email Engine Test Utility to test connection settings. | |
Mailbox is not active. | Whiteboard form | Make sure that the Service Failover operation is ranked in the AR system Server Group Operation Ranking form and that the mailbox is ranked in the AR system Server Failover Ranking form. | NA |
Mailbox does not show up in the AR system Service Failover Ranking form. | Service Failover Ranking form |
| NA |
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