AR System Server- Email Engine Not Processing Incoming Mails

Knowledge Article

Article Number

000279578

Old Article Number

000145160

Article Type

Solutions to a Product Problem

Title

AR System Server- Email Engine Not Processing Incoming Mails

Summary

Incoming emails are not getting processed after migration to MS Office 365

Product

Remedy AR System Server

Component

AR System Server

Applies to

AR System Email Engine 9.x and above

Problem

Incoming emails are not getting processed after migrating the Exchange Server to MS Office 365.
When running the Email Engine from the Services Console, a check of the email.log does not show any errors.

However, running the email process manually from the command line with the DEBUG option (-Dmail.debug=true) the following error information was presented in the session:

<SEVERE > <LoggingModule> <MBConnection.java:486> /* Wed Nov 15 2017 04:53:24.335 */ Could not connect to :
<SEVERE > <LoggingModule> <MBConnection.java:487> /* Wed Nov 15 2017 04:53:24.335 */ MAPILogonEx Failed - Unable to login to MAPI

Cause

Exchange Server was migrated to MS Office 365. This issue occurs when the name of the pre-migration Autodiscover server is cached in the Outlook profile in the registry.

Solution

When migrating Exchange to MS Office 365, it can cause the local MAPI Profile to not work. This is known issue from Microsoft.

The following resolution for this known issue is provided by Microsoft:

After your mailbox is migrated to Office 365, you may experience the following issues:
- Outlook cannot connect to Exchange Server.
- You cannot use features such as Out of Office, meeting availability, mail tips, the online archive, or any other web services feature that relies on Autodiscover.
You receive the following error message when you open Outlook:
- Outlook cannot log on. Verify you are connected to the network and are using the proper server and mailbox name. The Microsoft Exchange information service in your profile is missing required information. Modify your profile to ensure that you are using the correct Microsoft Exchange information service.

Resolution: Create a new Outlook profile

Exit Outlook.
In Control Panel, click or double-click Mail.
- Note To locate the Mail item, open Control Panel, and then in the Search box at the top of window, type Mail. In Control Panel in Windows XP, type Mail in the Address box.
Click Show Profiles.
Click Add.
Type a name for the profile, and then click OK.
Follow the Add Account wizard to add your email account. When you're done, click Finish.
In Mail, make sure that Always use this profile is selected, and then select your new profile name from the list.

8. Click OK.

For more information, refer to the following Microsoft article: After migration to Office 365, Outlook doesn't connect or web services don't work

NOTE: There are two different solutions shared by Microsoft, in this knowledge article of BMC we are giving only one resolution. For other resolution please consult with you system/Exchange Admin.

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