This knowledge article may contain information that does not apply to version 21.05 or later which runs in a container environment. Please refer to
Article Number 000385088 for more information about troubleshooting BMC products in containers.
Legacy ID:KA333551
Note: You need to know the current Remedy Application Service Password.
Main reasons why the Application Service Password is updated in the E-mail Engine will be because it was changed or reset in AR System.
For this follow below steps for Windows and Unix environment.
For UNIX:
Update the Application password in the EmailDaemon.properties file using the following method:
a) Stop Email Engine service.
b) Remove the Encrypted password from the EmailDaemon.properties file and save the file.
Locate the following line:
com.bmc.arsys.emaildaemon.<ARS_NAME>.Password=[encrypted_application_service_password]
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Example:
com.bmc.arsys.emaildaemon.My_ARServer.Password=9lLKqlcZ0MEjr3Fcaya9Cji5GlGjrs3vQhD0fzf24RHT2ZfLwwmkl+w1QCmMfp+vvhpoBjafYgaVypvMV7i/xgoVZYng\=\=
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After removing the encrypted password it will look like this:
com.bmc.arsys.emaildaemon.My_ARServer.Password=
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c) Open the startup emaild.sh script file in a text editor (vi).
d) Append the following statement to the end of the line that starts the email engine:
exec${JAVA_BIN}/java -Djava.library.path=${InstallPath} -cp ${CP_PATH}com.remedy.arsys.emaildaemon.EmailDaemon -d ${InstallPath} -p [application_service_password] >${LogFile} 2>&1
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Example:
echo "BMC Remedy Email Engine has started"
exec ${JAVA_BIN}/java ${JAVA_OPTS} -Djava.library.path=${InstallPath} -Duser.dir=${InstallPath} -Demail.console.output=false -cp ${CP_PATH} \ com.bmc.arsys.emaildaemon.EmailDaemon -d ${InstallPath} -p ar#system# >${LogFile} 2>&1
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e) Execute the script, which updates the system with the correct password by applying the changes to the EmailDaemon.properties file. The password is now in an encrypted form in the file and in the Email.log file the following will be captured. Notice the last line in the sample below.
<EML> /* Wed Aug 01 2018 08:48:34.860 */ Application has started Version: 9.1.02 201611252320
<EML> /* Wed Aug 01 2018 08:48:34.860 */ Using RMI Port 1100
<EML> /* Wed Aug 01 2018 08:48:34.860 */ Using JRE: 1.8.0_45
<EML> /* Wed Aug 01 2018 08:48:34.860 */ Password has been changed, restart Email Engine to take effect
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f) Edit the emaild.sh script again, remove the server name and password parameters and restart the arsystem service
For Windows :
a) Stop the Email engine service from the services console.
b) Open the EmailDaemon.properties file the default location is in installation directory of the email engine.
c) Remove the Encrypted password from EmailDaemon.properties and save the file.
Locate the following line:
com.bmc.arsys.emaildaemon.<ARS_NAME>.Password=[encrypted_application_service_password]
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Example:
com.bmc.arsys.emaildaemon.My_ARServer.Password=9lLKqlcZ0MEjr3Fcaya9Cji5GlGjrs3vQhD0fzf24RHT2ZfLwwmfpUJ5wMETxtahtVb/UQZBgaVypvMV7i/xgoVZYng\=\=
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After removing the encrypted password it will look like this:
com.bmc.arsys.emaildaemon.My_ARServer.Password=
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d) Go to the installation directory of the Email Engine and open the emailstart.bat file in notepad.
e) At the end of the file after emaildaemon.EmailDaemon: –p <Application service password>
Example:
"%JavaPath%\java" "%JAVA_OPTS%" -cp emaildaemon.jar;.;log4j-1.2.14.jar;arapi%LIBVER%.jar;arutil%LIBVER%.jar;activation.jar;mail.jar;imap.jar;smtp.jar;pop3.jar;armapi%LIBVER%.jar
;com.bmc.arsys.companion.client-%OSGI_BUNDLE_VER%-SNAPSHOT.jar;com.bmc.arsys.companion.remote-%OSGI_BUNDLE_VER%-SNAPSHOT.jar;
com.bmc.arsys.messaging.client-%OSGI_BUNDLE_VER%-SNAPSHOT.jar;activemq-all-5.10.0.jar com.bmc.arsys.emaildaemon.EmailDaemon %* -p "<plain_text_password>"
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Example:
"%JavaPath%\java" "%JAVA_OPTS%" -cp emaildaemon.jar;.;log4j-1.2.14.jar;arapi%LIBVER%.jar;arutil%LIBVER
%.jar;activation.jar;mail.jar;imap.jar;smtp.jar;pop3.jar;armapi%LIBVER%.jar;com.bmc.arsys.companion.client-%OSGI_BUNDLE_VER%-
SNAPSHOT.jar;com.bmc.arsys.companion.remote-%OSGI_BUNDLE_VER%-SNAPSHOT.jar;com.bmc.arsys.messaging.client-%OSGI_BUNDLE_VER%-SNAPSHOT.jar;activemq-all-5.10.0.jar
com.bmc.arsys.emaildaemon.EmailDaemon %* -p "arsystem"
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f) Open command prompt as administrator and browse to Email engine installation directory and type emailstart.bat and hit enter.
g) On the console it will show you message stating to restart the Email Engine. Notice the last line in the sample below.
C:\Program Files\BMC Software\ARSystem\AREmail>echo off
<EML> /* Fri Aug 03 2018 09:37:23.538 */ Application has started Version: 9.1 03.001 201708171714
<EML> /* Fri Aug 03 2018 09:37:23.538 */ Using RMI Port 1100
<EML> /* Fri Aug 03 2018 09:37:23.538 */ Using JRE: 1.8.0_92
<EML> /* Fri Aug 03 2018 09:37:23.538 */ Password has been changed, restart Email Engine to take effect
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h) Open EmailDaemon.properties file and check if password is in the encrypted format or not.
i) Close the Command prompt session and edit again the emailstart.bat file to remove the -p "password" command and save the file.
j) Then start email engine service in services console. The Email.log should now show something similar to this:
Example:
<EML> /* Fri Aug 03 2018 09:41:23.102 */ Checking connection to server: {AR_Server_Name} ...
<EML> /* Fri Aug 03 2018 09:41:23.102 */ Application has started Version: 9.1 03.001 201708171714
<EML> /* Fri Aug 03 2018 09:41:23.102 */ Using RMI Port 1100
<EML> /* Fri Aug 03 2018 09:41:23.102 */ Using JRE: 1.8.0_92
<EML> /* Fri Aug 03 2018 09:41:24.229 */ Successfully connected at 03-Aug-2018 09:41:24
<EML> /* Fri Aug 03 2018 09:41:27.102 */ Email Engine asserting waiting state for provider:[com.bmc.arsys.emaildaemon://outgoing/{Mailbox_Name}]
<EML> /* Fri Aug 03 2018 09:41:27.102 */ Email Engine asserting waiting state for provider:[com.bmc.arsys.emaildaemon://incoming/{Mailbox_Name}]
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Additional Information
Documentation: E-mail Engine - EmailDaemon.properties file
Documentation: RApp Password form
Remedy - Server - How to change/reset the Remedy Application Service Password