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Troubleshooting invalid email address issues with Email Engine

When outbound emails enter an error state or valid recipients do not receive emails, the issue is often related to invalid email handling configuration, stale cache synchronization, or incorrect access permissions.
If you are unable to resolve issues with Service Failover after following these guidelines, create a BMC Support case.

Success

Best Practice

We recommend that you refer to BEST FAQ on AR System Email Engine Issuesfor resolutions to the most common questions on Email Engine.

Issue symptoms

  • Emails are still entering an error state
  • Valid users are not receiving emails
  • Invalid email list is not consistent across pods
  • Administrator is unable to edit the invalid email form

Issue scope

  • Truncation is disabled: The Email Engine logs invalid email IDs but does not remove them from recipient lists. Emails can continue to fail if invalid email IDs are present.
  • Invalid email ID exists in the invalid list: A valid recipient might be excluded if their email ID is present in the invalid email list.
  • Multi‑pod refresh timing: Pod cache refresh has not occurred yet, so the invalid list might not appear consistent across pods.
  • Permission restrictions: Administrators might not have required permissions to edit the invalid email form.

Diagnosing and reporting an issue

TaskActionStepsReference
1.Verify invalid email truncation setting

  1. Check whether the CCS parameter Truncate_Invalid_EmailIds_From_Recipient_List is enabled for the Email Engine component.
    The following image shows the CCS parameter:
    Truncate_Invalid_EmailIds_From_Recipient_List

  2. If the parameter is disabled, invalid email IDs are logged but not removed from recipient lists, causing emails to fail.

Configuration settings S–Z.
2.Review invalid email IDs detected by the system
  1. Open the AR System Email Invalid IDs form.
  2. Verify that invalid email IDs are being captured and listed correctly.
Reducing email delivery failures by managing invalid email IDs.
3.Verify recipient exclusion behavior
  1. Open the corresponding record in the AR System Email Messages form.
  2. Check the Message Sent Info tab to confirm the actual recipients (To, CC, BCC) after invalid email IDs were removed.
AR System Email Messages form
4.Check for valid users in the invalid list
  1. Search the AR System Email Invalid IDs form for the affected email address.
  2. If the email address is valid, remove the entry and resend the email.
Reducing email delivery failures by managing invalid email IDs.
5.Verify consistency across pods
  1. Allow time for pod cache refresh to occur automatically.
  2. If required, restart the Email Engine service based on your operational guidelines.
NA
6.Verify administrator permissions

Confirm that the administrator role has permission to create, modify, and delete entries in the AR System Email Invalid IDs form.

NA
7.Collect diagnostic information
  1. Capture screenshots of the invalid email entry and related email message records.
  2. Collect Email Engine logs that show invalid email handling behavior.
NA
8.Create a BMC Support Case
  1. If the issue cannot be resolved, create a BMC Support case.
  2. Attach logs, screenshots, and details about the configuration and observed behavior.
BMC Support 

 

 

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