1 2 Previous Next 18 Replies Latest reply: Jun 18, 2012 6:16 AM by Jay NameToUpdate RSS

Cannot send or receive email in remedy ARS 7.1

maliqi akbar

Hello guys,

 

 

I'm getting an email problem, my remedy wont send or receive any email. When i checked the logs it shows this error :

 

Connect failed

javax.mail.MessagingException: Connect failed;

  nested exception is:

          java.net.ConnectException: Connection refused

          at com.sun.mail.pop3.POP3Store.protocolConnect(POP3Store.java:148)

          at javax.mail.Service.connect(Service.java:275)

          at javax.mail.Service.connect(Service.java:156)

          at com.bmc.arsys.emaildaemon.ReceiverModule.initializeIncommingMailbox(ReceiverModule.java:1909)

          at com.bmc.arsys.emaildaemon.ReceiverModule.doWork(ReceiverModule.java:219)

          at com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:288)

 

i tried to search any solutions and found some people told that i should make sure about this points :

 

1> File Permission.

     My answer : There is no access restricted

2> Check the Email Engine Port [NETSTAT ] is not used by other process and do telnet with port no just to make sure the port is working fine.

     My answer : already did telnet to SMTP mail server and got replied, its working fine.

3> Check armonitor.conf file [etc/arsystem/hostname/] email engine start-up script is fine.    

     My answer : There is nothing change since the last time mail server worked out.

4> Check EmailDaemon.properties [/opt/app/remedy/hostname/AREmail/].

     My answer : Still not get it what should i checked. i dont think theres any change to this file since the last time it worked.

5> Check SMTP ip is pinging and 25 port is opening by telnet from your App Server.

     My answer : already tried and success

6> Check you have enough space on the application installation mount point.

     My Answer : there is no issues in space.

 

I already did every single step, but the issue is still happening until now. I'm using  ARS 7.1 and  Solaris 10 atm. Is there anyone have experience about this issues?

  • 1. Cannot send or receive email in remedy ARS 7.1
    Laurent Matheo

    It seems your problem is with the POP3 part.

  • 2. Re: Cannot send or receive email in remedy ARS 7.1
    Danila Beketov

    The log tells you that EE could connect through POP3 protocol. You should check the pop3 port on your email server using telnet.

  • 3. Cannot send or receive email in remedy ARS 7.1
    Shantanu Ballal

    What port are you using for POP3 in your mailbox configuration form?

  • 4. Cannot send or receive email in remedy ARS 7.1
    maliqi akbar

    Hi all,

     

    Thanks for the quick reply. Im using general POP3 port 110 as incoming configuration. I do telnet to those port and i think it work OK.

  • 5. Cannot send or receive email in remedy ARS 7.1
    Danila Beketov

    Check your incoming mail box configuration in AR System Email Mailbox Configuration. Be sure that you use correct parameters: Mail Server, SSL/NoSSL, port number, user account (some mail services require presence of @<service_name>.<domain> in the user account name), password.

  • 6. Cannot send or receive email in remedy ARS 7.1
    Shantanu Ballal

    Have you tried restarting email engine service?

  • 7. Cannot send or receive email in remedy ARS 7.1
    maliqi akbar

    @shantanu yes, i already tried restarting email engine service, but still have no luck.

     

    @Danila : my incoming configuration now already set into the correct one....

     

    but here is the fact, i can't do telnet to my incoming mail server port which is 110 but i can do telnet to outgoing mail port ( 25 ). now i disabled the incoming configuration. But still cannot send anymail to others.

  • 8. Cannot send or receive email in remedy ARS 7.1
    Shantanu Ballal

    Hi Maliqi,

     

    In the EmailDaemon.Properties file what is the value for "com.bmc.arsys.emaildaemon.Mailboxes" parameter? If no value is defined try giving the name of the mailobox which is configured on your server.Try using "-Dmail.debug=true" debug mode for more detailed logs. You will find information about this debug mode in email engine guide.

     

     

     

    Cheers!!

    Shantanu

  • 9. Cannot send or receive email in remedy ARS 7.1
    Danila Beketov

    What's the log now? With the incoming mailbox configuration disabled.

  • 10. Cannot send or receive email in remedy ARS 7.1
    maliqi akbar

    Hi Shantanu,

     

    i can't find those "com.bmc.arsys.emaildaemon.Mailboxes" in my EmailDaemon.Properties.

     

    And about "-Dmail.debug=true" where i can find the debug result in UNIX?

     

    here is value inside my EmailDaemon.Properties :

     

    com.bmc.arsys.emaildaemon.ARDATE=

    com.bmc.arsys.emaildaemon.ARDATEONLY=

    com.bmc.arsys.emaildaemon.ARTIMEONLY=

    com.bmc.arsys.emaildaemon.ChunkSize=100

    com.bmc.arsys.emaildaemon.ContentTypeWithCharset=true

    com.bmc.arsys.emaildaemon.Exchange-Wait-Time=1

    com.bmc.arsys.emaildaemon.IncomingConnectionRecycleSize=100

    com.bmc.arsys.emaildaemon.IncomingMessagesQueueSize=100

    com.bmc.arsys.emaildaemon.instructionCacheSize=20

    com.bmc.arsys.emaildaemon.MailboxPollingUnitIsMinutes=true

    com.bmc.arsys.emaildaemon.Monitor=30

    com.bmc.arsys.emaildaemon.nettisapp02.Authentication=

    com.bmc.arsys.emaildaemon.nettisapp02.Interval=30

    com.bmc.arsys.emaildaemon.nettisapp02.Language=en_US

    com.bmc.arsys.emaildaemon.nettisapp02.Password=dyeXjURbKDc5hNiTPxBYODLNGc1uSbi+jVrxA7dICYHNzlMKH68UTD8lgVurMpjbd0rukhj5Xv2M1aduCMoGvTlOQRSNuUvuO6Hy9i8fxGd/kFbcN7jDyA\=\=

    com.bmc.arsys.emaildaemon.nettisapp02.RPC=0

    com.bmc.arsys.emaildaemon.nettisapp02.TCP=0

    com.bmc.arsys.emaildaemon.OutgoingConnectionRecycleSize=100

    com.bmc.arsys.emaildaemon.RMIPort=1100

    com.bmc.arsys.emaildaemon.SaveSentItem=True

    com.bmc.arsys.emaildaemon.securityCacheSize=20

    com.bmc.arsys.emaildaemon.SendEmailSetSize=100

    com.bmc.arsys.emaildaemon.servers=nettisapp02

    com.bmc.arsys.emaildaemon.SortMessages=false

    com.bmc.arsys.emaildaemon.StoreInstructions=false

    com.bmc.arsys.emaildaemon.templateCacheSize=20

    com.bmc.arsys.emaildaemon.URLWithHrefTag=true

    com.bmc.arsys.emaildaemon.UserChunkSize=5000

     

     

    Thank you very much,

     

     

    Maliq

  • 11. Cannot send or receive email in remedy ARS 7.1
    Shantanu Ballal

    Maliqi,

     

    I would suggest you to add the mentioned property with the name of the mailbox. Email engine processes the mailboxes based on this property. It may work. After adding the property restart email engine and check the behavior.

     

     

     

     

    HTH

    Shantanu

  • 12. Cannot send or receive email in remedy ARS 7.1
    maliqi akbar

    Hi Shantanu,

     

    I tried to add "com.bmc.arsys.emaildaemon.Mailboxes" to EmailDaemon.properties as you mentioned above. I still going nowhere, the email still cannot sent anything.

     

    Maybe i put the wrong value...do you mean "Mailbox name" is the name of mailbox that i set in "AR System Mailbox Configuration" form or mailbox name means mail server name?

     

    Hi Danila,

     

    Is still the same, the error log doesn't show anything after i disabled the inbox configuration. But it still cannot send anything.

     

    Thanks.

  • 13. Cannot send or receive email in remedy ARS 7.1
    Danila Beketov

    See Email Engine guide, topic Debugging options for the Email Engine. Try to collect debug log when you send a message. Use AR System Email Messages form to send the message.

  • 14. Cannot send or receive email in remedy ARS 7.1
    maliqi akbar

    Hi Guys,

     

    I already tried to DEBUG the email engine, and here is the result that i take from "emaild.sh_log" :

     

    Checking connection to server: nettisapp02 ...

    Application has started Version:  7.1.00 Patch 005 200809020630

    Using JRE: 1.5.0_26

    Successfully connected.

    DEBUG: JavaMail version 1.4ea

    DEBUG: successfully loaded file: /usr/jdk/instances/jdk1.5.0/jre/lib/javamail.providers

    DEBUG: URL jar:file:/export/home/Nettisapp02/remedy/AREmail/nettisapp02/emaildaemon.jar!/META-INF/javamail.providers

    DEBUG: successfully loaded resource: jar:file:/export/home/Nettisapp02/remedy/AREmail/nettisapp02/emaildaemon.jar!/META-INF/javamail.providers

    DEBUG: URL jar:file:/export/home/Nettisapp02/remedy/AREmail/nettisapp02/smtp.jar!/META-INF/javamail.providers

    DEBUG: successfully loaded resource: jar:file:/export/home/Nettisapp02/remedy/AREmail/nettisapp02/smtp.jar!/META-INF/javamail.providers

    DEBUG: URL jar:file:/export/home/Nettisapp02/remedy/AREmail/nettisapp02/pop3.jar!/META-INF/javamail.providers

    DEBUG: successfully loaded resource: jar:file:/export/home/Nettisapp02/remedy/AREmail/nettisapp02/pop3.jar!/META-INF/javamail.providers

    DEBUG: URL jar:file:/export/home/Nettisapp02/remedy/AREmail/nettisapp02/imap.jar!/META-INF/javamail.providers

    DEBUG: successfully loaded resource: jar:file:/export/home/Nettisapp02/remedy/AREmail/nettisapp02/imap.jar!/META-INF/javamail.providers

    DEBUG: successfully loaded resource: /META-INF/javamail.default.providers

    DEBUG: Tables of loaded providers

    DEBUG: Providers Listed By Class Name: {com.sun.mail.imap.IMAPSSLStore=javax.mail.Provider[STORE,imaps,com.sun.mail.imap.IMAPSSLStore,Sun Microsystems, Inc], gnu.mail.p

    roviders.mbox.MboxStore=javax.mail.Provider[STORE,mbox,gnu.mail.providers.mbox.MboxStore,mapi@bmc.com], com.sun.mail.imap.IMAPStore=javax.mail.Provider[STORE,imap,com.s

    un.mail.imap.IMAPStore,Sun Microsystems, Inc], com.sun.mail.pop3.POP3Store=javax.mail.Provider[STORE,pop3,com.sun.mail.pop3.POP3Store,Sun Microsystems, Inc], com.sun.ma

    il.pop3.POP3SSLStore=javax.mail.Provider[STORE,pop3s,com.sun.mail.pop3.POP3SSLStore,Sun Microsystems, Inc], com.sun.mail.smtp.SMTPSSLTransport=javax.mail.Provider[TRANS

    PORT,smtps,com.sun.mail.smtp.SMTPSSLTransport,Sun Microsystems, Inc], com.bmc.mail.mapi.MAPITransport=javax.mail.Provider[TRANSPORT,mapitransport,com.bmc.mail.mapi.MAPI

    Transport,mapi@bmc.com], com.bmc.mail.mapi.MAPIStore=javax.mail.Provider[STORE,mapistore,com.bmc.mail.mapi.MAPIStore,mapi@bmc.com], com.sun.mail.smtp.SMTPTransport=java

    x.mail.Provider[TRANSPORT,smtp,com.sun.mail.smtp.SMTPTransport,Sun Microsystems, Inc]}

    DEBUG: Providers Listed By Protocol: {mbox=javax.mail.Provider[STORE,mbox,gnu.mail.providers.mbox.MboxStore,dog@gnu.org], mapitransport=javax.mail.Provider[TRANSPORT,ma

    pitransport,com.bmc.mail.mapi.MAPITransport,mapi@bmc.com], smtp=javax.mail.Provider[TRANSPORT,smtp,com.sun.mail.smtp.SMTPTransport,Sun Microsystems, Inc], mapistore=jav

    ax.mail.Provider[STORE,mapistore,com.bmc.mail.mapi.MAPIStore,mapi@bmc.com], imaps=javax.mail.Provider[STORE,imaps,com.sun.mail.imap.IMAPSSLStore,Sun Microsystems, Inc],

    imap=javax.mail.Provider[STORE,imap,com.sun.mail.imap.IMAPStore,Sun Microsystems, Inc], pop3=javax.mail.Provider[STORE,pop3,com.sun.mail.pop3.POP3Store,Sun Microsy ste

    ms, Inc], smtps=javax.mail.Provider[TRANSPORT,smtps,com.sun.mail.smtp.SMTPSSLTransport,Sun Microsystems, Inc], pop3s=javax.mail.Provider[STORE,pop3s,com.sun.mail.pop3.P

    OP3SSLStore,Sun Microsystems, Inc]}

    DEBUG: successfully loaded resource: /META-INF/javamail.default.address.map

    DEBUG: URL jar:file:/export/home/Nettisapp02/remedy/AREmail/nettisapp02/smtp.jar!/META-INF/javamail.address.map

    DEBUG: successfully loaded resource: jar:file:/export/home/Nettisapp02/remedy/AREmail/nettisapp02/smtp.jar!/META-INF/javamail.address.map

    DEBUG: java.io.FileNotFoundException: /usr/jdk/instances/jdk1.5.0/jre/lib/javamail.address.map (No such file or directory)

    DEBUG: JavaMail version 1.4ea

    DEBUG: successfully loaded file: /usr/jdk/instances/jdk1.5.0/jre/lib/javamail.providers

    DEBUG: URL jar:file:/export/home/Nettisapp02/remedy/AREmail/nettisapp02/emaildaemon.jar!/META-INF/javamail.providers

    DEBUG: successfully loaded resource: jar:file:/export/home/Nettisapp02/remedy/AREmail/nettisapp02/emaildaemon.jar!/META-INF/javamail.providers

    DEBUG: URL jar:file:/export/home/Nettisapp02/remedy/AREmail/nettisapp02/smtp.jar!/META-INF/javamail.providers

    DEBUG: successfully loaded resource: jar:file:/export/home/Nettisapp02/remedy/AREmail/nettisapp02/smtp.jar!/META-INF/javamail.providers

    DEBUG: URL jar:file:/export/home/Nettisapp02/remedy/AREmail/nettisapp02/pop3.jar!/META-INF/javamail.providers

    DEBUG: successfully loaded resource: jar:file:/export/home/Nettisapp02/remedy/AREmail/nettisapp02/pop3.jar!/META-INF/javamail.providers

    DEBUG: URL jar:file:/export/home/Nettisapp02/remedy/AREmail/nettisapp02/imap.jar!/META-INF/javamail.providers

    DEBUG: JavaMail version 1.4ea

    DEBUG: successfully loaded file: /usr/jdk/instances/jdk1.5.0/jre/lib/javamail.providers

    DEBUG: successfully loaded resource: jar:file:/export/home/Nettisapp02/remedy/AREmail/nettisapp02/imap.jar!/META-INF/javamail.providers

    DEBUG: URL jar:file:/export/home/Nettisapp02/remedy/AREmail/nettisapp02/emaildaemon.jar!/META-INF/javamail.providers

    DEBUG: successfully loaded resource: jar:file:/export/home/Nettisapp02/remedy/AREmail/nettisapp02/emaildaemon.jar!/META-INF/javamail.providers

    DEBUG: URL jar:file:/export/home/Nettisapp02/remedy/AREmail/nettisapp02/smtp.jar!/META-INF/javamail.providers

    DEBUG: successfully loaded resource: jar:file:/export/home/Nettisapp02/remedy/AREmail/nettisapp02/smtp.jar!/META-INF/javamail.providers

    DEBUG: URL jar:file:/export/home/Nettisapp02/remedy/AREmail/nettisapp02/pop3.jar!/META-INF/javamail.providers

    DEBUG: successfully loaded resource: /META-INF/javamail.default.providers

    DEBUG: Tables of loaded providers

    DEBUG: Providers Listed By Class Name: {com.sun.mail.imap.IMAPSSLStore=javax.mail.Provider[STORE,imaps,com.sun.mail.imap.IMAPSSLStore,Sun Microsystems, Inc], gnu.mail.p

    roviders.mbox.MboxStore=javax.mail.Provider[STORE,mbox,gnu.mail.providers.mbox.MboxStore,mapi@bmc.com], com.sun.mail.imap.IMAPStore=javax.mail.Provider[STORE,imap,com.s

    un.mail.imap.IMAPStore,Sun Microsystems, Inc], com.sun.mail.pop3.POP3Store=javax.mail.Provider[STORE,pop3,com.sun.mail.pop3.POP3Store,Sun Microsystems, Inc], com.sun.ma

    il.pop3.POP3SSLStore=javax.mail.Provider[STORE,pop3s,com.sun.mail.pop3.POP3SSLStore,Sun Microsystems, Inc], com.sun.mail.smtp.SMTPSSLTransport=javax.mail.Provider[TRANS

    PORT,smtps,com.sun.mail.smtp.SMTPSSLTransport,Sun Microsystems, Inc], com.bmc.mail.mapi.MAPITransport=javax.mail.Provider[TRANSPORT,mapitransport,com.bmc.mail.mapi.MAPI

    Transport,mapi@bmc.com], com.bmc.mail.mapi.MAPIStore=javax.mail.Provider[STORE,mapistore,com.bmc.mail.mapi.MAPIStore,mapi@bmc.com], com.sun.mail.smtp.SMTPTransport=java

    x.mail.Provider[TRANSPORT,smtp,com.sun.mail.smtp.SMTPTransport,Sun Microsystems, Inc]}

    DEBUG: Providers Listed By Protocol: {mbox=javax.mail.Provider[STORE,mbox,gnu.mail.providers.mbox.MboxStore,dog@gnu.org], mapitransport=javax.mail.Provider[TRANSPORT,ma

    pitransport,com.bmc.mail.mapi.MAPITransport,mapi@bmc.com], smtp=javax.mail.Provider[TRANSPORT,smtp,com.sun.mail.smtp.SMTPTransport,Sun Microsystems, Inc], mapistore=jav

    ax.mail.Provider[STORE,mapistore,com.bmc.mail.mapi.MAPIStore,mapi@bmc.com], imaps=javax.mail.Provider[STORE,imaps,com.sun.mail.imap.IMAPSSLStore,Sun Microsystems, Inc],

    imap=javax.mail.Provider[STORE,imap,com.sun.mail.imap.IMAPStore,Sun Microsystems, Inc], pop3=javax.mail.Provider[STORE,pop3,com.sun.mail.pop3.POP3Store,Sun Microsy ste

    ms, Inc], smtps=javax.mail.Provider[TRANSPORT,smtps,com.sun.mail.smtp.SMTPSSLTransport,Sun Microsystems, Inc], pop3s=javax.mail.Provider[STORE,pop3s,com.sun.mail.pop3.P

    OP3SSLStore,Sun Microsystems, Inc]}

    DEBUG: successfully loaded resource: jar:file:/export/home/Nettisapp02/remedy/AREmail/nettisapp02/pop3.jar!/META-INF/javamail.providers

    DEBUG: URL jar:file:/export/home/Nettisapp02/remedy/AREmail/nettisapp02/imap.jar!/META-INF/javamail.providers

    DEBUG: successfully loaded resource: /META-INF/javamail.default.address.map

    DEBUG: URL jar:file:/export/home/Nettisapp02/remedy/AREmail/nettisapp02/smtp.jar!/META-INF/javamail.address.map

    DEBUG: successfully loaded resource: jar:file:/export/home/Nettisapp02/remedy/AREmail/nettisapp02/imap.jar!/META-INF/javamail.providers

    DEBUG: successfully loaded resource: jar:file:/export/home/Nettisapp02/remedy/AREmail/nettisapp02/smtp.jar!/META-INF/javamail.address.map

    DEBUG: java.io.FileNotFoundException: /usr/jdk/instances/jdk1.5.0/jre/lib/javamail.address.map (No such file or directory)

    DEBUG: successfully loaded resource: /META-INF/javamail.default.providers

    DEBUG: Tables of loaded providers

    DEBUG: Providers Listed By Class Name: {com.sun.mail.imap.IMAPSSLStore=javax.mail.Provider[STORE,imaps,com.sun.mail.imap.IMAPSSLStore,Sun Microsystems, Inc], gnu.mail.p

    roviders.mbox.MboxStore=javax.mail.Provider[STORE,mbox,gnu.mail.providers.mbox.MboxStore,mapi@bmc.com], com.sun.mail.imap.IMAPStore=javax.mail.Provider[STORE,imap,com.s

    un.mail.imap.IMAPStore,Sun Microsystems, Inc], com.sun.mail.pop3.POP3Store=javax.mail.Provider[STORE,pop3,com.sun.mail.pop3.POP3Store,Sun Microsystems, Inc], com.sun.ma

    il.pop3.POP3SSLStore=javax.mail.Provider[STORE,pop3s,com.sun.mail.pop3.POP3SSLStore,Sun Microsystems, Inc], com.sun.mail.smtp.SMTPSSLTransport=javax.mail.Provider[TRANS

    PORT,smtps,com.sun.mail.smtp.SMTPSSLTransport,Sun Microsystems, Inc], com.bmc.mail.mapi.MAPITransport=javax.mail.Provider[TRANSPORT,mapitransport,com.bmc.mail.mapi.MAPI

    Transport,mapi@bmc.com], com.bmc.mail.mapi.MAPIStore=javax.mail.Provider[STORE,mapistore,com.bmc.mail.mapi.MAPIStore,mapi@bmc.com], com.sun.mail.smtp.SMTPTransport=java

    x.mail.Provider[TRANSPORT,smtp,com.sun.mail.smtp.SMTPTransport,Sun Microsystems, Inc]}

    DEBUG: Providers Listed By Protocol: {mbox=javax.mail.Provider[STORE,mbox,gnu.mail.providers.mbox.MboxStore,dog@gnu.org], mapitransport=javax.mail.Provider[TRANSPORT,ma

    pitransport,com.bmc.mail.mapi.MAPITransport,mapi@bmc.com], smtp=javax.mail.Provider[TRANSPORT,smtp,com.sun.mail.smtp.SMTPTransport,Sun Microsystems, Inc], mapistore=jav

    ax.mail.Provider[STORE,mapistore,com.bmc.mail.mapi.MAPIStore,mapi@bmc.com], imaps=javax.mail.Provider[STORE,imaps,com.sun.mail.imap.IMAPSSLStore,Sun Microsystems, Inc],

    imap=javax.mail.Provider[STORE,imap,com.sun.mail.imap.IMAPStore,Sun Microsystems, Inc], pop3=javax.mail.Provider[STORE,pop3,com.sun.mail.pop3.POP3Store,Sun Microsy ste

    ms, Inc], smtps=javax.mail.Provider[TRANSPORT,smtps,com.sun.mail.smtp.SMTPSSLTransport,Sun Microsystems, Inc], pop3s=javax.mail.Provider[STORE,pop3s,com.sun.mail.pop3.P

    OP3SSLStore,Sun Microsystems, Inc]}

    DEBUG: successfully loaded resource: /META-INF/javamail.default.address.map

    DEBUG: URL jar:file:/export/home/Nettisapp02/remedy/AREmail/nettisapp02/smtp.jar!/META-INF/javamail.address.map

    DEBUG: successfully loaded resource: jar:file:/export/home/Nettisapp02/remedy/AREmail/nettisapp02/smtp.jar!/META-INF/javamail.address.map

    DEBUG: java.io.FileNotFoundException: /usr/jdk/instances/jdk1.5.0/jre/lib/javamail.address.map (No such file or directory)

    DEBUG: getProvider() returning javax.mail.Provider[STORE,pop3,com.sun.mail.pop3.POP3Store,Sun Microsy stems, Inc]

    DEBUG POP3: connecting to host "10.10.100.180", port 110, isSSL false

    S: +OK The Microsoft Exchange POP3 service is ready.

     

     

    i can't find any exception besides this one "java.io.FileNotFoundException:/usr/jdk/instances/jdk1.5.0/jre/lib/javamail.address.map (No such file or directory)"

     

    Is there any problem that file?? Thanks

1 2 Previous Next