Troubleshooting incoming issues with Email Engine

Remedy Email Engine handles incoming email messages for approvals, ticket creation, and other email integrations. When you don't receive incoming emails via 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 FAQ on AR System Email Engine Issuesfor resolutions to the most common questions on Email Engine.

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 via email.
The incoming email messages show parsing and execution errors.

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 your Email Engine connectivity to the mail server, independent of the AR System Email 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 Email Engine connectivity to the mail server. Work with your Email Administrator or Network Administrator to make sure that there is proper Email Engine connectivity to the mail server.	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. Note: We have introduced a new Email Test button. When you click the Email Test button, it calls the Email Engine Test utility from within the AR System Email Mailbox Configuration form. We recommend that you install and use this utility to easily test your mailboxes after you complete your change process. For more information, see the article aboutEmail Test on BMC Communities. If you are using the Messaging Application Programming Interface (MAPI) protocol, seeEmail Engine preinstallation tasks - Windows
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.	Configuring-incoming-mailboxes Configuring basic incoming mailbox properties Configuring-advanced-incoming-mailbox-properties
		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.	Setting-failover-rankings-for-servers-and-operations
		Check the AR System Service Failover Ranking form to make sure that service failovers are ranked correctly.	Service-failover Connect with Remedy - Remedy 9: Configuring Email Engine in a Server Group webinar
		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 Settings-in-the-EmailDaemon-properties-file.
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.	See Enable Email Engine logs in 9.x and later. See Managing-logs-for-server-group. If you are using the Messaging Application Programming Interface (MAPI) protocol, see How to Enable Debug Email Engine Logging for the MAPI Protocol?
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.	See Enable Email Engine logs in 9.x and later.
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 following are the locations for the Email Engine log: (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 and detailed information when you create a case with BMC Support. Run the Log Zipper utility. Attach a ZIP file to your case. You can attach a ZIP file of size up to 2 GB. You can also upload the file on FTP.	See Collecting-diagnostics-in-a-zip-file. Note: You must click Zip Logs (not Zip All Logs) to collect the log files. See How to use BMC's Managed File Transfer (MFT) to send log files to BMC Support to comply with GDPR policies?

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.	Email Engine Test utility
You get the following message in the Email Engine log: Authentication failed to the AR Server	Reset the Remedy Application Service password for the Email Engine.	Identify and correct an invalid password
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.	Email Engine Test utility
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.	Email Engine preinstallation tasks - Windows
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.	Fixing MAPI transport problems in Windows
You get the following message in the Email Engine log or on the related forms: Service Failover not working	Review the Connect with Remedy Webinar for Email Engine.	Connect with Remedy - Remedy 9: Configuring Email Engine in a Server Group webinar