Diagnosing problems with the mail server

If the email daemon is able to connect to AR System server, but the incoming emails are not logged and the 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

These issues usually occur if the mailbox is not configured correctly in the 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
  • You have connected too many times in a given period (due to a DOS attack)

Use the following procedure to diagnose the problem.


Related topics

Troubleshooting-Email-Service

Troubleshooting-common-issues-with-Email-Engine

To diagnose problems with the mail server

  1. In Email Engine, open the AR System Email Mailbox Configuration form in Search mode.
  2. Open the entries for both the incoming and outgoing mailboxes.
  3. Verify 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. Verify that the email server supports the protocol you supplied, for example, MAPI or SMTP or EWS.
  5. Verify the email server port.
  6. If you are unsure, click 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. Verify the User Name and Password. Retype them if necessary.

Windows — Fixing MAPI transport problems

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

Application has started Version: 07.00.00
Using 1.5.0_11
loaded library
8-Apr-2004 12:00:36 PM javax.mail.Session getService
SEVERE: mapitransport
javax.mail.NoSuchProviderException: mapitransport
at javax.mail.Session.getService(Session.java:760)
at javax.mail.Session.getTransport(Session.java:685)
at javax.mail.Session.getTransport(Session.java:628)
at javax.mail.Session.getTransport(Session.java:608)
at com.bmc.arsys.emaildaemon.SenderModule.openTransport
(SenderModule.java:103)at com.bmc.arsys.emaildaemon.CreatorModule.doWork
(CreatorModule.java:323)at com.bmc.arsys.emaildaemon.ThreadBase.run (ThreadBase.java:259) at java.lang.Thread.run(Thread.java:536)

You 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 then restart Email Engine.
    These settings make sure that the JavaMail system uses the class created to support MAPI for both incoming and outgoing mailboxes.

    Important

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

Email Engine behavior with PLAIN Authentication mode

Email Engine did not work with the PLAIN authentication mode.

Important

This is by design and is not an issue.

Email Engine 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 must add the following parameters to the registry for Email Engine to work:

mail.imap.auth.login.disable=false
mail.imap.auth.plain.disable=true

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

-Dmail.imap.auth.login.disable=false
-Dmail.imap.auth.plain.disable=true

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

Warning

Email Engine does not support the PLAIN authentication mode with the Internet Message Access Protocol (IMAP) protocol.

 

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