Remedy - Email Engine - "...Setting the connection to be timed out as server has closed the connection"  and Outgoing email rate is very low

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    PRODUCT:

    Remedy AR System Server


    COMPONENT:

    AR System


    APPLIES TO:

    Remedy AR System Email Engine v9.1.x and Higher



    PROBLEM:

     

      Outgoing email rate is very low for the amount of messages configured to be sent daily where it was able to process only 99 emails in 10 minutes as an example.

    Checking the E-mail Engine's log the following is observed:
    --------------
      
      ...<LoggingModule> <MBConnection.java:487>...*/ Logon failure: unknown user name or bad password.
    ...<LoggingModule> <MBConnection.java:486>...*/ Could not connect to :{E-mail Server}
    ...<LoggingModule> <MBConnection.java:487>...*/ Logon failure: unknown user name or bad password.
    ...<LoggingModule> <MBConnection.java:486>...*/ Could not connect to :{E-mail Server}
    ...<LoggingModule> <MBConnection.java:487>...*/ Logon failure: unknown user name or bad password.
    ...<LoggingModule> <MBConnection.java:486>...*/ Could not connect to :{E-mail Server}
    ...<LoggingModule> <MBConnection.java:487>...*/ Logon failure: unknown user name or bad password.
     
      --------------
    and
    --------------
    ...<LoggingModule>...*/ Connected using : {E-mail Server}
    ...<LoggingModule>...*/ Successfully Logged into outgoing mailbox {E-mail Server}
    ...<SenderModule>...*/ [Thread[Sender Module-1,5,Sender Module]]  Success.
    ...<SenderModule>...*/ [Thread[Sender Module-1,5,Sender Module]]  Connection refreshed 
    ...<SenderModule>...*/ [Thread[Sender Module-1,5,Sender Module]] *****DoWork : Sending mail - Message ID = {ID} From MailBox {Outgoing Mailbox Name}
    ...<LoggingModule> <SenderModule.java:557>...*/ Entering
    ...<SenderModule>...*/ [Thread[Sender Module-1,5,Sender Module]] Started sending Incident Message ID = {ID} From MailBox {Outgoing Mailbox Name}
    ...<LoggingModule>...*/ [Thread[Sender Module-1,5,Sender Module]] Got a connection from connection pool for mailbox Mailbox Name = {Outgoing Mailbox Name}
    ...<LoggingModule>...*/ [Thread[Sender Module-1,5,Sender Module]] Retrieved transport from connection for mailbox Mailbox Name = {Outgoing Mailbox Name}
    ...<LoggingModule>...*/ [Thread[Sender Module-1,5,Sender Module]] Sending email through Email Server: {E-mail Server} with subject : Incident ID = {ID} From MailBOx : Mailbox Name = {Outgoing Mailbox Name}
    ...<SenderModule>...*/ [Thread[Sender Module-1,5,Sender Module]] *****Sending mail - Message ID = {ID} From MailBox {Outgoing Mailbox Name}
    ...<SenderModule>...*/ [Thread[Sender Module-3,5,Sender Module]] *****Setting the connection to be timed out as server has closed the connection.
    ...<SenderModule>...*/ [Thread[Sender Module-3,5,Sender Module]] *****Putting message back in queue since it was not sent. Message ID = {ID} From MailBox {Outgoing Mailbox Name}
    ...<LoggingModule> <SenderModule.java:615>...*/ Exiting
    ...<SenderModule>...*/ [Thread[Sender Module-3,5,Sender Module]] *****Message send failed so message added again into the queue Message ID = {ID} From MailBox {Outgoing Mailbox Name}
    ...<LoggingModule>...*/ [Thread[Sender Module-3,5,Sender Module]] Sender Thread Sender Module-3 comes out of wait and has 0 messages in queue to process 
    ...<SenderModule>...*/ [Thread[Sender Module-4,5,Sender Module]] *****Setting the connection to be timed out as server has closed the connection.
    ...<SenderModule>...*/ [Thread[Sender Module-4,5,Sender Module]] *****Putting message back in queue since it was not sent. Message ID = {ID} From MailBox {Outgoing Mailbox Name}
    ...<LoggingModule> <SenderModule.java:615>...*/ Exiting
    ...<SenderModule>...*/ [Thread[Sender Module-4,5,Sender Module]] *****Message send failed so message added again into the queue Message ID = {ID} From MailBox {Outgoing Mailbox Name}
    ...<LoggingModule>...*/ [Thread[Sender Module-4,5,Sender Module]] Sender Thread Sender Module-4 comes out of wait and has 0 messages in queue to process 
    ...<SenderModule>...*/ [Thread[Sender Module-0,5,Sender Module]] *****Setting the connection to be timed out as server has closed the connection.
    ...<SenderModule>...*/ [Thread[Sender Module-0,5,Sender Module]] *****Putting message back in queue since it was not sent. Message ID = {ID} From MailBox {Outgoing Mailbox Name}
    ...<LoggingModule> <SenderModule.java:615>...*/ Exiting
    ...<SenderModule>...*/ [Thread[Sender Module-0,5,Sender Module]] *****Message send failed so message added again into the queue Message ID = {ID} From MailBox {Outgoing Mailbox Name}
    ...<LoggingModule>...*/ [Thread[Sender Module-0,5,Sender Module]] Sender Thread Sender Module-0 comes out of wait and has 0 messages in queue to process 
    ...<SenderModule>...*/ [Thread[Sender Module-1,5,Sender Module]] *****Setting the connection to be timed out as server has closed the connection.
    ...<SenderModule>...*/ [Thread[Sender Module-1,5,Sender Module]] *****Putting message back in queue since it was not sent. Message ID = {ID} From MailBox {Outgoing Mailbox Name}
    --------------
     
    Here is another example of entries in email.log that also indicate same issue on mail server throttling back the throughput of emails to the mail server:  
     
     [Thread[Sender Module-2,5,Sender Module]]  The transport object was null or a timeout has occured on this connection, refreshing the connection  
     [Thread[Sender Module-3,5,Sender Module]]  The transport object was null or a timeout has occured on this connection, refreshing the connection  
     [Thread[Sender Module-2,5,Sender Module]]  The transport object was null or a timeout has occured on this connection, refreshing the connection  
      

     


    CAUSE:

    External mail server


    SOLUTION:

    The issue was with SPAM protection mechanism on the E-mail server side.

    Here is what the Mail Admin team reported on Exchange 2016:

    The mail first goes through a “front end receive connector” then to the remedy account’s receive connector. It was found that the front end connector was throttling the emails.


    Article Number:

    000325528


    Article Type:

    Solutions to a Product Problem



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