Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: kevin on August 25, 2009, 08:03:03 PM

Title: emails not serving
Post by: kevin on August 25, 2009, 08:03:03 PM

hi,

our emails are not getting served. attached is log. please let me know what is worng.

Title: Re: emails not serving
Post by: cavagnaro on August 25, 2009, 08:57:44 PM

Was this working previously? Is this a new installation? My magic ball is kinda messy this days...

Title: Re: emails not serving
Post by: kevin on August 25, 2009, 09:41:36 PM

this is test and was working previously hmm......may be around 8 months ago.



31:47,557 [MsgOut-0  ] <SMTP_Client> emailserver.msg.outbound            - Running outbound messaging client.
DEBUG 16:31:47,558 [MsgOut-0  ] <SMTP_Client> emailserver.msg.outbound            - Connecting to corporate E-mail Server 'smtphub.glaxo.com'...
DEBUG 16:31:47,585 [MsgOut-0  ] <SMTP_Client> emailserver.msg.outbound            - Connected to 'smtphub.glaxo.com', port = 25.
DEBUG 16:31:47,586 [MsgOut-0  ] <SMTP_Client> emailserver.msg.outbound            - Sending file '/opt/genesys/GCTI6/test/emailserver/mail/outbound/LoopBack_1251232305721.msg'...
DEBUG 16:31:48,605 [MsgOut-0  ] <SMTP_Client> emailserver.msg.outbound            - added task SMTP Client in ended Clients
DEBUG 16:31:48,606 [MsgOut    ] <> emailserver.msg.outbound            - MsgOut: Clients defined in ConfigServer :
DEBUG 16:31:48,606 [MsgOut    ] <> emailserver.msg.outbound            - <SMTP Client>
DEBUG 16:31:48,607 [MsgOut    ] <> emailserver.msg.outbound            - MsgOut: Running clients :
DEBUG 16:31:48,607 [MsgOut    ] <> emailserver.msg.outbound            - <SMTP Client>
DEBUG 16:31:48,607 [MsgOut    ] <> emailserver.msg.outbound            - MsgOut: Ended clients:
DEBUG 16:31:48,607 [MsgOut    ] <> emailserver.msg.outbound            - <SMTP Client>
DEBUG 16:31:48,607 [MsgOut    ] <> emailserver.msg.outbound            - Ended task SMTP Client to be rescheduled in 30000ms.
DEBUG 16:31:55,635 [TimerTask ] <> emailserver.engine                  - LogReconfigureTask is now run
DEBUG 16:31:55,636 [TimerTask ] <> emailserver.engine                  - Log Parameters have changed, reconfiguring the logging system.
INFO  16:31:55,653 [MsgIn-1  ] <POP_Client> emailserver.msg.inbound              - Running inbound messaging client.
INFO  16:31:55,655 [MsgIn-0  ] <POP_Client_2> emailserver.msg.inbound              - Running inbound messaging client.
ERROR 16:31:56,061 [MsgIn-0  ] <POP_Client_2> emailserver.msg.inbound              - Invalid corporate E-mail Server host  : cannot connect to IMAP server  RTPSNFM01A.corpnet2.com on port 143.
DEBUG 16:31:56,061 [MsgIn-0  ] <POP_Client_2> emailserver.msg.inbound              - Inbound messaging client finished.
DEBUG 16:31:56,062 [MsgIn-0  ] <POP_Client_2> emailserver.msg.inbound              - added task POP Client 2 in ended Clients
ERROR 16:31:56,070 [MsgIn-1  ] <POP_Client> emailserver.msg.inbound              - Invalid corporate E-mail Server host  : cannot connect to IMAP server KOPSNFM01A.corpnet2.com on port 143.
DEBUG 16:31:56,071 [MsgIn-1  ] <POP_Client> emailserver.msg.inbound              - Inbound messaging client finished.
DEBUG 16:31:56,071 [MsgIn-1  ] <POP_Client> emailserver.msg.inbound              - added task POP Client in ended Clients
DEBUG 16:31:56,130 [MsgIn    ] <> emailserver.msg.inbound              - MsgIn: Clients defined in ConfigServer :
DEBUG 16:31:56,130 [MsgIn    ] <> emailserver.msg.inbound              - <POP Client>
DEBUG 16:31:56,130 [MsgIn    ] <> emailserver.msg.inbound              - <POP Client 2>
DEBUG 16:31:56,130 [MsgIn    ] <> emailserver.msg.inbound              - MsgIn: Running clients :
DEBUG 16:31:56,131 [MsgIn    ] <> emailserver.msg.inbound              - <POP Client>
DEBUG 16:31:56,131 [MsgIn    ] <> emailserver.msg.inbound              - <POP Client 2>
DEBUG 16:31:56,131 [MsgIn    ] <> emailserver.msg.inbound              - MsgIn: Ended clients:
DEBUG 16:31:56,131 [MsgIn    ] <> emailserver.msg.inbound              - <POP Client 2>
DEBUG 16:31:56,131 [MsgIn    ] <> emailserver.msg.inbound              - <POP Client>
DEBUG 16:31:56,131 [MsgIn    ] <> emailserver.msg.inbound              - Ended task POP Client to be rescheduled in 30000ms.
DEBUG 16:31:56,132 [MsgIn    ] <> emailserver.msg.inbound              - Ended task POP Client 2 to be rescheduled in 30000ms.
DEBUG 16:31:56,132 [TimerTask ] <> emailserver.engine                  - LogReconfigureTask cycleTime = 30000 ms
INFO  16:31:56,133 [InTask-0  ] <> emailserver.engine                  - Firing Inbound event 'RunInboundCycle'.
[quote]ERROR 16:31:56,061 [MsgIn-0  ] <POP_Client_2> emailserver.msg.inbound              - Invalid corporate E-mail Server host  : cannot connect to IMAP server  RTPSNFM01A.corpnet2.com on port 143.[/quote]


I am able to manually connect to RTPSNFM01A.corpnet2.com using outlook........no clue why email server is not able to connect.

Title: Re: emails not serving
Post by: Adam G. on August 25, 2009, 10:21:41 PM

Can you ping RTPSNFM01A.corpnet2.com from the email server?

Title: Re: emails not serving
Post by: cavagnaro on August 25, 2009, 10:24:30 PM

better yet, can you connect to the mail server?
cmd>telnet RTPSNFM01A.corpnet2.com 110 and see if you get a succesful connection

Title: Re: emails not serving
Post by: catanirex on August 26, 2009, 06:20:13 AM

When you connect using Outlook, are you using IMAP or POP3? Or are you connecting Outllok directly to Exchange server?

In the log I can see: "cannot connect to IMAP server KOPSNFM01A.corpnet2.com on port 143" - port 143 is IMAP.

In CME, has the Emailserver application, pop-client section the word IMAP instead of POP3?


Maybe KOPSNFM01A does not accept IMAP connections just POP3? Try changing it to port 110 and POP3 in CME.

Title: Re: emails not serving
Post by: cavagnaro on August 26, 2009, 07:28:47 AM

So true, or maybe if this was working your mail admin guy disabled the IMAP protocol

Title: Re: emails not serving
Post by: kevin on August 26, 2009, 12:43:51 PM

I have CME options as type = IMAP

and i am connecting using IMAP


Also, I am able to telnet and ping the remote host from server.
please see our config file


[POP Client]
Password=C36CEB56AECC57BE864C7EEF2A9C26ED
DeleteBadFormattedMessage=false
Enabled=true
CycleTime=00:00:30
LeaveFilesOnServer=false
Port=143
[b]Type=IMAP[/b]
AttachmentMngt=Leave
MaximumMessageNumber=500
Debug=false
MaximumMessageSize=5
SSL=false
PasswordEncrypted=false
ConnectTimeout=00:05:00
DeleteBigMessage=false
LoginProtocol=0
MessageDir=/opt/genesys/GCTI6/test/emailserver/mail/inbound
Mailbox=qix76148
Server=KOPSNFM01A.corpnet2.com

[SMTP Client]
MessageDir=/opt/genesys/GCTI6/test/emailserver/mail/outbound
ArchiveDir=/opt/genesys/GCTI6/test/emailserver/mail/outbound/archive
Enabled=true
MessageTimeouts=1
User=
ConnectTimeout=00:05:00
Debug=false
Authentification=false
Port=25
Server=smtphub.glaxo.com
SSL=false
Password=
CycleTime=00:00:30
BadDir=/opt/genesys/GCTI6/test/emailserver/mail/outbound/bad

[POP Client 2]
Password=C36CEB56AECC57BE864C7EEF2A9C26ED
MessageDir=/opt/genesys/GCTI6/test/emailserver/mail/inbound
[b]Type=IMAP[/b]
LoginProtocol=0
DeleteBigMessage=false
MaximumMessageNumber=500
MaximumMessageSize=5
Server= RTPSNFM01A.corpnet2.com
Mailbox=trb11044
PasswordEncrypted=false
Port=143
Enabled=true
LeaveFilesOnServer=false
SSL=false
DeleteBadFormattedMessage=false

[E-Mail Events]
OutboundEventInterval=0:10
OutboundEventEnabled=true
InboundEventInterval=0:10
InboundEventEnabled=true
OutboundEventClassId=DoAllSendActions
InboundEventClassId=RunInboundCycle

[E-Mail Processing]
BccAddress=
ReturnedVRP=
QAReviewVRP=
AutobotAgentLoginName=
DeleteOutboundAttachmentsOnSend=false
AppendAgentName=true
InboundMessagingThreadPoolSize=10
ThreadBySubject=true
SubjectThreadingSubstrings=re:,reply,out of office,out of the office
ArchiveCleanupEnabled=false
EventManagerDBPath=.
LoopbackPeriod=5:00
QAReviewSkillName=EmailQualityConfidencePercentage
DefaultEmailQualityConfidencePercentage=100
OutboundEventManagerPoolSize=10
ReturnedMailFromFieldSubstrings=mailer-daemon,postmaster,mmdf
SaveAutoResponseTextInDb=false
MaximumOutboundMessagesPerCycle=500
ArchiveCleanupPeriod=1:00:00:00
OutboundMessagingThreadPoolSize=10
RoutingRuleCacheSize=500
LoopbackAddress=
OutboundMessagingCharset=utf-8
MaximumInboundMessagesPerCycle=500
LoopbackPeriodOnFailure=2:00
ExternalAgentInstructionFile=ExternalAgentInstructions.txt
ExternalAgentResponseDisposition=0
InboundEventManagerPoolSize=10
InboundFileExtension=msg
EventManagerEvtDefinitionFile=GlobalEvents.xml
ArchiveCleanupMaxAge=30:00:00:00
ArchiveCleanupMaxFiles=5000
SocketTimeout=2:00
DefaultVRP=Inbound_EmailVRP
Outbound=/opt/genesys/GCTI6/test/emailserver/mail/outbound
DefaultDomain=glaxo.com
InboundSource=/opt/genesys/GCTI6/test/emailserver/mail/inbound
InboundArchive=/opt/genesys/GCTI6/test/emailserver/mail/inbound/archive
InboundBad=/opt/genesys/GCTI6/test/emailserver/mail/inbound/bad
ExternalAgentIncomingAddress=
ResubmitterStartDate=

[IWE Processing]
MessageDir=/mail/inbound
CustomDataPrefix=_WFC_
EventManagerPoolSize=10
WebFormEnabled=true
WorkerThreads=5
AutobotEnabled=true
DefaultEmailRequestVRP=EmailRequestVRP
WebFormAsEmail=false
AttachedDataPrefix=_WFA_



after changing as suggested still not able to connect...logs show


> emailserver.evthandler              - key [strSystemVersion] bound to value [6.5.303.00] in Property Dictionary
DEBUG 09:39:12,865 [OuEvtMgr-2] <> emailserver.evthandler              - key [oVRPList] bound to value [[Reply_Email, EmailXFRVRP, Inbound_EmailVRP, EmailRequestVRP, QA_ReviewVRP, ChatXFERVRP]] in Cycle Dictionary
INFO  09:39:12,866 [OuEvtMgr-2] <> emailserver.evthandler.outbound.flow - <<<<<<<<<< End 'GlobalInit' Event Handler.
INFO  09:39:12,866 [OuEvtMgr-2] <> emailserver.evthandler.outbound      - Connected to MS-Tserver.
INFO  09:39:12,866 [OuEvtMgr-2] <> emailserver.evthandler.outbound      - Resubmitting failed review messages.
ERROR 09:39:12,867 [OuEvtMgr-2] <> emailserver.evthandler.outbound.flow - Invalid QA Review VRP ''.
INFO  09:39:12,867 [OuEvtMgr-2] <> emailserver.evthandler.outbound.flow - Processing up to 500 messages.
INFO  09:39:12,868 [OuEvtMgr-1] <> emailserver.evthandler.outbound.flow - Firing Outbound event 'ExtAgentOutEndOfCycle'.
INFO  09:39:12,868 [OuEvtMgr-1] <> emailserver.evthandler.outbound.flow - <<<<<<<<<< End 'ExtAgentSender' Event Handler.
INFO  09:39:12,870 [OuEvtMgr-2] <> emailserver.evthandler.outbound.flow - Processing 0 outbound records.
INFO  09:39:12,870 [OuEvtMgr-2] <> emailserver.evthandler.outbound.flow - Firing Outbound event 'EmoutEndOfMainCycle'.
INFO  09:39:12,870 [OuEvtMgr-2] <> emailserver.evthandler.outbound.flow - >>>>>>>>>> Begin 'EndOfMainCycle' Event Handler.
INFO  09:39:12,871 [OuEvtMgr-2] <> emailserver.evthandler.outbound.flow - <<<<<<<<<< End 'EndOfMainCycle' Event Handler.
INFO  09:39:12,873 [OuEvtMgr-2] <> emailserver.evthandler.outbound.flow - <<<<<<<<<< End 'EmoutMain' Event Handler.
INFO  09:39:12,875 [OuEvtMgr-0] <> emailserver.evthandler.outbound.flow - <<<<<<<<<< End 'SendLoopback' Event Handler.
INFO  09:39:12,875 [OutTask-0 ] <> emailserver.evthandler.outbound.flow - Firing Outbound event 'EmoutEndOfSendCycle'.
INFO  09:39:12,876 [OutTask-0 ] <> emailserver.evthandler.outbound.flow - <<<<<<<<<< End 'DoAllSendActions' Event Handler.
INFO  09:39:12,923 [MsgIn-1  ] <POP_Client> emailserver.msg.inbound              - Running inbound messaging client.
ERROR 09:39:12,960 [MsgIn-1  ] <POP_Client> emailserver.msg.inbound              - Invalid corporate E-mail Server host  : cannot connect to POP3 server KOPSNFM01A.corpnet2.com on port 110.
DEBUG 09:39:12,960 [MsgIn-1  ] <POP_Client> emailserver.msg.inbound              - Inbound messaging client finished.
DEBUG 09:39:12,960 [MsgIn-1  ] <POP_Client> emailserver.msg.inbound              - added task POP Client in ended Clients
DEBUG 09:39:12,961 [MsgIn    ] <> emailserver.msg.inbound              - MsgIn: Clients defined in ConfigServer :
DEBUG 09:39:12,961 [MsgIn    ] <> emailserver.msg.inbound              - <POP Client>
DEBUG 09:39:12,962 [MsgIn    ] <> emailserver.msg.inbound              - <POP Client 2>
DEBUG 09:39:12,963 [MsgIn    ] <> emailserver.msg.inbound              - MsgIn: Running clients :
DEBUG 09:39:12,963 [MsgIn    ] <> emailserver.msg.inbound              - <POP Client>
DEBUG 09:39:12,963 [MsgIn    ] <> emailserver.msg.inbound              - <POP Client 2>
DEBUG 09:39:12,963 [MsgIn    ] <> emailserver.msg.inbound              - MsgIn: Ended clients:
DEBUG 09:39:12,963 [MsgIn    ] <> emailserver.msg.inbound              - <POP Client>
DEBUG 09:39:12,963 [MsgIn    ] <> emailserver.msg.inbound              - Ended task POP Client to be rescheduled in 5000ms.
INFO  09:39:17,974 [MsgIn-0  ] <POP_Client> emailserver.msg.inbound              - Running inbound messaging client.
[b]ERROR 09:39:18,019 [MsgIn-0  ] <POP_Client> emailserver.msg.inbound              - Invalid corporate E-mail Server host  : cannot connect to POP3 server KOPSNFM01A.corpnet2.com on port 110.[/b]DEBUG 09:39:18,034 [MsgIn-0  ] <POP_Client> emailserver.msg.inbound              - Inbound messaging client finished.
DEBUG 09:39:18,035 [MsgIn-0  ] <POP_Client> emailserver.msg.inbound              - added task POP Client in ended Clients
DEBUG 09:39:18,035 [MsgIn    ] <> emailserver.msg.inbound              - MsgIn: Clients defined in ConfigServer :
DEBUG 09:39:18,036 [MsgIn    ] <> emailserver.msg.inbound              - <POP Client>
DEBUG 09:39:18,036 [MsgIn    ] <> emailserver.msg.inbound              - <POP Client 2>
DEBUG 09:39:18,036 [MsgIn    ] <> emailserver.msg.inbound              - MsgIn: Running clients :
DEBUG 09:39:18,036 [MsgIn    ] <> emailserver.msg.inbound              - <POP Client>
DEBUG 09:39:18,037 [MsgIn    ] <> emailserver.msg.inbound              - <POP Client 2>
DEBUG 09:39:18,037 [MsgIn    ] <> emailserver.msg.inbound              - MsgIn: Ended clients:
DEBUG 09:39:18,037 [MsgIn    ] <> emailserver.msg.inbound              - <POP Client>
DEBUG 09:39:18,037 [MsgIn    ] <> emailserver.msg.inbound              - Ended task POP Client to be rescheduled in 5000ms.
DEBUG 09:39:18,222 [TimerTask ] <> emailserver.engine                  - Invoking System garbage collection...
DEBUG 09:39:18,549 [TimerTask ] <> emailserver.engine                  - System garbage collection done.
INFO  09:39:22,833 [InTask-0  ] <> emailserver.engine                  - Firing Inbound event 'RunInboundCycle'.
DEBUG 09:39:22,835 [InTask-0  ] <> emailserver.evthandler.inbound.flow  - Initializing
DEBUG 09:39:22,835 [InTask-0  ] <> emailserver.evthandler.inbound      - Inbound AWE

Title: Re: emails not serving
Post by: René on August 26, 2009, 02:14:27 PM

Kevin,

I'm confused... If your server uses IMAP protocol then you have to specify IMAP protocol in Genesys Email Server Java configuration! You can't mix POP3 with IMAP...

Please check that both mail server hosts - RTPSNFM01A.corpnet2.com, KOPSNFM01A.corpnet2.com - are accessible (ping, telnet) from the host where ESJ runs.

You can try to add option "enable-debug" with value "true" to POP Client section to get debug logging on protocol level. It should work even for IMAP...

R.

Title: Re: emails not serving
Post by: kevin on August 26, 2009, 02:30:26 PM

Rene,

Initially I was using IMAP, but as suggested by catanirex, i changed to POP3 and port as 110 (that too did not work). Also, i am able to ping and do a telnet from the host to those 2 servers KOPSNFM01A.corpnet2.com  and  RTPSNFM01a.corpnet2.com

Attached is the latest email server log.

Title: Re: emails not serving
Post by: cavagnaro on August 26, 2009, 02:46:57 PM

Hi,
Please can you post the following output?
From the Genesys server open a DOS (cmd) command window and type:
telnet mailserver 143

Now your logs shows that it tries to connect to port 110 but your config says 143...are you sure the configuration matches the email server logs?

Title: Re: emails not serving
Post by: kevin on August 26, 2009, 03:09:05 PM

cavagnaro,

sorry for the confusion. That config was from before i have changed the port to 110 and type to IMAP.

Logs are after i have changed port to 110 and POP3. Thats the only change i have done and tested. by the way just got a word from sysadmin that we are using IMAP not POP3 so changed it back to IMAP.

as asked

[quote]bash-2.03$ telnet  RTPSNFM01a.corpnet2.com 143
Trying 143.193.90.61...
Connected to RTPSNFM01a.corpnet2.com.
Escape character is '^]'.
* OK Domino IMAP4 Server Release 7.0.2FP1 ready Wed, 26 Aug 2009 11:08:15 -0400[/quote]

Title: Re: emails not serving
Post by: cavagnaro on August 26, 2009, 03:19:38 PM

Ok, so connectivity is fine.
Now
[quote]
[POP Client 2]
Password=C36CEB56AECC57BE864C7EEF2A9C26ED
MessageDir=/opt/genesys/GCTI6/test/emailserver/mail/inbound
Type=IMAP
LoginProtocol=0
DeleteBigMessage=false
MaximumMessageNumber=500
MaximumMessageSize=5
Server= RTPSNFM01A.corpnet2.com
Mailbox=trb11044
PasswordEncrypted=false
Port=143
Enabled=true
LeaveFilesOnServer=false
SSL=false
DeleteBadFormattedMessage=false
[/quote]

This is how your Email server is configured actually? Under this configuration it should work...if not please post logs again.

Title: Re: emails not serving
Post by: kevin on August 26, 2009, 03:35:44 PM

cavagnaro,

that is how the config is ..

ans it did not workout. Please see the log and config as an attachment. in log please see around 11:29 am

Title: Re: emails not serving
Post by: René on August 26, 2009, 04:08:59 PM

Kevin,

Could you please add the option "enable-debug" with value "true" to your POP Client sections? I'm not sure it will work as documentation mention only POP3/SMTP protocols are supported by maybe it will... It should give us more details about what is wrong...

R.

Title: Re: emails not serving
Post by: René on August 26, 2009, 04:12:57 PM

Kevin,

Sorry, I just found you are using Genesys Email Server Java version 6.5. In that case the name of the option is "debug" and not "enable-debug".

R.

Title: Re: emails not serving
Post by: kevin on August 26, 2009, 04:19:56 PM

Rene,

please find the log and config as an attachment. please see around 12:16:34 pm

Thanks

Title: Re: emails not serving
Post by: René on August 26, 2009, 05:18:27 PM

Kevin,

It seems that debug mode isn't very helpful... :( Haven't been done any changes on mail server side (upgrade to newer version, hotfix applied etc.)? It's really strange that you can connect to mail server using telnet but ESJ isn't able to connect. One question - have you tested connection using telnet under the same account ESJ runs? Have you tried to restart Genesys Email Server Java?

R.

Title: Re: emails not serving
Post by: kevin on August 26, 2009, 05:29:38 PM

[quote]have you tested connection using telnet under the same account ESJ runs? Have you tried to restart Genesys Email Server Java?[/quote]

yup done all those.


It used to work before with same setup. we tested some thing around 8 to 9 months ago. haven't touched since then.

prod is working fine with same config (except the servers are different)

Title: Re: emails not serving
Post by: René on August 26, 2009, 05:37:48 PM

One more thing - any Java update on server where ESJ runs?

You can try to sniff network traffic and check what is happening there. It's really strange...

R.

Title: Re: emails not serving
Post by: kevin on August 26, 2009, 06:18:44 PM

hi Guys,

ESJ connected.

I used Ip address in config instead of host name. and it worked.

[quote]14:09:34,264 [MsgIn-1  ] <POP_Client_2> emailserver.msg.inbound              - Running inbound messaging client.
DEBUG 14:09:34,281 [MsgIn-1  ] <POP_Client_2> emailserver.msg.inbound              - DEBUG: mail.imap.class property exists and points to com.sun.mail.imap.IMAPStore
DEBUG 14:09:34,281 [MsgIn-1  ] <POP_Client_2> emailserver.msg.inbound              - DEBUG: mail.imap.fetchsize: 16384
DEBUG 14:09:34,331 [MsgIn-1  ] <POP_Client_2> emailserver.msg.inbound              - Connected to 143.193.90.61, port = 143.
DEBUG 14:09:34,331 [MsgIn-1  ] <POP_Client_2> emailserver.msg.inbound              - Retrieving nb of unread messages...
DEBUG 14:09:34,340 [MsgIn-1  ] <POP_Client_2> emailserver.msg.inbound              - * OK Domino IMAP4 Server Release 7.0.2FP1 ready Wed, 26 Aug 2009 14:09:33 -0400
A0 CAPABILITY[/quote]

[b]Thank you guys for working on this. [/b]

Title: Re: emails not serving
Post by: Adam G. on August 26, 2009, 07:26:22 PM

Does this mean your hosts file has the wrong entry?