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This applies to version 11.6.x and earlier versions of of the product only.


Good Evening Footprinters! On the eve of our Ask an Expert - Email I wanted to publish an in depth guide for troubleshooting email.

 

Many thanks to Dan Santos and Wallace Roets for their contributions to this guide.

 

Footprints can allow agents and customers to submit new tickets, updates to tickets, and ticket queries via email. Most times, the communication between Footprints and the mail server is unhindered, and email messages can flow freely. For those cases where email cannot get to or from Footprints, errors will begin appearing in the system’s logging file, as well as in popup windows on the Administrator’s Web Interface.


Table of Contents

 

  1. Types of email
    1. Outbound email
    2. Incoming email
  2. First things to check
    1. Scheduled Scripts
    2. Settings
  3. Troubleshooting Outside of Footprints
    1. SMTP
    2. POP3
    3. IMAP
    4. IMAP/SSL
  4. Debugging
    1. Where to enable debugging
    2. What files are created
  5. Interpreting Debugging
    1. Landmarks to look for
  6. Types of errors
    1. Problems sending email
    2. Problems receiving email
    3. Problems processing emails
  7. Cleanup
  8. Other useful articles


Types of Email:

 

Outbound email

             

Footprints utilizes SMTP (Simple Mail Transfer Protocol) for communicating to the outside world.  SMTP is the most dominant protocol in use on the Internet for sending email messages from one email address to another. FootPrints supports outbound SMTP traffic to any mail server supporting the SMTP protocol. Examples of some major mail servers supporting SMTP:

 

  • Microsoft® Exchange
  • IBM/Lotus® Domino and Notes
  • Sendmail
  • Postfix

             

Most Mail servers will be shipped and installed in a default manner that has SMTP enabled. However, there are some Mail Servers that are designed to work best when communicating with its specific client software, over a non-standard protocol. Microsoft Exchange has its Outlook client that uses the MAPI protocol (Messaging Application Programming Interface), and IBM/Lotus Notes/Domino has the Domino client, which utilizes NotesRPC and DIIOP(Domino® Internet Inter-ORB Protocol). Footprints cannot use these are protocols.

 

SMTP email traffic is communicated to the mail server on the default TCP/IP Port 25.


Incoming email

 

Footprints supports three types of incoming email protocols, POP3 (Post Office Protocol v3), IMAP (Internet Message Access Protocol) and IMAP over SSL. 

 

  • POP3 is useful when e-mail is checked from only one computer. 
  • IMAP is the better choice when you would like to check your mail from multiple computers, at work and home, for example. IMAP has the added benefit of accessing folders on the server, allowing you to organize your e-mail, and access it from anywhere. 
  • IMAP/SSL is just link IMAP but encrypted using SSL

 

Most Mail servers will be shipped with one or all protocols enabled. Each mail server is different with its default protocol support. For some of the larger Mail systems, like Exchange, these protocols are not enabled due to interoperability with their own client software – Outlook – that knows how to communicate via MAPI. In these cases, the mail server would need to be configured to use either POP3 or IMAP, or incoming email into Footprints will not function.

 

  • POP3 email messages are transferred on TCP/IP port 110
  • IMAP email messages are transferred on TCP/IP port 143
  • IMAP/SSL email messages are transferred on TCP/IP port 993



First things to check:


Scheduled Scripts


If your email (incoming or outgoing) stops working the first place you should check is the Footprints Scheduled scripts and make sure they are running. You can run services.msc on the application server and look for the Footprints Schedule and Footprints Watch services. If they are not running, start them.


If they are stopped or if they are running and email is not processing then there might be a problem with the process. You should see the following message in your system logs:


Time: 2014/02/10 07:29:12

Type: ERROR

Script: (system)

User: admin

Workspace:IT Support (1) The FootPrints Service Core schedule service, which handles background processing (email, escalation, etc.), has been unresponsive for the last 30 minutes. This could be due to a large job being processed (for example, a database import or a large amount of email), or it could be due to a hung process.

 

Currently running (or recently aborted) FootPrints Service Core processes:

 

If the services are started then check the current process by opening the footprints\temp\FPSchedule_log.txt. The last entry in the log will tell you where the process is hung.

 

Email Settings

 

Verify with your email administrator that all email settings are correct. You can find them by going to Administration-> System-> Email. You can also verify the incoming email settings by clicking Incoming Email Settings on that same page.



Troubleshooting outside of Footprints:


You should then troubleshoot email problems outside of Footprints. Running these tests will tell you where to focus your efforts. If the test passes then the problem is with Footprints but if it fails then you need to work with your email administrator to resolve the problem. Run one of the following depending on what function is not working:


Basic Connection testing

 

--> Indicates output form the system

<-- Indicates input from the user/person testing

< > Indicates user input, like IP or username

 

How to verify SMTP connection using telnet

 

<-- Telnet <IP address the server> 25

--> 220 computername.domain.com SMTP Server ready

<-- HELO Footprints

--> 250 OK

<-- MAIL FROM: footprints_email@domain.com

-->250 2.1.0 Sender OK
<--RCPT TO: youremail@domain.com
-->250 2.1.5 Recipient OK
<--DATA
-->354 Start mail input; end with <CRLF>.<CRLF>
<--Subject: Test
<--This is a test
<-- .

-->250 2.6.0 <a5c58820-b1b4@domain.com> [InternalId=4335833] Queued mail for delivery

<-- QUIT

--> 221 Closing Port / Mail queued for delivery

 

How to verify POP3 connection using telnet

 

<-- Telnet <IP address the server> 110

--> +OK Microsoft Exchange 2000 POP3 server version 6.0.4408.0 (server_name.domain.com) ready.

<-- USER <NTDOMAIN/NTACCOUNT/Exchange_mailbox>

--> +OK

<-- PASS <Windows_NT_domain_password>

--> +OK User successfully logged on

<-- LIST

--> +OK 1 messages

--> 1 1801

--> .

<-- RETR 1

--> +OK 1801 octets

--> Return-Path: sender@example.com

--> Received: from client.example.com ([192.0.2.1])

-->        by mx1.example.com with ESMTP

-->        id <20130120203404.CCCC18555.mx1.example.com@client.example.com>

-->        for <recipient@example.com>; Tue, 20 Jan 2013 22:34:24 +0200

--> From: sender@example.com

--> Subject: Test message

--> To: recipient@example.com

--> Message-Id: <20130120203404.CCCC18555.mx1.example.com@client.example.com>

-->

--> This is a test message.

--> .

<-- QUIT

--> +OK Bye.

 

How to verify IMAP connection using telnet

 

<-- Telnet <IP address the server> 143

--> +OK Microsoft Exchange IMAP4rev1 server version x.x.x (F.Q.D.N.) ready

<-- ? LOGIN <NTDOMAIN/NTACCOUNT> <Windows_NT_domain_password>

--> +OK LOGIN completed

<-- ? LIST "" "*"

--> * LIST (\HasNoChildren) "." "INBOX"

--> ? OK List completed.

<-- ? EXAMINE INBOX

--> * FLAGS (\Answered \Flagged \Deleted \Seen \Draft)

--> * OK [PERMANENTFLAGS ()] Read-only mailbox.

--> * 1 EXISTS

--> * 1 RECENT

--> * OK [UNSEEN 1] First unseen.

--> * OK [UIDVALIDITY 1257842737] UIDs valid

--> * OK [UIDNEXT 2] Predicted next UID

--> ? OK [READ-ONLY] Select completed.

<-- ? FETCH 1 BODY[]

--> * 1 FETCH (BODY[] {405}

--> Return-Path: sender@example.com

--> Received: from client.example.com ([192.0.2.1])

-->        by mx1.example.com with ESMTP

-->        id <20130120203404.CCCC18555.mx1.example.com@client.example.com>

-->        for <recipient@example.com>; Tue, 20 Jan 2013 22:34:24 +0200

--> From: sender@example.com

--> Subject: Test message

--> To: recipient@example.com

--> Message-Id: <20130120203404.CCCC18555.mx1.example.com@client.example.com>

-->

--> This is a test message.

--> )

--> ? OK Fetch completed.

<-- ? LOGOUT

--> * BYE Logging out

--> ? OK Logout completed.

 

How to verify IMAP/SSL connection using telnet


You will need to download and install OpenSSL.

 

--> C:\OpenSSL-Win64\bin>openssl s_client -connect <IP address the server>:993 -quiet

<-- WARNING: can't open config file:

<-- Loading 'screen' into random state - done

<-- depth=1 C = US, O = "Domain, Inc.", OU = www.Domain.com is incorporated by

<-- verify error:num=20:unable to get local issuer certificate

<-- verify return:0

--> +OK Microsoft Exchange IMAP4rev1 server version x.x.x (F.Q.D.N.) ready

<-- ? LOGIN <NTDOMAIN/NTACCOUNT> <Windows_NT_domain_password>

--> +OK LOGIN completed

<-- ? LIST "" "*"

--> * LIST (\HasNoChildren) "." "INBOX"

--> ? OK List completed.

<-- ? EXAMINE INBOX

--> * FLAGS (\Answered \Flagged \Deleted \Seen \Draft)

--> * OK [PERMANENTFLAGS ()] Read-only mailbox.

--> * 1 EXISTS

--> * 1 RECENT

--> * OK [UNSEEN 1] First unseen.

--> * OK [UIDVALIDITY 1257842737] UIDs valid

--> * OK [UIDNEXT 2] Predicted next UID

--> ? OK [READ-ONLY] Select completed.

<-- ? FETCH 1 BODY[]

--> * 1 FETCH (BODY[] {405}

--> Return-Path: sender@example.com

--> Received: from client.example.com ([192.0.2.1])

-->        by mx1.example.com with ESMTP

-->        id <20130120203404.CCCC18555.mx1.example.com@client.example.com>

-->        for <recipient@example.com>; Tue, 20 Jan 2013 22:34:24 +0200

--> From: sender@example.com

--> Subject: Test message

--> To: recipient@example.com

--> Message-Id: <20130120203404.CCCC18555.mx1.example.com@client.example.com>

-->

--> This is a test message.

--> )

--> ? OK Fetch completed.

<-- ? LOGOUT

--> * BYE Logging out

--> ? OK Logout completed.

--> BYE Connection closed. 14

-->read:errno=0

 

 

Debugging:


How to enable email debugging


Myrianthe Marton wrote a great article on How to Enable and Capture Email Debugging


What files are created

 

  With email debugging enabled in Footprints, Debug Log files will be created in the Footprints\ETC\Debugging directory.  These are the log files that are created:

 

  • BackgroundMailsDebug.txt
  • IMAPMailDebug.txt
  • InMailDebug.txt
  • NTMailDebug.txt
  • POPMailDebug.txt
  • SendMailDebug.txt
  • SendMailNTDebug.txt

 

Interpreting the Debugging:

 

Footprints email debugging is written in a timeline manner, where events are recorded at the moment the application incurs the action. This is useful when trying to find out where delays may be occurring, or to see when one action starts or completes.

 

When interpreting the debug files, it is useful to know “landmarks” in the debugging, so you have a general idea where in the process something is occurring. For each of the types of debug files, here are some things to look for in each.

 

BackgroundMailsDebug.txt

“Initialized error subs.”

This is the start of a new process that will send out email as a background process.

“done sending background mails”

This indicates the sending of mail has completed.

 

IMAPMailDebug.txt

“Debugging MRgetImapMail.pl”

This indicates the start of an IMAP Mail transaction.

“trying for good imap account:”

The process is looking for mailboxes to gather email from.

“processing account:”

The process is now attempting to connect to a mailbox with the credentials in the following lines of the file.

“Logged in.”

The process could successfully gain access to a mailbox.

“message count”

The number of messages in the INBOX awaiting retrieval.

“Getting message headers for message”

The process is downloading the messages from the INBOX

“done processing account”

Mail retrieval and processing has completed.

 

InMailDebug.txt

“Debugging MRincoming.pl”

The start of processing a downloaded email.

“Original Input”

The text of the message, as it was received from the mail server

“End original Input”

End of the message

“DESC after outlook”

The message after processing out the HTML

“calling MRABlist”

We lookup the message sender in the Address Book

“getting userfields”

The process tries to determine what fields the message sender may have permission to update.

“Processing attachment”

System is determining how a file attachment should be named, and where it is to be placed

“Doing mrRegister”

This is where the processed message then gets registered into the project

“Running escalation”

Instant escalations are applied, if the issue matches any of their criteria.

“Sending mail”

Preparing the emails that are destined for the Assignee(s) to the ticket, or a confirmation message to the sender

“exiting.”

Message has been processed.

 

NTMailDebug.txt

“Debugging MRntMail.pl”

Start of POP3 Mail retrieval routine

“MRntMail.pl: Got POP info:”

POP3 Connection information has been found and the software is ready to attempt a connection.

POPserver is”

The POP3 server address as entered from the Footprints Web Interface

“POPlogin is”

The POP3 mailbox login ID.

“connected to POP server”

Connection to POP3 Server established

“command: "USER”

This shows FootPrints passing the login ID to the POP3 server

“command: "PASS”

This shows Footprints passing the password to the POP3 server

“response: "+OK User successfully logged on.”

The login was successful

“command: "LIST"”

Footprints is looking for any messages in the mailbox

“MRntMail.pl: Processing each message.”

Now all messages in the mailbox are processed.

“MRntMail.pl: End Message contents.”

A message has been successfully downloaded.

“Running MRincoming on message.”

The message is being processed into the database.

“Done MRincoming”

Processing done.

“Done processing messages. Quitting POP session.”

All messages have been processed from the mailbox.

 

PopMailDebug.txt

“Debugging MRgetPopMail.pl”

Start of POP3 Mail retrieval routine

“trying for good pop account”

Process is attempting to find the configurations for any POP3 Incoming mail

“processing account”

Found a valid account, will try to connect next

“connected to POP server”

Connection established. Authentication to follow

“Done logging in to POP server”

Connection and login to POP3 server successful

“Processing list”

Taking inventory of messages in the mailbox

“Getting headers...”

Start of Message retrieval – Retrieving message header info

“Getting message”

Start of message body retrieval

  “Running MRincoming on message”

Message retrieved Successfully. Now it needs to be processed.

“done processing account”

Finished retrieving POP3 mail

 

SendMailDebug.txt

“sub send_mail”

Start SendMail Debugging

“mailAssigneesArg”

Start of where Footprints decides who is going to be receiving email

“sub createmailandsend”

Step where the actual email message is created, and awaits sending

 

SendMailNTDebug.txt

“In sub NT_mail”

Start of SendMailNT debugging. Necessary information for sending the message is displayed here, as well as the message contents.

“connecting to server”

Connection to SMTP Server is attempted.

“server greeting”

Response from SMTP Server. Usually begins with “220” and denotes the type of Mail server it is – MS Exchange, Sendmail, postfix, etc.

“response to from command”

This is the server’s response to telling it who is trying to send the message

“response to this to address”

Server’s response to the destination address

“response to DATA command”

This is where the SMTP server begins to accept the mail message.

“response to sending data”

This is the SMTP Server’s response to the completion of uploading the mail message

“closed socket”

End of SMTP Mail communications

 

Knowing these landmarks, one can skip through a debugging file relatively easily and still know where in the process you are looking. Depending on the nature of the error, these landmarks can give a wealth of information about the error, and it’s cause.


Types of Errors:

 

  Usually, when troubleshooting email connectivity issues within Footprints, it is best to start investigations with the Footprints systemLog.txt file. This file is visible to an administrator in two ways. First, This file is visible from the Web Interface from Administration -> System -> Logs menu. Any number of days worth of the log can be displayed on-screen. Also, this information resides in a file in the FootPrints\ETC folder.  Once a connectivity issue is identified in the systemLog.txt, it is best to then look at the appropriate Email Debugging file to further the investigation.

1.PNG.png


Problems With Sending Email

 

There can be any number of issues which occur when Footprints attempts to send email out to the outside world.  Here are some of the most common errors that would appear in the System Log.

 

RELAYING DENIED

 

2013/08/23 11:26:34:::::WARNING:::::MRsendBackgroundMails.pl::::::::::Stack trace:

file:C:\FootPrints\cgi\MRsendBackgroundMails.pl, line:170, sub:main::NT_mail

file:C:\FootPrints\\cgi\SUBS\NT_mail.pl, line:379, sub:main::AUTOLOAD

file:MRlib.pl, line:857, sub:main::WriteLog

file:C:\FootPrints\\cgi\SUBS\WriteLog.pl, line:123, sub:main::AUTOLOAD

file:MRlib.pl, line:857, sub:main::printStackTrace

:::::Outgoing mail: mail server rejected address "dsantos@mailhost.net"response: "550 Relaying denied

"::::::::::TTSUTMHF_END_LOG_ENTRY_

 

 

 

What: “Relaying Denied” could be caused by the mail server not allowing un-authenticated mail traffic to pass through it, or a restriction is set on the mail server to deny SMTP access to any hosts in the deny list

 

Where: SendMailNTDebug.txt:

Search for the string “response to this to address”

This shows the mail server’s response to the denied mail address.

 

If relaying is denied due to not authenticating, a set of variables can be added to the FootPrints configuration file – MRlocalDefs - to initiate an authenticated mail transaction.

$SMTP_LOGIN = ‘loginID’;

$SMTP_PASSWORD = ‘Passw0rD’;

 

If Relaying restrictions are in place at the mail server, then the Mail server administrator must make an allowance for the FootPrints server to relay mail to the outside world. OR, have them enable an authenticated SMTP.

 

UNKNOWN USER

 

2013/06/29 14:02:19:::::WARNING:::::MRsendBackgroundMails.pl::::::::::Stack trace:

file:E:\Footprints\cgi\MRsendBackgroundMails.pl, line:179, sub:main::NT_mail

file:E:\Footprints\\cgi\SUBS\NT_mail.pl, line:379, sub:main::AUTOLOAD

file:MRlib.pl, line:857, sub:main::WriteLog

file:E:\Footprints\\cgi\SUBS\WriteLog.pl, line:123, sub:main::AUTOLOAD

file:MRlib.pl, line:857, sub:main::printStackTrace

:::::Outgoing mail: mail server rejected address " djsantos@unipress.com "response: "550 5.1.1 <djsantos@unipress.com>... User unknown

"::::::::::TTSUTMHF_END_LOG_ENTRY_

 

What: “mail server rejected address” and “User Unknown” is a common error which could have any number of causes, ranging from a simple typo to spammers sending mail into Footprints, and Footprints attempting to reply to them.

 

Where: SendMailNTDebug.txt Search for the string “response to this to address” This shows the mail server’s response to the denied mail address.

 

Look carefully at the address being used. Be absolutely certain that it is typed in properly. If the address is unrecognized it may be safe to say that it is a bogus address, and the error can be safely ignored. If this occurs, search upwards in the debug file for the first occurrence of the string “ Subject: ”. This will show the title and issue number with the offending email address. Edit the ticket, and modify the address to one that is real.

 

CANNOT CONNECT TO SMTP SERVER

 

2013/02/08 14:02:11:::::WARNING:::::MRsendBackgroundMails.pl:::::::::::::::error sending mail

Error: -3

Error info: can't connect to server: last system error: Unknown error (error number: 10060) (extended error info: A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected host has failed to respond)

 

This could be a temporary mail server problem. FootPrints will try re-sending the message in one minute.

 

Message:

=======================

From: Support@mycompany.com < Support@mycompany.com >

To: some.user@mycompany.com

Reply-to: Support@mycompany.com

Date: Tue, 8 Feb 2013 14:00 -0600

Subject: Report: Repository

Content-Type: multipart/mixed; boundary="----------=_1 ...::::::::::TTSUTMHF_END_LOG_ENTRY_

 

What: The mail server could be down, busy, or otherwise unavailable. There could also be a firewall or other device denying access.

 

Where: SendMailNTDebug.txt Search for the string “server greeting” The message from the connection attempt will be displayed here.

 

This message is usually not an issue with Footprints. It is most likely going to be an issue relating to general network connectivity, or issues with the mail server itself. In each case, though it is best to consult the debugging, as it does contain vital information.

 

Search for the string “In sub NT_mail” and look at the value in quotation marks just after “smtp is.” This will give you the server address FootPrints is trying to connect to. Ensure that this is a valid mail server address. If it is agreed that the address is correct, try using the ping command to see if the address responds to this. If no response, then contact the network administration for your organization.

 

If the address appears to be alive when tested with ping, try using telnet to test connecting to the host. Use the above telnet SMTP test to verify.

 

 

Problems with Receiving Email

 

Footprints can utilize both POP3 and IMAP for incoming email into FootPrints, so there are a number of errors that can mean the same thing, but are presented differently within the error logging. Here are some examples:

 

CANNOT CONNECT TO POP3 SERVER

 

2013/07/29 08:31:16:::::ERROR:::::MRntMail.pl::::::::::Stack trace:
file:D:\FootPrints\\CGI\MRntMail.pl, line:449, sub:main::LoginToPOPServer
file:D:\FootPrints\\CGI\MRntMail.pl, line:249, sub:main::DebugNTmail
file:D:\FootPrints\\CGI\MRntMail.pl, line:744, sub:main::AUTOLOAD
file:MRlib.pl, line:857, sub:main::WriteLog
file:D:\FootPrints\\cgi\SUBS\WriteLog.pl, line:123, sub:main::AUTOLOAD
file:MRlib.pl, line:857, sub:main::printStackTrace
:::::Error retrieving incoming mail from POP server: can't connect to POP server - exiting!
server: "10.2.127.200"
project: "3"
login: "footprints"
password: "*****"::::::::::TTSUTMHF_END_LOG_ENTRY_

 

What:    The mail server could be down, busy, or otherwise unavailable. There could also be a firewall or other device denying access.

 

Where:    PopMailDebug.txt Search for the string “Logging in to POP Server”

Or

SystemLog.txt Search for the string  “server:”

Or

NTMailDebug.txt Search for string “POPserver is”

 

The server IP address or DNS name will be listed in one of these locations.

Ensure that this is a valid mail server address. If it is agreed that the address is correct, try using the ping command to see if the address responds to this. If no response, then contact the network administration for your organization.

 

If the address appears to be alive when tested with ping, try using telnet to test connecting to the host.

CANNOT CONNECT TO POP3 SERVER – BAD ADDRESS

 

2013/08/26 04:06:23:::::ERROR:::::MRntMail.pl::::::::::Stack trace:

file:C:\FootPrints\\CGI\MRntMail.pl, line:449, sub:main::LoginToPOPServer

file:C:\FootPrints\\CGI\MRntMail.pl, line:233, sub:main::DebugNTmail

file:C:\FootPrints\\CGI\MRntMail.pl, line:744, sub:main::AUTOLOAD

file:MRlib.pl, line:857, sub:main::WriteLog

file:C:\FootPrints\\cgi\SUBS\WriteLog.pl, line:123, sub:main::AUTOLOAD

file:MRlib.pl, line:857, sub:main::printStackTrace

:::::Error retrieving incoming mail from POP server: bad POP server address: "" - exiting!

 

server: "mail.mycompany.com"

project: "5"

login: "helpdesk"

password: "*****"::::::::::TTSUTMHF_END_LOG_ENTRY_ 

             

What:    This error usually occurs when the IP address or DNS name of a mail server cannot be

resolved to a host.

 

Where:  PopMailDebug.txt search for the string “Logging in to POP Server”

            Or

            SystemLog.txt Search for the string  “server:”

            Or

            NTMailDebug.txt Search for string “POPserver is”

 

The server IP address or DNS name will be listed in one of these locations.


Ensure that this is a valid mail server address. If it is agreed that the address is correct, try using the ping command to see if the address responds to this. If no response, then contact the network administration for your organization.

 

If the address appears to be alive when tested with ping, try using telnet to test connecting to the host.

INVALID POP3 SERVER RESPONSE

 

2013/07/17 03:58:28:::::ERROR:::::MRntMail.pl::::::::::Stack trace:

file:E:\Footprints\\CGI\MRntMail.pl, line:449, sub:main::LoginToPOPServer

file:E:\Footprints\\CGI\MRntMail.pl, line:270, sub:main::DebugNTmail

file:E:\Footprints\\CGI\MRntMail.pl, line:744, sub:main::AUTOLOAD

file:MRlib.pl, line:857, sub:main::WriteLog

file:E:\Footprints\\cgi\SUBS\WriteLog.pl, line:123, sub:main::AUTOLOAD

file:MRlib.pl, line:857, sub:main::printStackTrace

:::::Error retrieving incoming mail from POP server: response: "" The server does not look like a POP server -- exiting!

 

server: "mail.mycompany.com"

project: "1"

login: "footprints"

password: "*****"::::::::::TTSUTMHF_END_LOG_ENTRY_


What:    The Address provided resolves to a live host, but the response coming from the POP3 TCP/IP Port is not a standard response.


Where:  PopMailDebug.txt Search for the string “Logging in to POP Server”

            Or

            SystemLog.txt Search for the string  “server:”

            Or

            NTMailDebug.txt Search for string “POPserver is”

 

The server IP address or DNS name will be listed in one of these locations.


Ensure that this is a valid mail server address. If it is agreed that the address is correct, try using the ping command to see if the address responds to this. If no response, then contact the network administration for your organization.

 

If the address appears to be alive when tested with ping, try using telnet to test connecting to the host.

 

CANNOT CONNECT TO IMAP SERVER

 

2013/07/17 04:01:47:::::ERROR:::::MRgetImapMail.pl::::::::::Stack trace:

file:E:\Footprints\cgi\MRgetImapMail.pl, line:190, sub:main::ProcessImapFolder

file:E:\Footprints\cgi\MRgetImapMail.pl, line:359, sub:main::AUTOLOAD

file:MRlib.pl, line:857, sub:main::Errorpage

file:E:\Footprints\\cgi\SUBS\Errorpage.pl, line:90, sub:main::__ANON__

file:(eval 75), line:25, sub:main::AUTOLOAD

file:MRlib.pl, line:857, sub:main::WriteLog

file:E:\Footprints\\cgi\SUBS\WriteLog.pl, line:123, sub:main::AUTOLOAD

file:MRlib.pl, line:857, sub:main::printStackTrace

:::::FootPrints Error: Error retrieving IMAP mail: cannot connect to IMAP server.Unable to connect to mailbox.mycompany.com: Unknown error

imap account info:

server: "mailbox.mycompany.com"

user: "footprints"

folder: ""

project: "3"::::::::::TTSUTMHF_END_LOG_ENTRY_

 

What:    This error usually occurs when the IP address or DNS name of a mail server cannot be resolved to a host.

 

Where:  ImapMailDebug.txt Search for the string “server:”

            Or

            SystemLog.txt Search for the string  “server:”

 

The server IP address or DNS name will be listed in one of these locations.


Ensure that this is a valid mail server address. If it is agreed that the address is correct, try using the ping command to see if the address responds to this. If no response, then contact the network administration for your organization.

 

If the address appears to be alive when tested with ping, try using telnet to test connecting to the host.

 

INVALID LOGIN - IMAP

 

2013/05/17 11:26:37:::::ERROR:::::MRgetImapMail.pl::::::::::Stack trace:

file:C:\FootPrints\cgi\MRgetImapMail.pl, line:190, sub:main::ProcessImapFolder

file:C:\FootPrints\cgi\MRgetImapMail.pl, line:414, sub:main::Errorpage

file:C:\FootPrints\\cgi\SUBS\Errorpage.pl, line:90, sub:main::__ANON__

file:(eval 75), line:25, sub:main::WriteLog

file:C:\FootPrints\\cgi\SUBS\WriteLog.pl, line:123, sub:main::printStackTrace

:::::FootPrints Error: Error logging in to IMAP server (using LOGIN):: 1 NO Login failure: the specified account password has expired.

 

This error usually means that you supplied an incorrect password or an incorrectly formatted user name.  Please re-check your incoming mail setup.  If it appears to be correct and the error persists, contact your mail server administrator.

 

imap account info:

server: "mail.domain.com"

user: "itsupport "

folder: ""

project: "1"::::::::::TTSUTMHF_END_LOG_ENTRY_


OR


FootPrints Service Core Error: Error logging in to IMAP server (using LOGIN):: 1 NO LOGIN failed.

 

This error usually means that you supplied an incorrect password or an incorrectly formatted user name. Please re-check your incoming mail setup. If it appears to be correct and the error persists, contact your mail server administrator.

 

imap account info:

server: "mail.domain.com"

port: 143

user: "footprints"

folder: ""

project: "99"

use SSL: True

Cannot create connection to secure IMAP server. Verify that the port number is correct and email server is set up to use SSL.


What:    The “NO Login” error can take on a number of different forms, from an expired password, as shown here, to a mis-keyed ID or password when configuring the Footprints incoming email.


Where:  ImapMailDebug.txt Search for string “created imap object.  Logging in...”


The lines that follow this string will give the IMAP server’s response to a connection attempt

 

No matter which error is being displayed, it is always best to attempt a manual connection to the IMAP service to confirm the login and password.


If this test successfully lets you into the mailbox, then you should check the configuration in the Footprints Web Interface for any typo of information.


If the test fails with some error, you should contact your Email Administration for further guidance.

 

 

INVALID LOGIN – POP3

 

2013/10/19 06:01:04:::::ERROR:::::MRgetPopMail.pl::::::::::Stack trace:

file:/u01/footprints/cgi/MRgetPopMail.pl, line:208, sub:FP::ProcessPopAccount

file:/u01/footprints/cgi/MRgetPopMail.pl, line:305, sub:FP::LoginToPOPServer

file:/u01/footprints/cgi/MRgetPopMail.pl, line:845, sub:FP::DebugPop

file:/u01/footprints/cgi/MRgetPopMail.pl, line:597, sub:FP::AUTOLOAD

file:MRlib.pl, line:681, sub:FP::WriteLog

file:/u01/footprints//cgi/SUBS/WriteLog.pl, line:138, sub:FP::AUTOLOAD

file:MRlib.pl, line:681, sub:FP::printStackTrace

:::::Error retrieving incoming mail from POP server: Server error after sending PASS command: "-ERR incorrect password or account name " -- can't continue processing this account!

 

server: "mail.mycompany.com"

          user: "operationsmanagement"

project: "21"::::::::::TTSUTMHF_END_LOG_ENTRY_


What:    The “-ERR incorrect password or account name” error can take on a number of different forms, from an expired password, to a mis-keyed ID or password when configuring the Footprints incoming email.


Where:  PopMailDebug.txt Search for the string “LoginToPOPServer: 10.”

            Or

            NTMailDebug.txt Search for string “LoginToPOPServer: 10.”


No matter which error is being displayed, it is always best to attempt a manual connection to the POP3 service to confirm the login and password.


If this test successfully lets you into the mailbox, then you should check the configuration in the Footprints Web Interface for any typo of information.


If the test fails with some error, you should contact your Email Administration for further guidance.

 

WRONG AUTHENTICATION TYPE - IMAP


Time: 2013/07/05 11:13:58

Type: ERROR

Script: MRgetImapMail.pl FootPrints Error: Error logging in to IMAP server (using LOGIN):: 1 BAD Command received in Invalid state.

imap account info:

server: "exchange.domain.com"

port: 143

user: "footprints"

folder: ""

project: "3"

use SSL: False

Cannot create connection to IMAP server. Does the server require SSL?

more

 

Stack trace:

file:F:\Footprints\cgi\MRgetImapMail.pl, line:202, sub:FP::ProcessImapFolder

file:F:\Footprints\cgi\MRgetImapMail.pl, line:469, sub:FP::Errorpage

file:F:\Footprints\\cgi\SUBS\Errorpage.pl, line:125, sub:FP::__ANON__

file:(eval 1008), line:26, sub:FP::WriteLog

file:F:\Footprints\\cgi\SUBS\WriteLog.pl, line:163, sub:FP::printStackTrace

 

What:    The “1 Bad Command received in Invalid state" mean Footprints is communicating in an unexpected way with your email server.


Where:  ImapMailDebug.txt Search for the string "created imap object.  Logging in..."


This is usually a problem with the authentication method allowed by the IMAP server. In Exchange change the Login Method in your Microsoft Exchange console by going to Server Configuration-> Client Access-> POP3 and IMAP4 tab-> IMAP4-> Authentication tab


  • Plain text logon: You need Footprints configured to use IMAP over port 143. Try restarting the Microsoft Exchange IMAP4 service.
  • Plain text authentication logon: We do not currently support this method. You will need to switch to one of the other two and restart the  Microsoft Exchange IMAP4 service.
  • Secure logon (TLS): You need Footprints configured to use IMAP/SSL over port 993. Try restarting the Microsoft Exchange IMAP4 service.


If you cannot change the exchange settings then switch the protocol you attempting to connect with Footprints. Switch type from IMAP to IMAP/SSL or IMAP/SSL to IMAP.

 

 

Problems with Email Processing

 

After FootPrints retrieves an email from a mailbox, the email must be processed to either create a new ticket, or update an existing ticket. Upon processing of the mail message, there are a number of common errors that could occur.

 

DENIED POSTMASTER/MAILER-DAEMON/DAEMON SUBMISSION

 

2013/12/13 16:05:29:::::WARNING:::::MRincoming.pl:::::::::::::::postmaster@domain.com attempted to submit an Ticket to project Direct Ship/Tolling. It was not accepted because your system is configured to reject mails from that address.  The contents of the mail have been saved for you in the file d:\FootPrints\temp\IncomingMailErr_29516131110413470.

 

For your reference, here is the beginning of the email message:

 

From: Postmaster@mycompany.com

To: "National Account Support" <nationalsupport.footprints@mycompany.com>

Date: Mon, 13 Dec 2013 16:02:00 -0600

Subject: DELIVERY FAILURE: 553 <user@domain.com>... No such user here

Content-Type: multipart/report; report-type=delivery-status; boundary="==IFJRGLKFGIR25959UHRUHIHD"

 

--==IFJRGLKFGIR25959UHRUHIHD

Content-Transfer-Encoding: base64

Content-Type: text/plain; charset=UTF-8

 

WW91ciBtZXNzYWdlDQoNCiAgU3ViamVjdDogUkdSUyBHUlAgLSBCTE9PTUlOR1RPTiBDUlNIIFNU

TiAtIEZJTFRFUiBCSU4gSVNTVUU9NjA2MyBQUk9KPTE1DQoNCndhcyBub3QgZGVsaXZlcmVkIHRv

Og0KDQogIGNoYWR3QG9mcmluYy5uZXQNCg0KYmVjYXVzZToNCg0KICA1NTMgPGNoYWR3QG9mcmlu::::::::::TTSUTMHF_END_LOG_ENTRY_

 

What: This is a very common error. This could have any number of causes, ranging from a simple mis-keying to spammers sending mail into Footprints, and Footprints attempting to reply to them.

Where: systemLog.txt Search for the string “reject mails from that address” This shows Footprints’ response to the denied mail address.

 

Footprints is programmed to always deny emails from the following email IDs:

 

  • postmaster
  • mailer-daemon
  • daemon

 

These email IDs are known to be managed by automated processes – mail servers. In terms of their interaction with FootPrints, they are “dangerous” addresses. Because automated processes manage them, they automatically respond upon receiving a message. This automated response can cause a loop of email messages to be exchanged between the Mail server – postmaster/mailer-daemon/daemon – and Footprints. Footprints is coded to never allow messages from these IDs to be registered, canceling the chance of the email loop occurring.

 

Sometimes when Footprints is given an email address, the SMTP server that Footprints communicates with may not be the server to determine if the address is valid or not. Some other SMTP server will reject the address, and return the message to the sender – Footprints.

 

Look carefully at the error in the systemLog.txt file. It usually gives vital information about the faulty address Footprints is trying to sent to. Be absolutely certain that it is typed in properly. If the address is unrecognized by you, it may be safe to say that it is a bogus address, and the error can be safely ignored.

 

FOOTPRINTS INCOMING EMAIL ADDRESS TRIED TO SUBMIT

 

2013/06/27 14:30:19:::::WARNING:::::MRincoming.pl:::::::::::::::footprints@mycompany.com attempted to submit an Issue to project Product Testing. It was not accepted because your system is configured to reject mails from that address.  The contents of the mail have been saved for you in the file E:\Footprints\temp\IncomingMailErr_19301427510511771.

 

For your reference, here is the beginning of the email message:

 

From: "Footprints" <footprints@mycompany.com>

To: <footprints@mycompany.com>

Subject: Test #3 ENTRY=12 PROJ=2

Date: Mon, 27 Jun 2013 14:27:06 -0400

Content-Type: multipart/alternative;

  boundary="----=_NextPart_000_0000_01C57B24.4B50E900"

 

This is a multi-part message in MIME format.

 

------=_NextPart_000_0000_01C57B24.4B50E900

Content-Type: text/plain;

  charset="us-ascii"

Content-Transfer-Encoding: 7bit

 

Title:      Test #3 ENTRY=12 PROJ=2

Time Zone:  USA Eastern (USA)

Date:      Wednesday, June 29, 2013

Time:        9:00 AM to 10:00 AM::::::::::TTSUTMHF_END_LOG_ENTRY_

 

What: Footprints is programmed to reject emails from email addresses configured as incoming email addresses for projects in Footprints.


Where: systemLog.txt Search for the string “reject mails from that address” This shows Footprints’ response to the denied mail address.

 

Footprints is programmed to always deny emails from email IDs configured as incoming email accounts for Footprints projects.

 

These email IDs are known to be managed by automated processes – The Footprints server. In terms of their interaction with FootPrints, they are “dangerous” addresses. Because automated processes manage them, they automatically respond upon receiving a message. This automated response can cause a loop of email messages to be exchanged between the Footprints server and itself. Footprints is coded to never allow messages from these IDs to be registered, canceling the chance of the email loop occurring.

 

Look carefully at the error in the systemLog.txt file. It usually gives vital information about the message. Sometimes, a ticket might have another project’s incoming email address as a CC: or something similar, or some person or other program is sending emails out with an email address associated with a project.

 

VACATION MESSAGE RESPONSE TO FOOTPRINTS EMAIL

 

2013/06/15 16:10:53:::::INFO:::::MRincoming.pl:::::::::::::::Vacation message detected in incoming email: Subject "Out of Office AutoReply: Spider4 GPS-error message ISSUE=813 PROJ =1"

Received: by EXCHANGE

  id <01C571EE.A93A1BC0@EXCHANGE>; Wed, 15 Jun 2013 16:10:30 -0500

Message-ID: <2DD6C7EA5B1AD311A54D0008C7BF6D5801BF023D@EXCHANGE>

From: Francis Regan <Francis.Regan@mycompany.com>

To: My Company Support <techsupport@mycompany.com>

Subject: Out of Office AutoReply: Spider4 GPS-error message ISSUE=813 PROJ

  =1

Date: Wed, 15 Jun 2013 16:10:30 -0500

MIME-Version: 1.0

Content-Type: text/plain;

  charset="iso-8859-1"

 

I will be out of the office on vacation on  Monday June 13, 2013,

returning on Monday June 27, 2013.  If you need immediate technical

support please contact techsupport@mycompany.com.  If you have a Portfolio

question please email portfolio@mycompany.com

 

Sincerely,

 

Francis Regan::::::::::TTSUTMHF_END_LOG_ENTRY_

 

What: Footprints has a feature where a project or system administrator can specify certain strings which are commonly used in vacation or out of office email messages.

 

Where: systemLog.txt Search for the string “Vacation message detected”

 

Under Administration -> System -> Email. Under the heading “Incoming Email” there is an item labeled “ ‘Vacation’ Program Filters.” This is probably enabled. Check “Configure the Vacation Email filter” and ensure that the verbiage in the configuration exists in the error message.

 

These email IDs are known to be managed by automated processes – The vacation program for intents and purposes. In terms of their interaction with FootPrints, they are “dangerous” addresses. Because automated processes manage them, they automatically respond upon receiving a message. This automated response can cause a loop of email messages to be exchanged between the Footprints server and the vacationing user’s email box. Footprints is coded to never allow vacation messages to be registered, canceling the chance of the email loop occurring.

 

 

Cleanup:

 

Once the email errors have subsided and messages are flowing again there are a few things that we need to remember to complete to cleanup our troubleshooting process.

 

  • Follow Processing Incoming Emails which resulted in Errors (inmailfile.xxx) to process any emails that were rejected.
  • Delete any debugging files that were created
    • Administration-> System-> Debug Manager-> Check the box at the bottom of the page to delete all the debugging
    • OR
    • Remove all the files in the footprints\etc\debugging directory
  • Disable any debugging that was enabled by going to Administration-> System-> Debug Manager



Other useful articles:


Here are some other great articles written in the communities that can help people troubleshoot common problems:


The Pulse: Blockers, Catchers and Filters – Email Handling in Footprints Service Core

How to edit the default 'email submission failed' message

FootPrints Service Core Append Error(2) - When updating issue via email

Incoming File Too Large for FootPrints Service Core Error

 

 

Thank you again to the team that helped make this article and a big thanks to Dan Santos for a guide on Email troubleshooting which I based most of the article on.


Don't forget to join us for Ask an Expert - Email tomorrow March 14th, 2014 at 12pm E


This document is applicable to Footprints Service Core 11.X and earlier.