Starting the Email Engine service from command prompt using EmailStart.bat file Incoming Emails are getting processed but not when using the Windows Services console. The email.log shows: ............... */ Attempting to Login to incomming mailbox , MailBox Name = incoming/<Incoming MailBox Name Configured in AR System Emailbox Configuration form> */ Could not connect to Email Profile Name :{Profile_Name} . Email ID: */ Microsoft Exchange is not available. Either there are network problems or the Exchange server is down for maintenance. . Email ID: */ *****Receiver [Thread[AGGAA5V0FWQ50AMZTLSEB6W3RQBTUV,5,Receiver Module]] Attempt : 1 failed to open a store will retry after one minute. ............... |
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. 1. Make sure you have the following 32 bit Email Engine libraries in the <install dir>ARSystem\AREmail directory: aremaild.exe emaild.exe * These two files can be obtained/extracted from the ARSystemSuiteKit installer. If you no longer have the installer or need assistance in locating the files within the zipped file, please contact BMC Support. 2. Check whether you are using correct 32 bit JRE path in the system. a. They Email Engine registry key
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\BMC Remedy Email Engine - <your server name>\Parameters
b. Also, be sure to update any of the test utilities, testemail.bat or emailstart.bat to ensure they also are pointing to the correct 32 bit java
c. For more details and instruction on switching from 64 bit JAVA to 32 bit JAVA, see KA 000276279 Remedy - Email Engine - How to configure the EE using 64-bit Java to use the MAPI protocol with 32-bit Java? Includes video 3. Grant the domain user MAPI email account the Advanced User Rights on the system running the AR System Email Engine. These two rights are: 1. Act as part of the operating system
2. Log on as a service a. On the system where you are installing the Email Engine go to:
Administrative Tools > Local Security Policy
i. In the Local Security Policy console expand Local Policies
ii. Highlight User Rights Assignment iii.In the Policy column double click on Act as part of the operating system, click the Add button to add the MAPI domain account you will be using for the Email Engine. 4. Check to be sure the following .dll files exist in C:\Windows\System32 and C:\Windows\SysWOW64
In some cases, it may be required to copy the dlls into the AREmail install folder. If you verified the files already exist or you have copied any missing files into the C:\Windows\System32 and C:\Windows\SysWOW64 directories and are still encountering the "Could not connect to Email Profile Name :{Profile_Name} . Email ID:" error, then try copying the dlls to the AREmail directory as well. Note: If the .dll files do not exist you can copy the files from another environment with the same version or from Mid-Tier folder ....\BMC Software\ARSystem\midtier\WEB-INF\lib If after performing this steps you are still facing an issue , please open a case with BMC support. |