Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: genesysnoob on August 26, 2020, 03:54:07 PM

Title: [FIXED]Eservices - How to verify the connection between mailbox and exchange?
Post by: genesysnoob on August 26, 2020, 03:54:07 PM

Hey folks,

We have a mail box ( say xyz) configured to send emails to genesys (xyz).
I am not sure what happened, but we are not receiving any emails into genesys (xyz).
I asked the exchange team whether they are seeing any account getting locked, they said no. other accounts are getting emails.

i noticed the email server is writing logs pretty fast, 50 mb files 4 -5 every minute, this is very unusual.

how can i prove from logs that there is an issue ?

this is one of the message i am seeing and not sure whether this is correct
08:45:25.947 Dbg 29999 [MsgIn-4] <pop-client_xyz> http-outgoing-1408099 << "[read] I/O error: Read timed out"
08:45:25.947 Dbg 29999 [MsgIn-4] <pop-client_xyz> Executing request POST /ews/exchange.asmx HTTP/1.1

Title: Re: Eservices - How to verify the connection between mailbox and exchange?
Post by: cavagnaro on August 26, 2020, 09:24:22 PM

Check disks at server, full?
Can you do a restart of the ESJ? nothing will die...(if strategies are properly configured) and you can continue your support.
Enable POP client debug and capture a set of logs and see what is going on.
Try to connect using the OWA client to the Exchange with the credentials provided.

Title: Re: Eservices - How to verify the connection between mailbox and exchange?
Post by: genesysnoob on August 27, 2020, 03:59:03 PM

Disk is not full.
re-started ESJ, this particular account is still not getting emails.
enabled pop-client
Using OWA we can see emails in the account.

in the logs when i searched for that account this is what i see :
<pop-client_xyz> Mailbox account 'xyz' opened folder 'INBOX' with mode 'Read-Write' contains messages:  64 - unread, 0 - new, 66 - total

Title: Re: [FIXED]Eservices - How to verify the connection between mailbox and exchange?
Post by: genesysnoob on August 27, 2020, 05:07:12 PM

Email server was running out of java memory
increased java memory and re-startted it worked fine

error in log messages: java.lang.OutOfMemoryError: Java heap space

Title: Re: [FIXED]Eservices - How to verify the connection between mailbox and exchange?
Post by: cavagnaro on August 28, 2020, 12:44:48 PM

Nice
Maybe you might need to consider a new ESJ depending on how many pop clients you have

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