This documentation supports the 9.1 version of Remedy Action Request System.

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

Logging issues with the BMC Remedy Email Engine

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/AREmail/Logs). The email.log file contains the console output. 
      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 file, located in the AREmail 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. Make sure that the following two lines are located in the file:

    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.

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