Diagnosing problems with the mail server

If the email daemon is able to connect to , but incoming email is not logged and outgoing emails have not been sent, errors should be logged in the form and on the console, assuming that console logging has been enabled properly. Some error messages you might encounter with the mailbox include:

• Unknown Host Exception
• Authentication Failed Exception
• Connect Exceptions, such as Connection Refused

In these situations, the issue is usually because the mailbox has not been configured properly in the BMC Remedy AR System Email Mailbox Configuration form. The connection exception error might also occur if the email server (such as Microsoft Exchange) is too busy to handle the connection or you have connected too many times in a given time period (due to a DOS attack). Use the following procedure to check the mail server.

To diagnose problems with the mail server

1. In , open the BMC Remedy AR System Email Mailbox Configuration form in Search mode.
2. Open the entries for both the incoming and outgoing mailboxes.
3. Check the email server name. Confirm that you can ping or connect from the system by using an email client, such as Microsoft Outlook Express.
4. Confirm the email server supports the protocol you supplied, for example, MAPI or SMTP or EWS.
5. Confirm the email server port.
6. If you are unsure, click the Set Email Server Port button to force this value to be the default for that protocol. Each protocol has a different default value, unless the mail server has been configured differently. If this is the case, check the value with your email server administrator.
7. Check the User Name and Password. Retype them if necessary.

Windows — Fixing MAPI transport problems

When using  on Windows, your primary email server is Microsoft Exchange, and you have specified MAPI as the protocol to use, you might encounter the following MAPI transport error when starting the email daemon:

You typically see this issue when the Oracle JavaMail system does not know what transport setting to use for MAPI, and the library cannot locate the correct class to use for MAPI.

To fix the MAPI transport problem (Windows)

1. Locate the javamail.providers file in the lib directory of the JRE installation. This is the same location as the logging.properties file. You can create this file if necessary.

2. On the first line, verify (or add) the following text:

   
   protocol=mapistore; type=store; class=com.bmc.mail.mapi.MAPIStore; vendor=mapi@bmc.com;
   

3. On the second line, verify (or add) the following text:

   
   protocol=mapitransport; type=transport; class=com.bmc.mail.mapi.MAPITransport; vendor=mapi@bmc.com;
   

4. Stop and re-start .
    These settings make sure that the JavaMail system uses the class created to support MAPI for both incoming and outgoing mailboxes.

   Note

   The MAPI protocol for incoming and outgoing mail is disabled for 64-bit JVM.

 behavior with PLAIN Authentication mode

 did not work with the PLAIN authentication mode.

 does not support the PLAIN authentication mode; instead, it uses the LOGIN command mechanism to connect to the Microsoft Exchange Server.

Therefore, if Exchange Server uses PLAIN authentication, you need to add the following parameters to the registry for  to work:

If you start  in the debug mode, you need to add the following parameters to the Emailstart.bat (Windows) or emaild.sh (UNIX) file:

Using these parameters forces the Exchange Server and  to disable PLAIN authentication and enable the simple LOGIN command mechanism.