Troubleshooting incoming issues with Email Engine


Email Engine manages incoming email messages for approvals, ticket creation, and other email integrations. When you don't receive incoming emails through the Email Engine, approvals and tickets might not get processed.

To resolve issues with incoming emails, follow the guidelines described in this topic. Alternatively, create a BMC Support case.

You can also use the Email Engine Test Utility to collect diagnostics and troubleshoot incoming issues with the Email Engine. For more information see Helix Support: Solving AR System Email Incoming Issues - Illustrated Example on BMC Communities.

Best practice

We recommend that you refer to Best FAQs on AR System Email Engine issues for resolutions to the most common questions on Email Engine.


Related topics

Troubleshooting-Email-Service

Contacting Support

Issue symptoms

  • Email Engine does not create tickets.
  • The incoming email messages are not populated in the AR System Email Messages form.
  • You get an error when you try to submit a ticket through email.
  • The incoming email messages show parsing and execution errors.

See also Resolutions for common issues.

Issue scope

  • One or more users experience the symptoms.
  • One or more incoming mailboxes experience the symptoms.
  • One or more servers are affected in a Server Group environment.

Diagnosing and reporting an issue

Perform the following steps to troubleshoot incoming issues with Email Engine:

Task

Action

Steps

Reference

1.

Use the Email Engine Test utility to validate the mail server connection parameters that are set in the AR System Email Mailbox Configuration form for the incoming mailbox.

The Email Engine Test utility helps you to validate the connection between the  Email Engine and the mail server, independent of the AR SystemEmail Engine.

If the test utility fails, note the reason for the failure from the output provided by the Email Engine Test utility.

Check and update the configuration as required and then retest the connection between the  Email Engine and the mail server.

Work with your Email Administrator or Network Administrator to make sure that the connection between your Email Engine and the mail server is proper.

To check the connection to the mail server, validate the user credentials, and confirm that Email Engine can read incoming messages, see Email Engine Test utility.

2.

Review the additional parameters in the AR System Email Mailbox Configuration form, server group or failover related configurations, and Email Engine specific configurations.

Review the configuration for the incoming mailbox in the AR System Email Mailbox Configuration form.

Make sure that the incoming mailbox is enabled.


Make sure that the polling interval is set appropriately.


Check the AR System Server Group Operation Ranking form to make sure that server rankings for service failover are valid.

Check the AR System Service Failover Ranking form to make sure that service failovers are ranked correctly.

Check the AR System Service Failover Whiteboard form to make sure that the appropriate mailboxes are in active state.

Refresh the form frequently to make sure that the value of the Last Heartbeat field is getting updated as expected.


Check if the following component parameter settings are correct in the EmailDaemon.properties file:

These settings determine certain behaviors for incoming emails.

  • Exchange-Wait-Time
  • TimeMailboxPollingUnitIsMinutes
  • IncomingConnectionRecycleSize
  • IncomingMessagesQueueSize
  • RPC

To review all the properties or settings in the EmailDaemon.properties file, see Updating-the-Email-Engine-settings-by-using-the-Centralized-Configuration.

3.

Enable logs.

Enable the Email Engine log by setting com.bmc.arsys.emaildaemon.level to FINEST.

Enable API logs, Filter logs, and SQL logs on all AR System servers in the Server Group.

To enable logs on multiple servers in a Server Group, select the Server Group Logging option from the Server Group Administration Console.

4.

Reproduce the problem or wait for it to occur.

Perform the required actions to trigger the processing of an incoming email.

Either restart the Email Engine process or wait for two polling intervals.


5.

Disable logs.

Disable the Email Engine logs by setting com.bmc.arsys.emaildaemon.level to SEVERE.

Disable API logs, Filter logs, and SQL logs.

6.

Collect the logs.

Copy the log files to another location and then review them so that they do not get overwritten. The log files might be huge in size depending upon the volume.

Collect the Email Engine log including the .bak file, if it exists.

The Email Engine logs are located at:

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

Collect API logs, Filter logs, and SQL logs.


7.

Analyze the logs.

See Resolutions for 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 with detailed information when you create a case with BMC Support.
  • Attach the zip files to your case. You can attach files up to 2 GB. You can also upload the files on FTP.

Resolutions for common issues

After you determine a specific symptom or an error message, use the following table to identify the solution:

Symptom

Action

Reference

You get the following message in the Email Engine log:

Cannot connect to Mail Server

Use the Email Engine Test utility to test the connection settings.

You get the following message in the Email Engine log:

Authentication failed to the AR Server

Reset the Application Service password for the Email Engine.

You get the following message in the Email Engine log:

Authentication failed to the Mail Server

Use the Email Engine Test utility to test the login credentials.

You get the following message in the Email Engine log:

Could not connect to the MAPI Profile

Validate that the Messaging Application Programming Interface (MAPI) profile was created correctly.


You get the following message in the Email Engine log:

SEVERE: mapitransport

Check the transport setting for MAPI and make sure that the correct class for MAPI can be located.

You get the following message in the Email Engine log or on the related forms:

Service Failover not working

Review the connection with Webinar for Email Engine.

 

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