This documentation supports the 20.02 version of BMC Helix Platform. 
To view an earlier version, select 19.11 from the Product version menu.

Troubleshooting incoming and outgoing email issues

BMC Helix Platform allows you to update the configured incoming and outgoing mailboxes, and templates to send email notifications, to trigger a rule when an email is received, and so on. For information about how to configure the incoming and outgoing mailboxes, see Configuring email profiles and templates.

This section describes issues that you might encounter while updating the incoming or outgoing mailbox and describes methods to troubleshoot the incoming and outgoing email issues. The errors are captured in the arserver.log file. Following table lists the error message, its description, and the workaround to troubleshoot the errors:

IssueDescription
Emails are not received by the incoming mailbox.

Cause: The incoming mailbox is incorrectly configured.

See Troubleshooting incoming email issues.

Emails are not delivered by the outgoing mailbox.

Cause: The outgoing mailbox may be incorrectly configured.

See Troubleshooting outgoing email issues.

Outgoing profile is not created.

Cause: While creating a process or rule by using Send Message or Send Message by Template you select the outgoing profile and the profile does not exist. The following error message is displayed:

9807 Email profile not found.

Workaround: Create an outgoing profile.

Outgoing profile is not mapped with the outgoing mailbox.

Cause: While creating a process or rule by using Send Message or Send Message by Template you select the outgoing profile and the profile is not mapped to any outgoing mailbox. The following error message is displayed:

Error 9803 No Mapping found for outgoing email profile.

Workaround: Create an outgoing profile and map the profile with the outgoing mailbox.

Base64 encoded images embedded in the email body are not displayed.

Cause: Base64 encoded images are not supported.

Workaround: Update the whitelist HTML tags to support the base64 encoded images in the email body. For more information, see To update the whitelist HTML tags to support base64 encoded images.

 To debug email delivery failure in outgoing mailbox

The following image shows the end-to-end process to debug email delivery failure in outgoing mailboxes:


The following table gives the tasks that enable you to troubleshoot outgoing mailbox issues:

TaskActionReference
1Monitor count of failed messages in the outgoing mailbox.To monitor message status in outgoing mailbox
2Test the connection of the outgoing mailbox.To test connection of outgoing mailboxes
3Enable email engine log generation.

To enable logging for email service

4

Rectify the mailbox configuration, and then retest the connection.

If further debugging is required, then analyse the email logs.

None

To debug incoming email issues 

The following image shows the process to debug incoming email issues:


The following table provides the tasks that enable you to troubleshoot incoming mailbox issues:

TaskActionReference
1Enable email engine log generation.To enable logging for email service
2Test the connection of the incoming mailbox.

To test connection of incoming mailbox

3

Rectify the mailbox configuration, and then retest the connection.

If further debugging is required, then analyze the email logs.

None

To update the whitelist HTML tags to support base64 encoded images

  1. Log in to BMC Helix Innovation Studio and navigate to the Administration tab.
  2. Select Configure My Server > Email > Email Whitelist.

    The Allowed HTML Tags, Attributes and Protocols field displays the whitelisted HTML tags along with the attributes and protocols that are allowed within the message body.

  3. In the Override/Additional HTML Tags, Attributes and Protocols field, to embed the base64 encoded image in the email message, enter the following new HTML tag: 

    img(attrib=align,alt,height,src,title,width$proto=src,http,https,cid,data)

    Note

    With this HTML tag BMC Helix Platform allows the base64 encoded image in the email message. Although the base64 encoded images might not be supported by all email clients.

  4. Click Save

To monitor message status in the outgoing mailbox 

Monitoring of message status helps you to view status wise message count for each outgoing based on success, failure, and pending status of outgoing messages. To view the status-wise (success, failure, and pending) message count of each outgoing mailbox for a specific duration such as past 1 hour, 2 hours, 4 hours, 1 day, or 1 week, perform the following steps: 

  1. Log in to BMC Helix Innovation Studio and navigate to the Administration tab.
  2. Select Configure My Server > Email > Outgoing Mailbox Status.
  3. From the Time Frame list, select the time period during which the messages were sent, as shown in the following image:

Now, you can view status-wise message count for each outgoing mailbox. If there are undelivered message in a mailbox, then you need to check its configuration and test the connection of the mailbox. 

To enable logging for email service 

The administrator can enable generation of email engine logs. Thereafter, the logs can be used to debug connection failures of the mailbox. To enable logging for email service, perform the following tasks:

  1. Log in to BMC Helix Innovation Studio and navigate to the Administration tab.
  2. Select Configure My Server > Centralized Configuration Settings > Centralized Tenant Configuration.
  3. On the Centralized Tenant Configuration page, from the Component Type list, select Email.
  4. Click Add Setting.
  5. Enter the following values and click Save.

    FieldAction
    Setting NameEnter Email-Debug-Mode.
    Setting ValueEnter 1.
    Note: 1 is for enabling the logs and 0 is for disabling logs.

    The following image shows the Add Setting pane:


Now, the logs will get generated in a tenant-specific location.

To test the connection of outgoing mailboxes

If an outgoing mailbox is unable to deliver messages, then perform the following steps to test the mailbox configuration.

  1. Log in to BMC Helix Innovation Studio and navigate to the Administration tab.
  2. Select Configure My Server > Email > Outgoing Mailbox. 
    A list of existing outgoing mailboxes is displayed.
  3. Select the check box corresponding to the mailbox that you want to test, and then click Edit.
  4. Click Test Connection.
    If the outgoing mailbox is correctly configured, then the following message is displayed:
    Successfully connected to the configured email server.
    If the host name or port number or credential is incorrect, then an appropriate error message is displayed.
  5. Based on the error message, rectify the incorrect configuration data and test the connection again.
    To investigate the root cause for the failed connection, enable logging, retest the connection, and then analyze the error logs.

To test the connection of incoming mailboxes

If an incoming mailbox is unable to receive messages, then perform the following steps to test the mailbox configuration.

  1. Log in to BMC Helix Innovation Studio and navigate to the Administration tab.
  2. Select Configure My Server > Email > Incoming Mailbox. 
    A list of existing incoming mailboxes is displayed.
  3. Select the check box corresponding to the mailbox that you want to test, and then click Edit .
  4. Click Test Connection.
    • If the incoming mailbox is correctly configured, then the following message is displayed:
      Successfully connected to the configured email server.
    • If the host name or port number or credential is incorrect, then an appropriate error message is displayed.
  5. Based on the error message, rectify the incorrect configuration and test the connection again.
    To investigate the root cause for the failed connection, enable logging, retest the connection, and then analyze the error logs.

Related topics

Configuring email profiles and templates

Configuring processes to send notifications to users


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