Troubleshooting incoming and outgoing email issues
You can use BMC Helix Innovation Studio to update the configured incoming and outgoing mailboxes, and templates to send email notifications, 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 incoming and outgoing email issues. The errors are captured in the arserver.log file.
The following table lists the error message, its description, and the workaround to troubleshoot the errors:
| Issue | Description |
|---|---|
| Emails are not received by the incoming mailbox. | Cause: The incoming mailbox is incorrectly configured. See To debug incoming email issues in this topic. |
| Emails are not delivered by the outgoing mailbox. | Cause: The outgoing mailbox may be incorrectly configured. See To debug email delivery failure in outgoing mailbox in this topic. |
| 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:
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:
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:
| Task | Action | Reference |
|---|---|---|
| 1 | Monitor count of failed messages in the outgoing mailbox. | To monitor message status in outgoing mailbox |
| 2 | Test the connection of the outgoing mailbox. | To test connection of outgoing mailboxes |
| 3 | Enable email engine log generation. | |
| 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:
| Task | Action | Reference |
|---|---|---|
| 1 | Enable email engine log generation. | To enable logging for email service |
| 2 | Test the connection of the 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
- Log in to BMC Helix Innovation Studio and navigate to the Administration tab.
Select 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.
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 Innovation Studio allows the base64 encoded image in the email message. Although the base64 encoded images might not be supported by all email clients.
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:
- Log in to BMC Helix Innovation Studio and navigate to the Administration tab.
- Select Email > Outgoing mailbox status.
- 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.
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