Troubleshooting startup issues with Email Engine

If there are startup issues with Remedy Email Engine, your Email Engine might not start.

To resolve startup issues with Email Engine, follow the guidelines described in this topic. Alternatively, create a BMC Support case.

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 doesn't start.
Email Engine starts and then stops immediately.
On a computer that's using the Windows operating system, Email Engine doesn't start as a service. It starts by using the emailstart.bat file.

Issue scope

One or more Email Engines are affected in a Server Group.

Diagnosing and reporting an issue

Task	Action	Steps	Reference
1.	Review the email.log file to check for errors.	Access the email.log file at the following location: (Windows) <ARSystemInstallDir>\AREmail\Logs\email.log (UNIX) <ARSystemInstallDir>/AREmail/Logs/email.log Identify error messages in the email.log file, and then see Resolutions for common issues.
2.	(Windows) Review the Event Viewer Application log.	Identify error messages in the Event Viewer Application log, and then see Resolutions for common issues.
3.	Check the configuration of Email Engine.	In the EmailDaemon.properties file, make sure that: The companionservername value uniquely resolves to the host. All other server name references are the same and they resolve to this host or to your AR Server Load Balancer. The TCP port is set correctly. If you use Port Mapper, the value for the TCP port can be 0. The RPC setting corresponds to a Private Queue that exists in the AR Server configuration.	To review all the properties or settings in the EmailDaemon.properties file, see Settings in the EmailDaemon.properties file.
4.	Note any recent changes to your system, Email Engine Configuration, Server Group Rankings, or Java updates.	Identify any of the following changes that you've made, which might affect Email Engine, and then perform a test by rolling back the changes temporarily: Email Engine or AR Server Configuration changes Server Group rankings emaildaemon settings in the Centralized Configuration or in the emaildeamon.properties file. Operating system updates Antivirus Java updates
5.	Check the service failover rankings.	On the AR System Service Failover Ranking form, verify that the record identified by companionservername is correctly ranked. See step 3 in this table.
6.	Enable FINEST logging.	Set the value of com.bmc.arsys.emaildaemon.level to FINEST.	See How to enable Email Engine Logs in 9.x and later? If you're using the MAPI protocol, see How to enable debug Email Engine logging for the MAPI protocol?
7.	Restart Email Engine to reproduce the issue.	Restart your Email Engine to reproduce the issue that you're facing.	See Stopping-and-starting-the-Email-Engine.
8.	Find a solution.	Review the logs yourself to try to identify error messages or behaviors. See Resolutions for common issues.
9.	Create a BMC Support case	Collect and send logs and detailed information when you create a case with BMC Support. Provide the following information as part of your case: One or more users that experience the issue Approximate timestamp that the block was noticed If identified, provide the SQL statement and hostname of the "Blocked" and "Blocking" SQLs. Attach any materials or reports provided by your Database Administrator (DBA). 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 Steps to send logs, files, and screenshots to BMC Support for a Remedy product-related case.

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 cannot find the service start class.	Typically, no errors are observed in the email.log file because it cannot load the Java Virtual Machine (JVM). Check the Windows Event Viewer Application log.	Remedy Email Engine Error - "Could not find the service start class" starting the Email Engine as a Service but works when using the emailstart.bat batch file (Windows)
You get the following error message in the email.log file: ERROR (623): Authentication failed; Remedy Application Service	Verify or reset the password for your Remedy Application Service.	Remedy Server - "ERROR (623) Authentication failed; Remedy Application Service" in the Email Engine log trying to connect to the AR Server Remedy Email Engine - How to change/reset the Remedy Application Service password for your Email Engine?
You get a pop-up message on Windows or a command line window message on UNIX. (Windows) Services Console (UNIX) emaild.sh startup script	Verify that the environment variables and configuration files have the correct path to Java.	Remedy Server - ARS 9.x Remedy Services do not start after Java Upgrade (Windows/Linux)
Incoming or outgoing email messages stop processing.	It's possible that a thread is getting blocked from the coordinator server or on the coordinator server of the current server group. Restart the current coordinator server.	Remedy Server - Ways to find out what server is the coordinator server in KahaDB directory Remedy AR System Server - Server Group Coordinator causing non-responsiveness