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Unable to send or receive email

A common issue that users experience with the  Email Engine is that they cannot send or receive email. A straightforward way to troubleshoot this issue is to verify that you have properly configured your incoming and outgoing mailboxes.

Testing your incoming mailbox

If you were unable to test your incoming mailbox configuration successfully, verify the following conditions:

  • The Email Engine  is running.
  • The mail server is running.
  • The Status field of the mailbox is set to Enabled.
  • The email account used by the Incoming Mailbox is a valid account on the mail server (POP3 or IMAP4 or EWS), or the Exchange profile specified for this mailbox is accessible on the system the Email Engine  is running on (MAPI).

Note

By default, the Email Engine service is launched as the local system account. However, if you elected to configure a MAPI mailbox during installation, you must change the login information (in the Services control panel) for the Email Engine service from the local system account to the appropriate account.

  • The port number in the mailbox entry is the proper port number for communicating with your mail server.
  • You entered the correct password for the email account in the Incoming Mailbox Basic configuration tab (POP3 or IMAP4 or EWS).
  • The email address you chose to send the message to was the proper address for directing email to the email account (POP3 or IMAP4 or EWS) or profile (MAPI) specified in the Incoming Mailbox.

  • You waited for a period of time not less than that indicated by the Polling Interval before checking the BMC Remedy AR System Email Messages form for your message.

Note

The Email Engine might not immediately recognize changes you make to your mailbox in an effort to troubleshoot possible configuration issues. For more information, see Changing the default time interval.

Testing your outgoing mailbox

If you were unable to test your outgoing mailbox configuration successfully, verify the following conditions:

  • The Email Engine  is running.
  • The mail server is running.
  • The Status field of the mailbox is to Enabled.
  • Determine if the mail server requires authentication for messages to be sent. If your mail server requires authentication, then you must make sure that you have provided valid email account information for this mail server in the Basic Configuration tab for this mailbox (SMTP or EWS) or the name of a valid Exchange profile (MAPI).

  • The port number in the mailbox entry is the proper port number for communicating with your mail server.
  • You entered the correct password for the email account in the Outgoing Mailbox Basic configuration tab (SMTP or EWS) or you logged in to the system as the domain user account that has permission to use the Microsoft Exchange profile (MAPI).
  • You waited for a period of time not less than that indicated by the Polling Interval before checking the BMC Remedy AR System Email Messages form to see if your message was sent.

Note

The Email Engine might not immediately recognize changes you make to your mailbox in an effort to troubleshoot possible configuration issues. For more information, see Changing the default time interval.

Configuring a watcher thread for  Email Engine

You can also configure a watcher thread for Email Engine . A watcher thread monitors the outgoing email messages. 

  • Configure a watcher thread by using the com.bmc.arsys.emaildaemon.EnableWatcherThread  parameter. 
  • Configure the time interval for the watched thread by using the com.bmc.arsys.emaildaemon.WatcherThreadInterval parameter in Centralized Configuration. 

For more information, see Configuration settings C-D.


When an email message is not processed for five minutes, which is the default time interval, the watcher thread stops the Email Engine  process. On Linux, the armonitor then automatically starts the Email Engine  process. On Windows, Email Engine  restarts the Email Engine  service.

Email Engine  restart resolves issues that might occur due to a stuck thread.

Related topic

Troubleshooting common issues with Email Engine

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