TaskActionStepsReference1.Use the Email Engine Test utility to validate the mail server connection parameters that are set in the AR System Email Mailbox Configuration form for the incoming mailbox.

The Email Engine Test utility helps you to validate your Email Engine connectivity to the mail server, independent of the AR System Email Engine.

• If the test utility fails, note the reason for the failure from the output provided by the Email Engine Test utility.
• Check and update the configuration as required and then retest Email Engine connectivity to the mail server.
• Work with your Email Administrator or Network Administrator to make sure that there is proper Email Engine connectivity to the mail server.

2.

Review the additional parameters in the AR System Email Mailbox Configuration form, server group or failover related configurations, and Email Engine specific configurations.

Review the configuration for the incoming mailbox in the AR System Email Mailbox Configuration form.Make sure that the incoming mailbox is enabled.
Make sure that the polling interval is set appropriately.
Check the AR System Server Group Operation Ranking form to make sure that server rankings for service failover are valid.Setting failover rankings for servers and operationsCheck the AR System Service Failover Ranking form to make sure that service failovers are ranked correctly.

• Check the AR System Service Failover Whiteboard form to make sure that the appropriate mailboxes are in active state.
• Refresh the form frequently to make sure that the value of the Last Heartbeat field is getting updated as expected.

Check if the following component parameter settings are correct in the EmailDaemon.properties file. These settings determine certain behaviors for incoming emails:

• Exchange-Wait-Time
• TimeMailboxPollingUnitIsMinutes
• IncomingConnectionRecycleSize
• IncomingMessagesQueueSize
• RPC

To review all the properties or settings in the EmailDaemon.properties file, see Settings in the EmailDaemon.properties file.

3.

Enable logs.

• Enable the Email Engine log by setting com.bmc.arsys.emaildaemon.level to FINEST.
• Enable API logs, Filter logs, and SQL logs on all AR System servers in the Server Group.
• To enable logs on multiple servers in a Server Group, select the Server Group Logging option from the Server Group Administration Console.

4.

Reproduce the problem or wait for it to occur.

• Perform the required actions to trigger the processing of an incoming email.
• Either restart the Email Engine process or wait for two polling intervals.

5.Disable logs.

• Disable the Email Engine logs by setting com.bmc.arsys.emaildaemon.level to SEVERE.
• Disable API logs, Filter logs, and SQL logs.

See Enable Email Engine logs in 9.x and later.

6.Collect the logs.

Copy the log files to another location and then review them so that they do not get overwritten. The log files might be huge in size depending upon the volume.

Collect the Email Engine log including the .bak file, if it exists.

The following are the locations for the Email Engine log:

• (Windows)<ARSystem Install Dir>\AREmail\Logs\email.log
• (UNIX)<ARSystem Install Dir>/AREmail/Logs/email.log

Collect API logs, Filter logs, and SQL logs.

7.Analyze the logs.
8.

• Collect and send logs and detailed information when you create a case with BMC Support.
• Run the Log Zipper utility.
• Attach a ZIP file to your case. You can attach a ZIP file of size up to 2 GB. You can also upload the file on FTP.