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Troubleshooting startup issues


After installing , users might find that email has not been sent or received. In this situation, email that is ready to be sent, has the status set to Yes, but the status does not change to Error or Sent. The following troubleshooting sections describe some common scenarios and their possible solutions.

Important

If you are using Email Engine on Windows, do not run the Email Engine service and EmailStart.bat at the same time.

 does not work in a standalone or a server group environment

Note:

The E-Mail Engine entry in the AR System Server Group Operation Ranking form is no longer used. If this entry exists, it is ignored by .  failover is handled by the service failover operation. For more information, see Monitoring-and-managing-service-failover.

To troubleshoot this issue:

  1. Verify the Service Failover operation ranking in the AR System Server Group Operation Ranking form. See:
    1. Setting-failover-rankings-for-servers-and-operations.
    2. Monitoring-and-managing-service-failover.
  2. Verify the Service Status in the AR System Service Failover Whiteboard form. See Monitoring-service-provider-states

Restarting a Windows system where  and  are installed

The  service runs independent of the  service. You might not encounter any issues if you start the  service while the  is running. However, if you start the  service and the server is not available for some reason, then the  fails to connect with the  and generates ARERR 90.

To overcome this problem, use a load balancer that directs traffic between  services and the  group. For information about load balancer, see Monitoring-and-managing-service-failover.

 is no longer dependent on a single AR server and can connect through a load balancer.

Identifying invalid application service passwords

When viewing the BMC Remedy AR System Email Error Logs form, you might not find any errors. Further, it might seem that the email daemon is not working at all. In this situation, the most likely issue is that the BMC Remedy  is not able to communicate with the .

If you encounter ARERR 623, you might have supplied an invalid application service password during installation. The  uses the Application Service Password to communicate with . When that password is changed at the server, you must change it for  by updating the EmailDaemon.properties file. For more information, see Updating-the-Email-Engine-settings-by-using-the-Centralized-Configuration.

To identify and correct an invalid password

For Windows

  1. Start  from the command line.
  2. Open the email.log file to note the JRE version used by . For JRE version, see Navigate to BMC Solution and product availability and compatibility utility (SPAC) 
    Typically, a functioning email daemon outputs the following status information:

    Checking connection to server: <ARSystemServerName>...
    Application has started Version: <emailEngineVersionNUmber>
    Using JRE: <JREVersionNumber>
    Successfully connected
    1. If email.log is not present, these messages are displayed on the console.
    2. If the email daemon was unable to connect to , you might see the following error:

      Checking connection to server: <ARSystemServerName> ...
      ERROR (623): Authentication failed;
      Cannot connect.

      If you see this, the application service password you had created during installation is incorrect. Ensure that you use only ASCII characters in the password. Using non-ASCII characters, accented characters, or special characters from Windows-1252 encoding (for example, AB#Cdefgh1@I€j€kl#) generates an installation error.

  3. To fix the issue, run EmailStart.bat by passing the -p "applicationServicePassword" parameter.
     This updates the system with the correct password by applying the changes to the EmailDaemon.properties file.   

For UNIX, see Updating-the-Email-Engine-settings-by-using-the-Centralized-Configuration.

You can also change the application service password by editing and then running the script. If you do so, make sure to remove this parameter from the script afterwards, and restart the email daemon.

Determining if the wrong  is specified

Another common issue is that you specified the wrong  name when you installed . You can fix this issue by executing a search and replace on the contents of the EmailDaemon.properties file.

To determine if a wrong  is specified

  1. Open the EmailDaemon.properties file.
  2. Replace all references to the incorrect server name with the correct server name. Because the file uses the server name in several places, the search and replace functionality is required.
  3. Check the connection to  if you are using a specific TCP port or RPC number. Update these references as well in the EmailDaemon.propertiesfile:

    com.bmc.arsys.emaildaemon.<ARSystemServerName>.TCP=4040
    com.bmc.arsys.emaildaemon.<ARSystemServerName>.RPC=0

    Remember that the ARSystemServerName tag is the name of the server against which  is running and could be an alias like production (for example, com.bmc.arsys.emaildaemon.production.TCP=4040 ).

  4. Examine the BMC Remedy AR System Email Mailbox Configuration forms to make sure that you have configured your mailboxes correctly. Check to make sure that you have not disabled any of the mailboxes.
  5. Save your changes to the EmailDaemon.properties file.
  6. Stop and re-start .
     The console output should show that the email daemon has successfully connected to  with no errors.

 

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