Remedy - Email Engine - ARS 9.x Error: "Email Engine asserting waiting state for provider" and does not process outgoing emails

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    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


    COMPONENT:

    AR System


    APPLIES TO:

    BMC Remedy AR System Email Engine 9.x



    PROBLEM:

    The Email Engine is not sending e-mails and the log shows the following message:
    ................
    ...*/ Email Engine asserting waiting state for provider:[com.bmc.arsys.emaildaemon://outgoing/{Mailbox_Name}]
    ...*/ Email Engine asserting waiting state for provider:[com.bmc.arsys.emaildaemon://incoming/{Mailbox_Name}]
    ...*/ Email Engine asserting waiting state for provider:[com.bmc.arsys.emaildaemon://outgoing/{Mailbox_Name}]
    ...*/ Email Engine asserting waiting state for provider:[com.bmc.arsys.emaildaemon://outgoing/{Mailbox_Name}]
    ...*/ Email Engine asserting waiting state for provider:[com.bmc.arsys.emaildaemon://outgoing/{Mailbox_Name}]
    ...*/ Email Engine asserting waiting state for provider:[com.bmc.arsys.emaildaemon://outgoing/{Mailbox_Name}]
    ...*/ Email Engine asserting waiting state for provider:[com.bmc.arsys.emaildaemon://incoming/{Mailbox_Name}]
    ...*/ Email Engine asserting waiting state for provider:[com.bmc.arsys.emaildaemon://outgoing/{Mailbox_Name}]
    ...*/ Stopped Thread Sender Module for Sender Module-3
    ...*/ thread is still alive
    ...*/ Stopped Thread Sender Module for Sender Module-2
    ...*/ thread is still alive
    ...*/ Stopped Thread Sender Module for Sender Module-1
    ...*/ thread is still alive
    ...*/ Stopped Thread Sender Module for Sender Module-0
    ...*/ thread is still alive
    ...*/ Stopped Thread Configuration Module for Email Daemon .......
    ................


    This happens because of a ranking form for email engine which is AR System Service Failover Whiteboard:

    Steps to solve the issue:
    - Verify that email engine is running on the primary email engine server.
    - Go to AR System Service Failover Whiteboard form
    - Change the status of the primary email engine from Waiting to Active

    You should not need to restart email engine for this to take affect.


    CAUSE:

    Server configuration for ARS 9.0 & above.


    SOLUTION:

     

      Below are steps for permanent solution.  
     
    Stop Email Engine service on non ranking primary EE server  
     
    Delete entries from AR System Service Failover Ranking form for non working Remedy Server for Email Engine  
     
    Restart Remedy server  
     
    Restart Email Engine  
     
    Rerank entries in  AR System Service Failover Ranking for non working server ranking it to 1  
     
    Email Engine should automatically go into 'Active' state. 

     


    Article Number:

    000105894


    Article Type:

    Solutions to a Product Problem



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