This documentation applies to the 8.1 version of Remedy Action Request System, which is in "End of Version Support."

To view the latest version, select the version from the Product version menu.

BMC Remedy Email Engine logs

The reason you have issues sending or receiving email can depend on when the error occurs and the frequency at which it occurs. The best way to troubleshoot these issues is by creating log files and examining your console output.

To use the BMC Remedy Email Engine logs and console output

  1. Stop the BMC Remedy Email Engine, and then re-start it from the command line by using debug mode. For more information, see Creating email debug batch files.
  2. Examine the BMC Remedy AR System Email Error Logs form. The email daemon always uses the BMC Remedy AR System Email Error Logs form when logging errors and warnings. This should be the first place you look to identify an issue.
  3. Consult the console output to access more details, such as stack traces and the exact exceptions generated. The location of the console output depends on how the application is executed and on which system.
    • (Recommended) For both Windows and UNIX, when the BMC Remedy Email Engine is started from the command line, all console output is piped to the open console window.

      This is the quickest and easiest way to identify an issue because you can see where the output actually occurred and you can trace any errors.
    • When the email daemon is executed on Windows as a service, the output is located under the logs subdirectory of the BMC Remedy Email Engine installation (by default, emailEngineInstallDir\Logs).

      For more information, see Log file information.

      On UNIX, the console output is placed under the emailEngineInstallDir/logs directory, but is stored in only one file called emaild.sh_log.
  4. Make sure that console logging is turned on in the logging.properties file, located in the javaInstallDir/lib directory.
  5. Enable the console output with the following handler property:

    handlers = java.util.logging.ConsoleHandler
  6. Set the level for console logging.
    By default, the level is usually set to INFO, which locates most issues with the BMC Remedy Email Engine.

    You set this level with the following line:

    java.util.logging.ConsoleHandler.level = INFO
  7. Set the level for the entire application. Ensure that the following two lines are located in the logging.propertiesfile:

    com.bmc.arsys.emaildaemon.level = INFO
    com.bmc.arsys.emaildaemon.ARSystemHandler.level = INFO

    The first line sets the level for the entire application; the second line sets the level for logging to the BMC Remedy AR System Email Error Logs form. The level for the form logging should never be set lower than this. Otherwise, the table will fill up very quickly and use unnecessary space.

Log file information

The stdout.log and stderr.log files are located in the <emailEngineInstallDir>\Logs directory. Both of these files contain the console output, but stdout.log contains normal output, such as the startup information and possible debug output, while stderr.log contains any errors generated while the application was running.

The log files can include the following information:

  • Email transmission or instruction failures
  • BMC Remedy AR System API errors
  • Internal Email Engine errors
  • System status logs, which include information about:
    • All incoming emails (the email is included in the logging message as an attachment)
    • All outgoing emails (the email is included in the logging message as an attachment)
    • Connection status information for email servers
    • Connection status information for the BMC Remedy AR System server containing the configuration, logs, and email form
    • Date and time the Email Engine was started or stopped
    • Changes to the configuration of the Email Engine

Note

By default, log messages, errors, and warnings are logged in the BMC Remedy AR System Email Errors form.

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