Troubleshooting startup issues

After installing Email Engine, you might find that emails have not been sent or received. In this situation, an 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.

Email Engine does not work in a standalone or a server group environment

Important

Email Engine 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 Service-provider-states. 

Related topics

Troubleshooting-Email-Service

Troubleshooting-common-issues-with-Email-Engine


Restarting a Windows system where AR System server and Email Engine are installed

The Email Engine service runs independent of the AR System server service. You will not encounter any issues if you start the Email Engine service while the AR System server is running. However, if you start the Email Engine service and if the server is not available, then the Email Engine fails to connect with the AR System server and generates ARERR 90.

To resolve this problem, use a load balancer that directs traffic between Email Engine services and the AR System server group. For information about load balancer, see Monitoring-and-managing-service-failover.

Important

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

Identifying invalid application service passwords

When viewing the AR System Email Error Logs form, you may 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  Email Engine is not able to communicate with the AR System server.

If you encounter ARERR 623, you might have supplied an invalid application service password during installation. The Email Engine uses the Application Service Password to communicate with AR System server. If you change that password at the server, you must also change it for the Email Engine 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

See Updating-the-Email-Engine-settings-by-using-the-Centralized-Configuration.

Important

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 AR System server is specified

Another common issue is that you may have specified a wrong AR System server name when you installed Email Engine. You can fix this issue by executing a search and then replacing the contents of the EmailDaemon.properties file.

To replace a wrong AR System server name with the correct server name

  1. Open the EmailDaemon.properties file.
  2. Replace all references to the incorrect server name with the correct server name.
    Because the server name is used in several places in the file, use the search and replace functionality.

  3. Check the connection to AR System server if you are using a specific TCP port or RPC number. Update these references in the EmailDaemon.properties file:

    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 Email Engine is running and could be an alias like production (for example, com.bmc.arsys.emaildaemon.production.TCP=4040 ).

  4. Examine the AR System Email Mailbox Configuration forms to make sure that you have configured your mailboxes correctly. Make sure that you have not disabled any of the mailboxes.
  5. Save your changes to the EmailDaemon.properties file.
  6. Stop and then restart Email Engine.
    You must get a message that the email daemon was successfully connected to AR System server with no errors.

 

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