[solved]Cannot send e-mails from GAD (ESJ problem in fact)

[vma]

Hello again,
So my issue now is that I can receive e-mails in GAD but can't replay to them or create new e-mails. I am using hMailServer. The "To" address is 100% good as I'm doing a replay.
Here are the logs
[quote]
10:36:18.750 Dbg 23192 [SvcSrvW-6] Thread 'SvcSrvW-6' registers to shutdown notification.
10:36:18.750 Trc 25096 [SvcSrvW-6] <24> Request (queued for 0 ms): Id=24|Type=Request|Service=Email|Method=Send.
10:36:18.750 Trc 25019 [SvcSrvW-6] <24 0000Ba5SFJDJ001Q pccallsrv2:2872> Service 'Email' method 'Send' started.
10:36:18.750 Trc 23191 [SvcSrvW-6] <24 0000Ba5SFJDJ001Q pccallsrv2:2872> Request: Type=Request|Service=Email|Method=Send|Parameters=[MessageDispositionNotification="false"|DeliveryStatusNotification="false"]|UserData=[ParentId="0000Ba5SFJDJ001H"|InQueues=[Email Out=""]|RRequestedSkillCombination=""|MediaType="email"|InteractionId="0000Ba5SFJDJ001Q"|RTargetAgentGroup="?:Email > 0"|ServiceType="default"|IsOnline=0|LastName="Diana"|SubmitSeq="2196037"|RTenant="Resources"|DeliveredAt="2010-03-11T09:36:01Z"|RVQID="MS10IILUE50BHDPO320T2RMH1G00002C"|SubmittedBy="Place_SWISS"|EmailAddress="customer.diana@pccallsrv2.com"|RTargetRequested="?:Email > 0"|Queue="Email Out"|InteractionType="Outbound"|MovedToQueueAt="2010-03-11T09:36:01Z"|PlacedInQueueAt="2010-03-11T09:36:14Z"|IsLocked=0|CustomerSegment="default"|RTargetRuleSelected=""|GD_OriginalAgentEmployeeId="1001"|RTargetPlaceSelected="Place_SWISS"|To="Customer Diana <customer.diana@pccallsrv2.com>"|ReceivedAt="2010-03-11T09:36:01Z"|RTargetObjSelDBID=""|RTargetAgentSelected="1001"|PegAG?:Email > 0=1|AG="ATCSC"|CBR-contract_DBIDs=""|InteractionSubtype="OutboundReply"|CBR-IT-path_DBIDs=""|CcAddresses=""|CBR-actual_volume=""|RRequestedSkills=[]|RTargetObjectSelected="?:Email > 0"|Mailbox="Customer Diana <customer.diana@pccallsrv2.com>"|TenantId=101|ST="FA=10"|FirstName="Customer"|RStrategyName="Austria Call Mapping"|BccAddresses=""|RTargetTypeSelected="2"|SubmittedAt="2010-03-11T09:36:01Z"|Subject="Re: lugu plugu"|ServiceObjective=0|Origination_Source="Email"|CG="Gold"|PlaceInQueueSeq="2196049"|CBR-Interaction_cost=""|FromAddress="customer.service-at@pccallsrv2.com"|ContactId="0000Ba5SFJDJ001J"|CO="Austria"|RStrategyDBID="418"|InteractionState=1].
10:36:18.750 Dbg 23081 [SvcSrvW-6] <24 0000Ba5SFJDJ001Q> Sender : findById 0000Ba5SFJDJ001Q.
10:36:18.750 Dbg 23082 [SvcSrvW-6] <24 0000Ba5SFJDJ001Q> Sender : findById done.
10:36:18.750 Dbg 23090 [SvcSrvW-6] <24 0000Ba5SFJDJ001Q> Sender : mark as reserved 0000Ba5SFJDJ001Q.
10:36:18.750 Dbg 23092 [SvcSrvW-6] <24 0000Ba5SFJDJ001Q> Sender : mark as reserved done 0000Ba5SFJDJ001Q.
10:36:18.750 Dbg 23072 [SvcSrvW-6] <24 0000Ba5SFJDJ001Q> 'From' address : customer.service-at@pccallsrv2.com
10:36:18.750 Dbg 23107 [SvcSrvW-6] <24 0000Ba5SFJDJ001Q> Candidate 'To' addresses : [Customer Diana <customer.diana@pccallsrv2.com>]
10:36:18.750 Dbg 23107 [SvcSrvW-6] <24 0000Ba5SFJDJ001Q> Candidate 'Cc' addresses : []
10:36:18.750 Dbg 23107 [SvcSrvW-6] <24 0000Ba5SFJDJ001Q> Candidate 'Bcc' addresses : []
10:36:18.750 Dbg 23111 [SvcSrvW-6] <24 0000Ba5SFJDJ001Q> Excluded addresses : [customer.service-at@pccallsrv2.com, customer.service-ch@pccallsrv2.com, customer.service-be@pccallsrv2.com]
10:36:18.750 Dbg 23112 [SvcSrvW-6] <24 0000Ba5SFJDJ001Q> Actual 'To' addresses : [Customer Diana <customer.diana@pccallsrv2.com>]
10:36:18.750 Dbg 23112 [SvcSrvW-6] <24 0000Ba5SFJDJ001Q> Actual 'Cc' addresses : []
10:36:18.750 Dbg 23112 [SvcSrvW-6] <24 0000Ba5SFJDJ001Q> Actual 'Bcc' addresses : []
10:36:18.750 Trc 29998 [SvcSrvW-6] <24 0000Ba5SFJDJ001Q> Email has: 0 attached doc(s). Total size is:0 bytes; DB read in: 0ms.
10:36:18.765 Dbg 23073 [SvcSrvW-6] <24 0000Ba5SFJDJ001Q> UserData : [RRequestedSkills=[]|RRequestedSkillCombination=""|InQueues=[Email Out=""]|RTargetObjectSelected="?:Email > 0"|RTargetAgentGroup="?:Email > 0"|ServiceType="default"|LastName="Diana"|Mailbox="Customer Diana <customer.diana@pccallsrv2.com>"|RTenant="Resources"|SubmitSeq="2196037"|_ContainsAttachment="false"|ST="FA=10"|RVQID="MS10IILUE50BHDPO320T2RMH1G00002C"|_AttachmentsSize="0"|EmailAddress="customer.diana@pccallsrv2.com"|FirstName="Customer"|RTargetRequested="?:Email > 0"|RStrategyName="Austria Call Mapping"|BccAddresses=""|RTargetTypeSelected="2"|CustomerSegment="default"|RTargetRuleSelected=""|Subject="Re: lugu plugu"|GD_OriginalAgentEmployeeId="1001"|RTargetPlaceSelected="Place_SWISS"|To="Customer Diana <customer.diana@pccallsrv2.com>"|RTargetObjSelDBID=""|RTargetAgentSelected="1001"|ServiceObjective=0|Origination_Source="Email"|CG="Gold"|PegAG?:Email > 0=1|AG="ATCSC"|CBR-contract_DBIDs=""|CBR-Interaction_cost=""|PlaceInQueueSeq="2196049"|FromAddress="customer.service-at@pccallsrv2.com"|CO="Austria"|ContactId="0000Ba5SFJDJ001J"|CBR-IT-path_DBIDs=""|RStrategyDBID="418"|CcAddresses=""|FromPersonal=""|CBR-actual_volume=""].
10:36:18.765 Dbg 23083 [SvcSrvW-6] <24 0000Ba5SFJDJ001Q> Acquiring new SMTP connection from pool (current total nb of connections: 1 , free connections: 1 , used connections: 0).
10:36:18.765 Dbg 23100 [SvcSrvW-6] <24 0000Ba5SFJDJ001Q> Activating SMTP connection nb 1.
10:36:18.765 Dbg 23101 [SvcSrvW-6] <24 0000Ba5SFJDJ001Q> SMTP connection 1 was idle for 148094 ms, checking it's validity.
10:36:18.765 Dbg 23103 [SvcSrvW-6] <24 0000Ba5SFJDJ001Q> SMTP connection 1 already established.
10:36:18.765 Dbg 23084 [SvcSrvW-6] <24 0000Ba5SFJDJ001Q> Acquired new SMTP connection from pool in 0 ms.
10:36:18.765 Dbg 23085 [SvcSrvW-6] <24 0000Ba5SFJDJ001Q> Sending message '<0000Ba5SFJDJ001Q@pccallsrv2.com>'...
10:36:18.765 Std 25071 [SvcSrvW-6] <24 0000Ba5SFJDJ001Q> Error : No valid recipients found.
10:36:18.765 Dbg 23087 [SvcSrvW-6] <24 0000Ba5SFJDJ001Q> Returning SMTP connection into the pool.
10:36:18.765 Dbg 23106 [SvcSrvW-6] <24 0000Ba5SFJDJ001Q> Passivating SMTP connection nb 1.
10:36:18.765 Dbg 23096 [SvcSrvW-6] <24 0000Ba5SFJDJ001Q> Sender : unreserve 0000Ba5SFJDJ001Q.
10:36:18.765 Dbg 23098 [SvcSrvW-6] <24 0000Ba5SFJDJ001Q> Sender : unreserve done 0000Ba5SFJDJ001Q.
10:36:18.765 Std 25100 [SvcSrvW-6] <24 0000Ba5SFJDJ001Q> Service 'Email' failed in method 'Send' (ErrorCode=912 ErrorMsg=Bad address(es) : No valid recipients found).
10:36:18.765 Trc 25020 [SvcSrvW-6] <24 0000Ba5SFJDJ001Q> Service 'Email' method 'Send' ended, processing time (ms): 15.
10:36:18.765 Std 25080 [SvcSrvW-6] <24> Exception message: Bad address(es) : No valid recipients found.
10:36:18.765 Trc 25097 [SvcSrvW-6] <24> Response: Id=24|Type=Fault|Service=Email|Method=Send|Parameters=[FaultCode="912"|FaultString="09:36:18.765 Server: Email8 Msg: Bad address(es) : No valid recipients found"]|UserData=[].
10:36:18.765 Trc 25098 [SvcSrvW-6] <24> 'Email.Send' (request id 24) handling duration : 15 ms. [/quote]

[catanirex]

I do not see this as a GAD error, but a ESJ error

Are you using Emailserver version less than 7.5.000.17?

If that is the case - upgrade to a newer version :-)

You can also read Release Notes on Genesys support - if connection to SMTP server has been idle for a long time - in your case:

SMTP connection 1 was idle for 148094 ms, checking it's validity.

SMTP server returns an error, but ESJ misunderstand it as an invalid recipient problem. In your case:

'Email' failed in method 'Send' (ErrorCode=912 ErrorMsg=Bad address(es) : No valid recipients found).


You should also add a delay in the sending strategy, and then do a re-try sending the outbound email.

Good Luck!

[vma]

Thank you for your replay!
I am using ESJ 8.0
I have restarted ESJ and there is no more idle now but still same problem.
Here is the log
[quote]
11:32:32.781 Dbg 23192 [SvcSrvW-1] Thread 'SvcSrvW-1' registers to shutdown notification.
11:32:32.781 Trc 25096 [SvcSrvW-1] <36> Request (queued for 0 ms): Id=36|Type=Request|Service=Email|Method=Send.
11:32:32.828 Trc 25019 [SvcSrvW-1] <36 0000Ba5SFJDJ00K0 pccallsrv2:1821> Service 'Email' method 'Send' started.
11:32:32.828 Trc 23191 [SvcSrvW-1] <36 0000Ba5SFJDJ00K0 pccallsrv2:1821> Request: Type=Request|Service=Email|Method=Send|Parameters=[MessageDispositionNotification="false"|DeliveryStatusNotification="false"]|UserData=[BccAddresses=""|PlacedInQueueAt="2010-03-11T10:32:30Z"|IsLocked=0|MediaType="email"|SubmittedAt="2010-03-11T10:32:05Z"|GD_OriginalAgentEmployeeId="1001"|Subject="roaming"|InteractionId="0000Ba5SFJDJ00K0"|To="colt.test@pccallsrv2.com"|ReceivedAt="2010-03-11T10:32:05Z"|IsOnline=0|SubmitSeq="2196221"|DeliveredAt="2010-03-11T10:32:05Z"|TenantId=101|PlaceInQueueSeq="2196228"|InteractionSubtype="OutboundNew"|SubmittedBy="Place_SWISS"|FromAddress="customer.service-at@pccallsrv2.com"|Queue="Email Out"|ContactId="0000Ba5SFJDJ0012"|InteractionType="Outbound"|CcAddresses=""|MovedToQueueAt="2010-03-11T10:32:05Z"|InteractionState=1].
11:32:32.859 Dbg 23081 [SvcSrvW-1] <36 0000Ba5SFJDJ00K0> Sender : findById 0000Ba5SFJDJ00K0.
11:32:32.859 Dbg 23082 [SvcSrvW-1] <36 0000Ba5SFJDJ00K0> Sender : findById done.
11:32:32.875 Dbg 23090 [SvcSrvW-1] <36 0000Ba5SFJDJ00K0> Sender : mark as reserved 0000Ba5SFJDJ00K0.
11:32:32.875 Dbg 23092 [SvcSrvW-1] <36 0000Ba5SFJDJ00K0> Sender : mark as reserved done 0000Ba5SFJDJ00K0.
11:32:32.875 Dbg 23072 [SvcSrvW-1] <36 0000Ba5SFJDJ00K0> 'From' address : customer.service-at@pccallsrv2.com
11:32:32.875 Dbg 23107 [SvcSrvW-1] <36 0000Ba5SFJDJ00K0> Candidate 'To' addresses : [colt.test@pccallsrv2.com]
11:32:32.875 Dbg 23107 [SvcSrvW-1] <36 0000Ba5SFJDJ00K0> Candidate 'Cc' addresses : []
11:32:32.875 Dbg 23107 [SvcSrvW-1] <36 0000Ba5SFJDJ00K0> Candidate 'Bcc' addresses : []
11:32:32.875 Dbg 23111 [SvcSrvW-1] <36 0000Ba5SFJDJ00K0> Excluded addresses : [customer.service-at@pccallsrv2.com, customer.service-ch@pccallsrv2.com, customer.service-be@pccallsrv2.com]
11:32:32.875 Dbg 23112 [SvcSrvW-1] <36 0000Ba5SFJDJ00K0> Actual 'To' addresses : [colt.test@pccallsrv2.com]
11:32:32.875 Dbg 23112 [SvcSrvW-1] <36 0000Ba5SFJDJ00K0> Actual 'Cc' addresses : []
11:32:32.875 Dbg 23112 [SvcSrvW-1] <36 0000Ba5SFJDJ00K0> Actual 'Bcc' addresses : []
11:32:32.937 Trc 29998 [SvcSrvW-1] <36 0000Ba5SFJDJ00K0> Email has: 0 attached doc(s). Total size is:0 bytes; DB read in: 16ms.
11:32:32.953 Dbg 23073 [SvcSrvW-1] <36 0000Ba5SFJDJ00K0> UserData : [BccAddresses=""|_ContainsAttachment="false"|_AttachmentsSize="0"|PlaceInQueueSeq="2196228"|Subject="roaming"|GD_OriginalAgentEmployeeId="1001"|To="colt.test@pccallsrv2.com"|FromAddress="customer.service-at@pccallsrv2.com"|ContactId="0000Ba5SFJDJ0012"|CcAddresses=""|FromPersonal=""|SubmitSeq="2196221"].
11:32:32.968 Dbg 23083 [SvcSrvW-1] <36 0000Ba5SFJDJ00K0> Acquiring new SMTP connection from pool (current total nb of connections: 0 , free connections: 0 , used connections: 0).
11:32:32.968 Dbg 23104 [SvcSrvW-1] <36 0000Ba5SFJDJ00K0> Creating SMTP connection nb 1.
11:32:32.968 Dbg 23100 [SvcSrvW-1] <36 0000Ba5SFJDJ00K0> Activating SMTP connection nb 1.
11:32:32.984 Trc 04500 Connecting to server 'smtp' at host '172.26.116.150', port 5998
11:32:32.984 Dbg 23007 [SvcSrvW-1] <36 0000Ba5SFJDJ00K0> Connected to '172.26.116.150', port = 5998.
11:32:32.984 Dbg 23084 [SvcSrvW-1] <36 0000Ba5SFJDJ00K0> Acquired new SMTP connection from pool in 16 ms.
11:32:32.984 Dbg 23085 [SvcSrvW-1] <36 0000Ba5SFJDJ00K0> Sending message '<0000Ba5SFJDJ00K0@pccallsrv2.com>'...
11:32:33.000 Std 25071 [SvcSrvW-1] <36 0000Ba5SFJDJ00K0> Error : No valid recipients found.
11:32:33.000 Dbg 23087 [SvcSrvW-1] <36 0000Ba5SFJDJ00K0> Returning SMTP connection into the pool.
11:32:33.000 Dbg 23106 [SvcSrvW-1] <36 0000Ba5SFJDJ00K0> Passivating SMTP connection nb 1.
11:32:33.000 Dbg 23096 [SvcSrvW-1] <36 0000Ba5SFJDJ00K0> Sender : unreserve 0000Ba5SFJDJ00K0.
11:32:33.000 Dbg 23098 [SvcSrvW-1] <36 0000Ba5SFJDJ00K0> Sender : unreserve done 0000Ba5SFJDJ00K0.
11:32:33.000 Std 25100 [SvcSrvW-1] <36 0000Ba5SFJDJ00K0> Service 'Email' failed in method 'Send' (ErrorCode=912 ErrorMsg=Bad address(es) : No valid recipients found).
11:32:33.000 Trc 25020 [SvcSrvW-1] <36 0000Ba5SFJDJ00K0> Service 'Email' method 'Send' ended, processing time (ms): 172.
11:32:33.000 Std 25080 [SvcSrvW-1] <36> Exception message: Bad address(es) : No valid recipients found.
11:32:33.000 Trc 25097 [SvcSrvW-1] <36> Response: Id=36|Type=Fault|Service=Email|Method=Send|Parameters=[FaultCode="912"|FaultString="10:32:33.000 Server: Email8 Msg: Bad address(es) : No valid recipients found"]|UserData=[].
11:32:33.000 Trc 25098 [SvcSrvW-1] <36> 'Email.Send' (request id 36) handling duration : 219 ms.[/quote]

[René]

Hi vma,

I'm pretty sure that the error - [i]Error : No valid recipients found.[/i] - you see in ESJ log is returned by your mail server. The error means that your mail server doesn't know how to deliver email to recipient address "colt.test@pccallsrv2.com".

Can you enable debug logging on SMTP connection (smtp-client section in ESJ options, set the key "enable-debug" to "true") and repeat the test?

R.

[vma]

I found the problem. The authentication was not done because "enable-authentication" option was set to false. So the error message was not very sugestive
Thank you all!