Email Engine: ARS servers cannot connect to the mail sever INBOUND MAILBOX using MAPI protocol

Version 4
    Share This:

    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    PRODUCT:

    Remedy AR System Server


    APPLIES TO:

    9.0.x and above using MAPI



    PROBLEM:

    The following errors are reported in the email logs with debug enabled

    <EML> /* Thu Oct 24 2019 16:19:58.255 */ Checking connection to server: **************
    <EML> /* Thu Oct 24 2019 16:19:58.256 */ Application has started Version: 9.0.01 201508191530
    <EML> /* Thu Oct 24 2019 16:19:58.256 */ Using RMI Port 1100
    <EML> /* Thu Oct 24 2019 16:19:58.256 */ Using JRE: 1.8.0_51
    <EML> /* Thu Oct 24 2019 16:19:59.643 */ Successfully connected at 24/10/2019 4:19:59 PM
    <EML> /* Thu Oct 24 2019 16:20:06.788 */ Email Engine asserting waiting state for provider:[com.bmc.arsys.emaildaemon://incoming/XXXX_Inbound]
    <EML> /* Thu Oct 24 2019 16:20:06.788 */ Email Engine asserting waiting state for provider:[com.bmc.arsys.emaildaemon://outgoingXXXX_Outbound]
    <EML> /* Thu Oct 24 2019 16:22:31.588 */ Received event for activating {**************, com.bmc.arsys.emaildaemon://incoming/XXXX_Inbound}
    <EML> /* Thu Oct 24 2019 16:22:31.588 */ Activating service provider: [XXXX_Inbound]
    <EML> /* Thu Oct 24 2019 16:22:31.654 */ Successfully activated service provider: [XXXX_Inbound]
    <EML> <TID: 49> <SEVERE > <LoggingModule> <MBConnection.java:486> /* Thu Oct 24 2019 16:22:32.610 */ Could not connect to :****************
    <EML> <TID: 49> <SEVERE > <LoggingModule> <MBConnection.java:487> /* Thu Oct 24 2019 16:22:32.610 */ mapistore
    <EML> <TID: 49> <SEVERE > <LoggingModule> <MBConnection.java:486> /* Thu Oct 24 2019 16:23:32.610 */ Could not connect to :****************
    <EML> <TID: 49> <SEVERE > <LoggingModule> <MBConnection.java:487> /* Thu Oct 24 2019 16:23:32.610 */ mapistore
    <EML> <TID: 49> <SEVERE > <LoggingModule> <MBConnection.java:486> /* Thu Oct 24 2019 16:24:32.610 */ Could not connect to :****************
    <EML> <TID: 49> <SEVERE > <LoggingModule> <MBConnection.java:487> /* Thu Oct 24 2019 16:24:32.610 */ mapistore
    <EML> <TID: 49> <SEVERE > <LoggingModule> <MBConnection.java:486> /* Thu Oct 24 2019 16:25:32.612 */ Could not connect to :****************
    <EML> <TID: 49> <SEVERE > <LoggingModule> <MBConnection.java:487> /* Thu Oct 24 2019 16:25:32.612 */ mapistore


    <EML> <TID: 54> <SEVERE > <EmailDaemon> /* Mon Oct 28 2019 13:59:09.182 */ Shutting down the Email Daemon ...
    <EML> <TID: 48> <INFO > <ReceiverModule> /* Mon Oct 28 2019 13:59:09.182 */ ****
    *Receiver [Thread[AGGAA5V0F18SOANYTIXDAAAFKR7068,5,Receiver Module]] Unable to open a folder so closing the connection.
    <EML> <TID: 48> <INFO > <ReceiverModule> /* Mon Oct 28 2019 13:59:09.182 */ ****
    *Receiver [Thread[AGGAA5V0F18SOANYTIXDAAAFKR7068,5,Receiver Module]] Trying to open a mailbox connection.
    <EML> <TID: 48> <SEVERE > <LoggingModule> <MBConnection.java:486> /* Mon Oct 28
    2019 13:59:09.183 */ Could not connect to :<exchange server name>
    <EML> <TID: 48> <SEVERE > <LoggingModule> <MBConnection.java:487> /* Mon Oct 28 2019 13:59:09.183 */ MAPILogonEx Failed - Unable to login to MAPI
    <EML> <TID: 48> <INFO > <ReceiverModule> /* Mon Oct 28 2019 13:59:09.183 */ ****
    *Receiver [Thread[AGGAA5V0F18SOANYTIXDAAAFKR7068,5,Receiver Module]] Attempt : 1 failed to open a store will retry after one minute.
    <EML> <TID: 48> <INFO > <ReceiverModule> /* Mon Oct 28 2019 13:59:09.682 */ ****
    *Receiver [Thread[AGGAA5V0F18SOANYTIXDAAAFKR7068,5,Receiver Module]] Unable to open a folder so closing the connection.
     


    CAUSE:

    MAPI passowrd had not been updated on the servers running email engine


    SOLUTION:


    After some configuration changes were made, the password was re-entered in the Email Engine service and  no error was reported.
    However when Email Engine starts up it throws error for invalid credentials.

    Before we re-keyed the password Email Engine had started just fine.
    Suspect old credentials were cached which allowed Email Engine to start, but the same credentials when used to connect with Outlook failed.

    Problem resolved after the MAPI password was reset.


     


    Article Number:

    000174796


    Article Type:

    Solutions to a Product Problem



      Looking for additional information?    Search BMC Support  or  Browse Knowledge Articles