Troubleshooting Email Engine

While troubleshooting , complete the following tasks:

• Check the known and corrected issues in .

• Apply the latest hotfix for . To download the latest hotfix, see knowledge article 000322967.

The hotfix patch names for  start with SE (for Server Email), whereas the hotfix package names for  begin with SR (for Server). The hotfixes for  and the hotfixes for  are placed together. Make sure that you check the hotfix level of both  and . For any questions about hotfixes and applying hotfixes, read through the associated Readme file or contact BMC Support by opening a support ticket. Troubleshooting  involves many components, such as , database, workflow, network, and email server.

When an issue occurs while using , analyze the cause. To resolve the issues, see the following topics in the Troubleshooting Guide for :

• Troubleshooting-outgoing-issues-with-Email-Engine
• Troubleshooting-incoming-issues-with-Email-Engine
• Troubleshooting-performance-issues-with-Email-Engine
• Troubleshooting-common-issues-with-Email-Engine
• Troubleshooting-Email-Engine-service-failover-issues

Connect with Remedy webinars for 

You can watch the recordings of the following webinars for  on BMC Communities:

• Configuring Email Engine in a Server Group Webinar

• Troubleshooting Email Engine issues Webinar

Popular knowledge articles for 

You can read the following popular knowledge articles for  on BMC Communities:

• How can I test my Mailbox Configuration outside of the Email Engine?

• Using telnet to verify connectivity to mail servers (SMTP, POP3, IMAP4, MAPI)

• How to enable Email Engine Logs in 9.x and above versions (including DEBUG mode)

• HTM/HTML HREF tags are not working properly when a notify action is used on a custom Filter

• Email Engine does not process Emails after AR Server Restart

• ARS 9.x Remedy Services do not start after Java Upgrade (Windows/Linux)

• Does the Remedy ARS Email engine support TLS (Transport Layer Security)?

• Approval e-mail is getting rejected showing "The modify key in the incoming modify action email message is invalid. Make sure that the modify key was not modified"

• "ERROR (623) Authentication failed; Remedy Application Service" in the Email Engine log trying to connect to the AR Server

• Clarification with Email Engine 'Service Failover' configuration on ARS 9.x

Related topics

Using-Email-Engine-to-enable-email-driven-business-processes

Configuring-Email-Engine