11 Replies Latest reply on Apr 7, 2017 3:04 AM by Matthias Hoffmann

    Log for incomming mailbox?

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      On my test environment I have an incoming and outgoing mailbox, everything is fine!


      Now we moved the incoming mailbox from one Exchange server to another server (and another database) and my ITSM-ServerGroup is not able to contact the new Exchange server and the mailbox through the firewall- as expected.

      Now I am looking for some log entries for that. I expected some log entries like "cannot connect to host abc" or something.


      I found a log at "<emailEngineInstallDir>\Logs directory" but the log is empty! After a restart of the email service there is an entry like:


      Application has started Version: 8.1.02 201408260235

      Using JRE: 1.7.0_67

      Email Service has been suspended.

      thread is still alive


      and thats it. Then I found the form "AR System Email Error Log" and execute a search. There is no result, just a message

      "No matches were found for your qualification. (ARWARN 9296)"

      It doesn´t matter how I do the search, there is always the same result.

      In the "Server Information" on the "Log Files" tab, I activated the API Log as well. Then I got some entries, but nothing about the email engine. 

      Where can I find some usefull log entries of the email engine?

      Thanks for some help!



        • 1. Re: Log for incomming mailbox?

          Are you able to access Incoming Mail Box of Remedy Using Outlook Client?


          Is New Mail Server is Reachable from AR Server?


          Issue is only with In Coming Mail Box?


          Increase Debug Level of Email Engine (BMC Remedy Various Logging.docx ) and see if something comes in Logs..


          KnowledgeArticle - BMC




          • 2. Re: Log for incomming mailbox?

            Hi Rahul,


            i don´t have a problem. I just want to find the log (or where to activate the log) to see why the server couldn´t reach the mailbox to analyze.

            In this case I know that the AR is blocked by the firewall, that was intentionally. A test for the change in production environment, how we are analyzing several issues.

            If we do the change in production environment and anything doesn´t work, then we would like to activate the right log to get a clue of the problem... Maybe we are facing another problem in production and then we don´t have time to do trial and error with the different logs...


            Your document is fine, but not exactly what I am looking for...





            • 3. Re: Log for incomming mailbox?

              error because of Firewall --- I think You need to do some Trace with the help of Network team.


              Very basic question- Are u able to do a simple telnet so check the communication ?




              • 4. Re: Log for incomming mailbox?

                I don´t want to solve the firewall issue...

                I want to practice with the logging in Remedy. I don´t know where to find the message that Remedy couldn´t reach the mailbox- if there is such a log entry at all.


                I expected some entries, therefore I asked where to find them...




                • 5. Re: Log for incomming mailbox?

                  Set your log4j.xml properties in the the AREmail dir to the log level you desire, and should get some output to your emaild.sh_log , i.e., warning, severe, fatal, debug....

                  1 of 1 people found this helpful
                  • 6. Re: Log for incomming mailbox?

                    Oh yes, that looks good!

                    But I think I am a little bit too stupid to activate the log... No files were created.

                    Where I have to activate the log, this is my xml-file. My adjustments are marked in bold


                    <?xml version="1.0" encoding="UTF-8" ?>

                    <!DOCTYPE log4j:configuration SYSTEM "log4j.dtd">



                    Copyright (c) 2012 BMC Software, Inc.

                    All rights reserved.


                    Various log levels are: DEBUG, INFO, WARN, ERROR and FATAL. The levels are

                    ordered and we have DEBUG < INFO < WARN < ERROR < FATAL. A logging request

                    is said to be enabled if its level is higher than or equal to the level of

                    its logger. For example, if the logger level is WARN, then all Warn, Error and

                    Fatal logging messages will be logged.


                    To specify the log filename with the absolute path, please always use the

                    forward slashes in the path name, e.g to create the log file in the c:\temp

                    directory on a Windows system, the config would be

                             <param     name="File" value="c:/temp/javaapi.log" />   




                    <log4j:configuration debug="true" xmlns:log4j="http://jakarta.apache.org/log4j/">


                        <appender name="Console" class="org.apache.log4j.ConsoleAppender">

                            <layout class="org.apache.log4j.PatternLayout">

                            <param     name="ConversionPattern"

                                    value="%d %-5p [%t] %C (%F:%L) - %m%n"/>




                        <appender name="FileLog" class="org.apache.log4j.RollingFileAppender">

                            <param     name="File" value="C:/Temp/javaapi.log" />   

                            <param     name="MaxFileSize" value="50000KB"/>

                            <!-- Keep one backup file -->

                            <param     name="MaxBackupIndex" value="5"/>

                            <layout class="org.apache.log4j.PatternLayout">

                            <param     name="ConversionPattern"

                                    value="%d %-5p [%t] %C (%F:%L) - %m%n"/>




                        <!-- Print only messages of level fatal in the package com.bmc.arsys -->

                        <logger name="com.bmc.arsys">

                            <level     value="INFO" />


                        <logger name="com.bmc.arsys.api">

                            <level     value="INFO" />


                        <logger name="com.bmc.arsys.arrpc">

                            <level     value="INFO" />



                        <!--Set root category priority to fatal -->


                            <priority value ="INFO" />

                            <!-- use FileLog as the appender for logging to the log file -->


                            <appender-ref ref="FileLog" />


                            <appender-ref ref="Console" />




                    • 7. Re: Log for incomming mailbox?

                      In the past the only changes I made to the log4j.xml was the 3 level values  I never changed the OOTB   setting for log4j:config line, the file name or the root category priority.


                      It's been a couple of years since I had to debug my email engine so I may have forgotten something.  Hopefully someone else will jump in if I did.


                      You might try going back to the OOTB values changing only the Logger name levels.  that should create the emaild.sh_log in the AREmail/Logs directory (Nix boxes) may be different on Windows as to default location.

                      • 8. Re: Log for incomming mailbox?

                        No, unfortunately no logs were created...

                        I restarted the email service and the AR service, no luck.

                        I will try some things and come back, if it works.


                        Thank you, Brian!





                        • 9. Re: Log for incomming mailbox?

                          Found this that might help...


                          Legacy ID:KA363257

                          Please note these instructions are written based on ARS7.6.04 for Windows.  These instructions are also applicable  for other versions of Remedy Email Engine.


                          1) Locate EmailStart.bat. This is in "<Install Directory>\ARSystem\AREmail. If this is executed, Email Engine starts.
                          2) Copy "EmailStart.bat" and rename it (ex, emaildebug.bat). Then, open emaildebug.bat.
                          3) You can see the following line.
                          "%JavaPath%\java" -cp emaildaemon.jar;arapireleaseNum.jar;arutilreleaseNum.jar;activation.jar;mail.jar;imap.jar;smtp.jar;pop3.jar;armapireleaseNum.jarcom.bmc.arsys.emaildaemon.EmailDaemon
                          Insert "-Dmail.debug=true" before -cp, and the file location in which you want to export the result (C:\DebugResult.txt).
                          "%JavaPath%\java" -Dmail.debug=true -cp emaildaemon.jar;arapireleaseNum.jar;arutilreleaseNum.jar;activation.jar;mail.jar;imap.jar;smtp.jar;pop3.jar;armapireleaseNum.jarcom.bmc.arsys.emaildaemon.EmailDaemon >> C:\DebugResult.txt


                          Debug result is exported to C:\DebugResult.txt.

                          Note:  On Unix you modify the emaild.sh script.  Add the debug flag (-D mail.debug) as noted above  but you don't need to add the redirection of output to a file (>> C:\DebuResults.txt portion) as the output will automatically go to the emaild.sh_log file.


                          In some scenarios it is necessary setting the Java Log level as described in the ARS 7.6.04 Email Engine Guide:

                          On page 177  under 'Debugging options for the Email Engine' describes 'Global Logging Level' with the following parameter defined set to 'FINER' or 'FINEST'

                          java.util.logging.FileHandler.level = FINER

                          Modiify the java file 'logging.propertie's file under the jre/lib directory  to obtain every log message generated by the system. You can also use the keyword ALL, which means all logs are to be sent to the output.


                          Use this option with care because the contents of the AR System Email Error Logs form can become very large.   On Linux/Unix the output goes to the emaild.sh_log file.
                          As we have seen that the amount of records on the AR System Email Error Logs form being added could lock the Database.  To avoid logging too much info to email error log form define the following variable in the 'logging.properties' file:


                          • 10. Re: Log for incomming mailbox?
                            Vinayak Navada

                            Hi Matthias , Did you find a way to do this ?

                            • 11. Re: Log for incomming mailbox?

                              No, unfortunately not...