Susan, Thanks for sharing the KB article. I will use this for debugging further. I am looking at the error messages in error message log form as well and I see some additional information there. I will pursue that vein as well.
Cheers, -- Shyam ----- Original Message ----- From: Susan Palmer Newsgroups: gmane.comp.crm.arsystem.general To: arslist@ARSLIST.ORG Sent: Wednesday, September 19, 2007 7:03 PM Subject: Re: Help - No outgoing emails from Email Messages form ** Shyam, I am having problems with the email engine just stopping. This is the KB bmc sent. Hopefully it will give you some clues. It worked for me. Now I'm just waiting for the next time it stops. Susan How do you trouble shoot problems with the Email Engine? Q U E S T I O N -------------------------------------------------------------------------------- How do you trouble shoot problems with the Email Engine? Is there a log you can enable? A N S W E R -------------------------------------------------------------------------------- Note: The Email Engine Guide has a chapter on Trouble Shooting that covers this subject matter and more. The most important tool to aide in trouble shooting problems with the email engine is the emailstart.bat file. This batch file is located in the Email Engine install directory which by default is in C:\Program Files\AR System\AREmail. The batch file essentially runs the Email Engine through by-passing the AR System Email Engine service (also called the Remedy Email Engine service in 6.0+). Therefore, in order to run the emailstart.bat file, the AR System Email Engine (or Remedy Email Engine) service must be stopped. When the batch file is run, the Email Engine service will still show as stopped. It is also important to note the mail protocol you are using with the Email Engine. If you are using MAPI for either incoming or outgoing, then likely the AR System Email Engine service runs as a domain account associated with the Exchange Server mailbox you are using with the Email Engine. If this is the case, then you need to be logged in as this domain account to run the emailstart.bat file. Assuming the service starts as the Local System Account, then it does not matter how you are logged into the OS. To run emailstart, you can simply double click the batch file. You can also run it from a command prompt by typing the name (emailstart) and hitting enter. Often times its necessary to send this output from the command prompt window to support for analysis. You can get this output with a screen shot, or you can use standard out to direct the output to a file. For example: C:\Program Files\AR System\AREmail> emailstart > output.txt Optionally, if you have experience with batch files, you can edit the batch file to make the output go to a file. You can save the batch file as a different name when you do this and it will still work. The batch file does not have to be named "emailstart". Remedy Support often recommends editing the emailstart batch file and adding a parameter to it to expand the level of output it provides. This is usually done when the problem is not readily apparent by the emailstart output. Creating a debug email batch file can help resolve issues that may not show up in the email error log. To do this, edit the existing emailstart.bat batch file located by default in C:\Program Files\AR System\AREmail. Right-click on the batch file and choose Edit. Add -Dmail.debug=true after "%JavaPath%\\java" (see example below): "%JavaPath%\\java" -Dmail.debug=true -cp emaildaemon.jar;arapi51.jar;arutil51.jar;activation.jar;mail.jar;imap.jar;smtp.jar;pop3.jar;armapi51.jar com.remedy.arsys.emaildaemon.EmailDaemon Save the batch file as another name (ie: emaildebug.bat) and run it as instructed above. To stop the batch file from running, you can either press CTRL-C or simply close the command prompt window. Here is a Sample Debug Log: loaded library DEBUG: JavaMail version 1.3 DEBUG: successfully loaded file: C:\\Program Files\\Java\\j2re1.4.1_01\\lib\\javamail.providers DEBUG: URL jar: file:/C:/Program%20Files/AR%20System/AREmail/emaildaemon.jar!/META-INF/javamail.providers DEBUG: Bad provider entry: DEBUG: successfully loaded resource: jar: file:/C:/Program%20Files/AR%20System/AREmail/emaildaemon.jar!/META-INF/javamail.providers DEBUG: URL jar:file:/C:/Program%20Files/AR%20System/AREmail/imap.jar!/META-INF/javamail.providers DEBUG: JavaMail version 1.3 DEBUG: successfully loaded file: C:\\Program Files\\Java\\j2re1.4.1_01\\lib\\javamail.providers DEBUG: URL jar:file:/C:/Program%20Files/AR%20System/AREmail/emaildaemon.jar!/META-INF/javamail.providers DEBUG: Bad provider entry: DEBUG: successfully loaded resource: jar:file:/C:/Program%20Files/AR%20System/AREmail/emaildaemon.jar!/META-INF/javamail.providers DEBUG: URL jar:file:/C:/Program%20Files/AR%20System/AREmail/imap.jar!/META-INF/javamail.providers DEBUG: successfully loaded resource: jar: file:/C:/Program%20Files/AR%20System/AREmail/imap.jar!/META-INF/javamail.providers DEBUG: URL jar:file:/C:/Program%20Files/AR%20System/AREmail/smtp.jar!/META-INF/javamail.providers DEBUG: successfully loaded resource: jar:file:/C:/Program%20Files/AR%20System/AREmail/imap.jar!/META-INF/javamail.providers DEBUG: URL jar: file:/C:/Program%20Files/AR%20System/AREmail/smtp.jar!/META-Inc/ .providers DEBUG: successfully loaded resource: jar:file:/C:/Program%20Files/AR%20System/AREmail/smtp.jar!/META-Inc/ .providers DEBUG: URL jar:file:/C:/Program%20Files/AR%20System/AREmail/pop3.jar!/META-Inc/ .providers DEBUG: successfully loaded resource: jar: file:/C:/Program%20Files/AR%20System/AREmail/smtp.jar!/META-Inc/ .providers DEBUG: URL jar:file:/C:/Program%20Files/AR%20System/AREmail/pop3.jar!/META-Inc/ .providers DEBUG: successfully loaded resource: jar:file:/C:/Program%20Files/AR%20System/AREmail/pop3.jar!/META-Inc/ .providers DEBUG: successfully loaded resource: /META-Inc/ .default.providers DEBUG: Tables of loaded providers DEBUG: Providers Listed By Class Name: {com.remedy.mail.mapi.MAPITransport=javax.mail.Provider[TRANSPORT,mapitransport,com.remedy.mail.mapi.MAPITransport, [EMAIL PROTECTED], com.remedy.mail.mapi.MAPIStore=javax.mail.Provider[STORE,mapistore,com.remedy.mail.mapi.MAPIStore,[EMAIL PROTECTED], com.sun.mail.smtp.SMTPTransport=javax.mail.Provider [TRANSPORT,smtp,com.sun.mail.smtp.SMTPTransport,Sun Microsystems, Inc], com.sun.mail.imap.IMAPStore=javax.mail.Provider[STORE,imap,com.sun.mail.imap.IMAPStore,Sun Microsystems, Inc], com.sun.mail.pop3.POP3Store=javax.mail.Provider [STORE,pop3,com.sun.mail.pop3.POP3Store,Sun Microsystems, Inc]} DEBUG: Providers Listed By Protocol: {imap=javax.mail.Provider[STORE,imap,com.sun.mail.imap.IMAPStore,Sun Microsystems, Inc], mapistore=javax.mail.Provider [STORE,mapistore,com.remedy.mail.mapi.MAPIStore,[EMAIL PROTECTED], mapitransport=javax.mail.Provider[TRANSPORT,mapitransport,com.remedy.mail.mapi.MAPITransport, [EMAIL PROTECTED], pop3=javax.mail.Provider[STORE,pop3,com.sun.mail.pop3.POP3Store,Sun Microsy stems, Inc], smtp=javax.mail.Provider[TRANSPORT,smtp,com.sun.mail.smtp.SMTPTransport,Sun Microsystems, Inc]} DEBUG: successfully loaded resource: jar: file:/C:/Program%20Files/AR%20System/AREmail/pop3.jar!/META-Inc/ .providers DEBUG: successfully loaded resource: /META-Inc/ .default.providers DEBUG: Tables of loaded providers DEBUG: Providers Listed By Class Name: {com.remedy.mail.mapi.MAPITransport=javax.mail.Provider[TRANSPORT,mapitransport,com.remedy.mail.mapi.MAPITransport,[EMAIL PROTECTED], com.remedy.mail.mapi.MAPIStore=javax.mail.Provider [STORE,mapistore,com.remedy.mail.mapi.MAPIStore,[EMAIL PROTECTED], com.sun.mail.smtp.SMTPTransport=javax.mail.Provider[TRANSPORT,smtp,com.sun.mail.smtp.SMTPTransport,Sun Microsystems, Inc], com.sun.mail.imap.IMAPStore=javax.mail.Provider[STORE,imap,com.sun.mail.imap.IMAPStore,Sun Microsystems, Inc], com.sun.mail.pop3.POP3Store=javax.mail.Provider[STORE,pop3,com.sun.mail.pop3.POP3Store,Sun Microsystems, Inc]} DEBUG: Providers Listed By Protocol: {imap=javax.mail.Provider[STORE,imap,com.sun.mail.imap.IMAPStore,Sun Microsystems, Inc], mapistore=javax.mail.Provider[STORE,mapistore,com.remedy.mail.mapi.MAPIStore, [EMAIL PROTECTED], mapitransport=javax.mail.Provider[TRANSPORT,mapitransport,com.remedy.mail.mapi.MAPITransport,[EMAIL PROTECTED], pop3=javax.mail.Provider[STORE,pop3,com.sun.mail.pop3.POP3Store ,Sun Microsy stems, Inc], smtp=javax.mail.Provider[TRANSPORT,smtp,com.sun.mail.smtp.SMTPTransport,Sun Microsystems, Inc]} DEBUG: successfully loaded resource: /META-Inc/ .default.address.map DEBUG: URL jar: file:/C:/Program%20Files/AR%20System/AREmail/smtp.jar!/META-Inc/ .address.map DEBUG: successfully loaded resource: jar:file:/C:/Program%20Files/AR%20System/AREmail/smtp.jar!/META-Inc/ .address.map DEBUG: java.io.FileNotFoundException: C:\\Program Files\\Java\\j2re1.4.1_01\\lib\\ .address.map (The system cannot find the file specified) DEBUG: successfully loaded resource: /META-Inc/ .default.address.map DEBUG: URL jar:file:/C:/Program%20Files/AR%20System/AREmail/smtp.jar!/META-Inc/ .address.map DEBUG: successfully loaded resource: jar: file:/C:/Program%20Files/AR%20System/AREmail/smtp.jar!/META-Inc/ .address.map DEBUG: java.io.FileNotFoundException: C:\\Program Files\\Java\\j2re1.4.1_01\\lib\\ .address.map (The system cannot find the file specified) DEBUG: getProvider() returning javax.mail.Provider[STORE,pop3,com.sun.mail.pop3.POP3Store,Sun Microsy stems, Inc] POP3: connecting to host "stubby", port 110 S: +OK stubby.ntense.Remedy.COM POP3 server (Post.Office v3.5.3 release 223 with ZPOP version 1.0 ID# 0-0U10L2S100V35) ready Tue, 4 Feb 2003 09:42:48 -0800 C: USER blip S: +OK Password required for blip C: PASS remedy S: +OK Maildrop has 0 messages (0 octets) C: STAT S: +OK 0 0 C: QUIT S: +OK stubby.ntense.Remedy.COM POP3 server closing connection Document ID: KM-000000011522 On 9/19/07, Shyam Attavar <[EMAIL PROTECTED]> wrote: ** Dear Listers, We are in the process of upgrading to AR System 7.0.1 P2 on a Windows 2003 server. I upgraded the AR System 6.3.0 P20 to 7.0.1 Patch 2 using the installer. I also upgraded the email engine to 7.0.1 P2 I have configured the email engine identical to our current production instance (process only outgoing email). I have restarted the Email Engine and the AR Server, but the email messages are not going out of the Remedy server. I get the following error in the email message record for the failed message: Not connected java.lang.IllegalStateException: Not connected at com.sun.mail.smtp.SMTPTransport.checkConnected(SMTPTransport.java:1398) at com.sun.mail.smtp.SMTPTransport.sendMessage(SMTPTransport.java:489) at com.remedy.arsys.emaildaemon.SenderModule.sendMessage(SenderModule.java:363) at com.remedy.arsys.emaildaemon.SenderModule.doWork(SenderModule.java:212) at com.remedy.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:268) at java.lang.Thread.run(Unknown Source) The email configuration is sending emails out of our current environment without any issues. I have not looked at the KB on the support site yet. That is my next step. But I thought I would ask the list before I go to support. Is this an issue with 7.0.1 Patch 2 email engine? Anyone else has seen something similar in their environments? Any ideas/insights anyone of can share on what might be causing this - how to debug this further and what actions to take to solve this issue? Appreciate any input in helping me move forward with this issue. Thanks in advance, -- Shyam __20060125_______________________This posting was submitted with HTML in it___ __20060125_______________________This posting was submitted with HTML in it___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"