1 Reply Latest reply on Jun 20, 2016 5:21 PM by Mohammad Rehman

    Remedy incoming mail not working

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      We recently upgraded from 8.1.02 to 9.1

       

      Our Remedy email service (outgoing and incoming) was working before the upgrade.  After the upgrade, outgoing mail is still working, but incoming mail is down.  There were no configuration changes made.

       

      Our Redhat mail server is still functioning correctly.  It appears that the AR system server is not trying to pull incoming mail from the mail server. Our Redhat administrator verified that he could login both ways (from AR server to mail server and from mail server to AR server) with our email user and password.

       

      When we send test replies to Remedy generated emails, they do not show up in any Remedy forms (like they are not being pulled from mail server).  No records in RBE notifications or transaction logs.

       

      We have rebooted the AR server and stopped and started the email services.

       

      Anyone experience something like the situation above or see something like the below in email.log?

       

      <EML> /* Mon Jun 20 2016 14:09:31.777 */ ERROR (90): Cannot establish a network connection to the AR System server; Connection refused: connect ARserverName:60535

      ERROR (90): Cannot establish a network connection to the AR System server; Connection refused: connect ARserverName:60535

          at com.bmc.arsys.apitransport.ApiProxyJRpcBase.connectionTry(ApiProxyJRpcBase.java:136)

          at com.bmc.arsys.api.ProxyJRpc.getRpcClient(ProxyJRpc.java:148)

          at com.bmc.arsys.api.ProxyJRpc.<init>(ProxyJRpc.java:67)

          at sun.reflect.NativeConstructorAccessorImpl.newInstance0(Native Method)

          at sun.reflect.NativeConstructorAccessorImpl.newInstance(Unknown Source)

          at sun.reflect.DelegatingConstructorAccessorImpl.newInstance(Unknown Source)

          at java.lang.reflect.Constructor.newInstance(Unknown Source)

          at com.bmc.arsys.apitransport.connection.ApiProxyFactory.createProxyInstance(ApiProxyFactory.java:89)

          at com.bmc.arsys.apitransport.connection.ApiProxyFactory.createProxy(ApiProxyFactory.java:160)

          at com.bmc.arsys.api.ProxyManager.createProxy(ProxyManager.java:602)

          at com.bmc.arsys.api.ProxyPool.createProxy(ProxyPool.java:106)

          at com.bmc.arsys.apitransport.connection.ApiProxyPool.get(ApiProxyPool.java:192)

          at com.bmc.arsys.apitransport.connection.ApiProxyManager.getProxy(ApiProxyManager.java:210)

          at com.bmc.arsys.api.PoolingProxyManager.getProxy(PoolingProxyManager.java:93)

          at com.bmc.arsys.apitransport.connection.ApiProxyManager.getProxy(ApiProxyManager.java:164)

          at com.bmc.arsys.api.ARServerUser.usePrivateRpcQueue(ARServerUser.java:9929)

          at com.bmc.arsys.emaildaemon.EmailUtil.createARServerUser(EmailUtil.java:1350)

          at com.bmc.arsys.emaildaemon.EmailDaemon.setUserInfo(EmailDaemon.java:1337)

          at com.bmc.arsys.emaildaemon.EmailDaemon.executeComandLine(EmailDaemon.java:775)

          at com.bmc.arsys.emaildaemon.EmailDaemon.main(EmailDaemon.java:488)

       

       

      Or email.log.bak file?

       

      <EML> /* Mon Jun 20 2016 13:54:51.565 */ Checking connection to server: ARserverName ...

      <EML> /* Mon Jun 20 2016 13:54:51.565 */ Application has started Version: 9.1.00 201512160229

      <EML> /* Mon Jun 20 2016 13:54:51.565 */ Using RMI Port 1100

      <EML> /* Mon Jun 20 2016 13:54:51.565 */ Using JRE: 1.8.0_92

      <EML> /* Mon Jun 20 2016 13:54:51.955 */ Successfully connected at Jun 20, 2016 1:54:51 PM

      <EML> /* Mon Jun 20 2016 13:54:54.150 */ Email Engine asserting waiting state for provider:[com.bmc.arsys.emaildaemon://incoming/mailUserName]

      <EML> /* Mon Jun 20 2016 13:54:54.150 */ Email Engine asserting waiting state for provider:[com.bmc.arsys.emaildaemon://outgoing/mailUserName]

      <EML> /* Mon Jun 20 2016 13:55:59.332 */ Received event for activating {ARserverName, com.bmc.arsys.emaildaemon://incoming/mailUserName}

      <EML> /* Mon Jun 20 2016 13:55:59.333 */ Activating service provider: [mailUserName]

      <EML> /* Mon Jun 20 2016 13:55:59.397 */ Successfully activated service provider: [mailUserName]

      <EML> /* Mon Jun 20 2016 13:55:59.397 */ Received event for activating {ARserverName, com.bmc.arsys.emaildaemon://outgoing/mailUserName}

      <EML> /* Mon Jun 20 2016 13:55:59.397 */ Activating service provider: [mailUserName]

      <EML> /* Mon Jun 20 2016 13:55:59.397 */ service provider: [mailUserName] is already active

      <EML> /* Mon Jun 20 2016 13:55:59.397 */ Successfully activated service provider: [mailUserName]

      <EML> /* Mon Jun 20 2016 14:07:02.782 */ Notification received for updating properties name , [com.bmc.arsys.emaildaemon.level],  Old Value = [Severe], Updated Value = [Finest]

      <EML> /* Mon Jun 20 2016 14:07:02.783 */ Email Engine updated with new properties successfully.

      <EML> /* Mon Jun 20 2016 14:07:02.783 */ Notification received for updating properties name , [com.bmc.arsys.emaildaemon.ARSystemHandler.level],  Old Value = [Off], Updated Value =

       

      [Finest]

      <EML> /* Mon Jun 20 2016 14:07:02.783 */ Email Engine updated with new properties successfully.

      <EML> /* Mon Jun 20 2016 14:08:00.319 */ thread is still alive

      <EML> /* Mon Jun 20 2016 14:08:00.834 */ thread is still alive

      <EML> /* Mon Jun 20 2016 14:08:01.349 */ thread is still alive

      <EML> /* Mon Jun 20 2016 14:08:01.864 */ thread is still alive

      ERROR (90): Cannot establish a network connection to the AR System server; Connection refused: connect ARserverName:60535

          at com.bmc.arsys.apitransport.ApiProxyJRpcBase.connectionTry(ApiProxyJRpcBase.java:136)

          at com.bmc.arsys.api.ProxyJRpc.getRpcClient(ProxyJRpc.java:148)

          at com.bmc.arsys.api.ProxyJRpc.ARSetSessionConfiguration(ProxyJRpc.java:256)

          at com.bmc.arsys.apitransport.ApiProxyBase.setProxyProperties(ApiProxyBase.java:69)

          at com.bmc.arsys.apitransport.connection.ApiProxyManager.getProxy(ApiProxyManager.java:218)

          at com.bmc.arsys.api.PoolingProxyManager.getProxy(PoolingProxyManager.java:93)

          at com.bmc.arsys.apitransport.connection.ApiProxyManager.getProxy(ApiProxyManager.java:164)

          at com.bmc.arsys.api.ARServerUser.beginBulkEntryTransaction(ARServerUser.java:8786)

          at com.bmc.arsys.emaildaemon.LoggingModule.doWork(LoggingModule.java:127)

          at com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:302)

          at java.lang.Thread.run(Unknown Source)

      ERROR (90): Cannot establish a network connection to the AR System server; Connection refused: connect ARserverName:60535

          at com.bmc.arsys.apitransport.ApiProxyJRpcBase.connectionTry(ApiProxyJRpcBase.java:136)

          at com.bmc.arsys.api.ProxyJRpc.getRpcClient(ProxyJRpc.java:148)

          at com.bmc.arsys.api.ProxyJRpc.ARSetSessionConfiguration(ProxyJRpc.java:256)

          at com.bmc.arsys.apitransport.ApiProxyBase.setProxyProperties(ApiProxyBase.java:69)

          at com.bmc.arsys.apitransport.connection.ApiProxyManager.getProxy(ApiProxyManager.java:218)

          at com.bmc.arsys.api.PoolingProxyManager.getProxy(PoolingProxyManager.java:93)

          at com.bmc.arsys.apitransport.connection.ApiProxyManager.getProxy(ApiProxyManager.java:164)

          at com.bmc.arsys.api.ARServerUser.beginBulkEntryTransaction(ARServerUser.java:8786)

          at com.bmc.arsys.emaildaemon.LoggingModule.doWork(LoggingModule.java:127)

          at com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:302)

          at java.lang.Thread.run(Unknown Source)