Default language.

Troubleshooting Email Engine service failover issues

  uses the Service Failover feature to handle high availability and to distribute the  workload across multiple servers. If Service Failover is not configured correctly, one or more mailboxes might not run.

If you are unable to resolve issues with Service Failover after following these guidelines, create a BMC Support case.

Best Practice

We recommend that you refer to BEST FAQ on AR System Email Engine Issuesfor resolutions to the most common questions on .

Related topics

Contacting Support

Issue symptoms

  •  is not sending or receiving emails.
  •  is stuck in a Suspended state.
  • The wrong server is running .

See also Resolutions for common issues.

Issue scope

  • One or more users experience the problem.
  • One or more mailboxes experience the problem.
  • One or more servers are not running  correctly.
  • In a Server Group environment, the symptoms could affect one or more servers.

Diagnosing and reporting an issue

Task

Action

Steps

Reference

1.

Check the  Service Failover Whiteboard form.

  1. By using a browser client, query the  Service Failover Whiteboard form to make sure that all your enabled mailboxes are Active on one server.

    Service_failover_whiteboard_form.png

  2. If all your mailboxes are active, proceed to Task 3.

NA

2.

Check the  Service Failover Ranking form to make sure that all your mailboxes are correctly ranked.

By using a browser client, query the  Service Failover Ranking form to make sure that all your mailboxes are ranked on the correct  servers.

Important: All the mailboxes should be ranked. The mailbox ranking happens automatically as each  starts up for the first time.

Service_failover_ranking_form.png

NA

3. 

Check the  Server Group Operation Ranking form to make sure that the Service Failover operation is correctly ranked.

By using a browser client, query the  Server Group Operation Ranking form to make sure that the Service Failover operation is correctly ranked.

It must be ranked number 1 for the primary server that coordinates the mailboxes across the different  servers according to the Service Failover ranking.

Service_failover_operation.png

NA

4. 

Restart the  servers.

Restart all  servers that are ranked number 1 for at least one mailbox, which causes the to re-read the Service Failover information.

NA

5. 

Collect the logs.

From each server that you restarted the  on, collect the  log including the .bak log file, if it exists.

  • Windows: <ARSystem Install Dir>\AREmail\Logs\email.log
  • UNIX: <ARSystem Install Dir>/AREmail/Logs/email.log

NA

6.

Collect  diagnostics.

  1. Download and run the Email Engine Utility.
  2. Collect the testUtil.log file.

7.

Analyze the logs.

  • Review the common issues to identify possible symptoms and solutions.
  • If you cannot resolve the problem, create a BMC Support Case.


8.

Create a BMC Support Case.

  • Collect and send logs and detailed information when you create a case with BMC Support.
  • Collect and send screenshots of the Service Failover forms.
  • Attach a ZIP file, maximum size of 2 GB to your case. You can also upload the file on FTP.

NA

Resolutions for common issues

Symptom

Where

Action

Reference

You cannot connect to the mail server.

email.log

Use the  Test Utility to test connection settings.

Mailbox is not active.

Whiteboard form

Make sure that the Service Failover operation is ranked in the  Server Group Operation Ranking form and that the mailbox is ranked in the  Server Failover Ranking form.

NA

Mailbox does not show up in the  Service Failover Ranking form.

Service Failover Ranking form

  1. From the  installation directory, edit the emaildaemon.properties file, and make sure that the following lines are included correctly:

  2. Restart the  server.

NA


 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*