We too have had issues with various versions over the years with 7.5 being the worst. We have an escalation form where we keep "service" type escalations. We have a control records and an escalation that fires every 10 minutes and does a set fields on that record where:
'Send Message' = "Yes" AND 'Create Date' > $TIMESTAMP$ - 60 * 60 AND 'Create Date' <= $TIMESTAMP$ - 60 * 11 If there is a match the 'Email ID' from one record is set in a field and our process runs to restart the service. The process is a batch file that writes to a log, stops the service, cleans up some temp email engine, pauses and restarts the email engine. It works so well we have forgotten it there is a problem still. Looking at the log we can go a days without issue and some days it restarts throughout the day. We definitely see more restarts on busier days. Here is the content of the batch: ******************** @Echo Off Rem Stops and starts Email engine if messages are not being sent on a timely basis echo ***** %date% %TIME% -- Email Engine stopped sending emails, restarting >> "D:\Logs\EmailEngine.log" net stop "BMC Remedy Email Engine - OURSERVERNAME 1" >> "D:\Logs\EmailEngine.log" c: cd "C:\Users\ServiceAccountName\AppData\Local\Temp\" @Echo Deleting temp files in C:\Users\ServiceAccountName\AppData\Local\Temp\ >> "D:\Logs\EmailEngine.log" del AT*.tmp email*.eml email*.txt email*.rtf chk*.tmp email*.html red*.tmp email*.msg red*tmp E*_*.tmp rem the ping is just a pause to allow previous task to finish ping 1.0.0.0 -n 1 -w 5000 >NUL net start "BMC Remedy Email Engine - OURSERVERNAME 1" >> "D:\Logs\EmailEngine.log" ******************** Jason On Tue, Mar 29, 2011 at 7:53 AM, strauss <stra...@unt.edu> wrote: > ** > > You won’t like the answer, but our 7.1.00.002 server has experienced random > hangs of the MAPI email system since it went live in May 2008, with an > Incident opened in June 2008 that was NEVER RESOLVED. Also on Windows 2003 > x64, with Outlook 2007 SP1 connecting to Exchange 2007, with archiving set > up to keep the number of sent emails in Exchange down to a month’s worth > (25,000 to 40,000 messages). A nightly escalation moves all Sent mail to an > archive folder, so there is never more than one day’s mail in the Messages > form. Outgoing and incoming mail interval is 3 minutes, which usually keeps > the queue below 60 messages at any given interval. > > > > Over the years since this system went live, support has shipped me > everything they could think of in the way of modified or instrumented email > engines (up to 7.1.00.004), and nothing that they came up with prevented the > three types of errors: > > 1. The aremaild.exe process hangs at over 1200 handles with no errors > generated in messages or logs of any kind (normal is 700 to 800 handles > idle, 1000 to 1300 while processing) > > 2. A java error appears in the Event Log and the service is hung > > 3. A error is logged in an hs_err_pid####.log file in the \Office12 folder, > and the service is hung > > > > In most cases the Windows service is hung and cannot be manually stopped in > a normal fashion – it will stop eventually, but issues a message about not > responding. Rarely, you might have to kill the actual process from the Task > Manager. Also rarely, the service is still running but MAPI processing has > stopped (our patch 4 build writes a mapi.log continuously) and you can > restart the service more or less normally (does not hang while trying to > stop). > > > > I have had problems with the AREmail engine on Windows with MAPI ever since > they switched it to java, it’s just dramatically worse in 7.1. We just live > with it, keeping a query open in a User Tool 24 hours a day where we can see > it for Email messages where Send = Yes, refreshing every 5 minutes, and when > the screen fills (= over 100 messages) we restart the service. A schedule > task runs a batch job three times a day, 5:45 AM, PM, and 11:45 PM that does > a net stop and a net start of the service. I disabled a fourth one at 11:45 > AM because whenever it fired with a lot of messages in the from waiting to > go out, it often hung within the next 15 minutes. > > > > During testing with ARS 7.5 on Windows 2008 R2 we saw even worse problems > with MAPI – the service would not process mail unless you had a console > open, logged in under the account that ran the email service, and you had > started the service from there!! We plan to use SMTP and POP for 7.6.0x; it > seems to work reliably enough, but then so did 7.1 MAPI back in 2008, until > it was put under a normal production load. > > > > Christopher Strauss, Ph.D. > Call Tracking Administration Manager > University of North Texas Computing & IT Center > http://itsm.unt.edu/ > > *From:* Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG] *On Behalf Of *Wangler, Dan > *Sent:* Tuesday, March 29, 2011 8:44 AM > *To:* arslist@ARSLIST.ORG > *Subject:* Email Issue > > > > ** > > Listeners > > > > I have an annoying issue with my email engine. We send out approx 20K > email/day from our ITSM 7.1 system. We started out almost 2 years ago > interfacing with Exchange but, due to the large number of email that we are > generating, we moved to an SMTP server (Barracuda appliance). We were on > the Barrcuda for many months without incident. Then suddenly, the email > engine, while still sending out many email, started randomly hanging. It > takes a recycle of the email engine process to restore service. Inbound > email from Exchange continues to come in. > > > > The Email Engine may work for hours before hanging up or may be as little > as 10 minutes depending on the amount of email in the queue. I may hang up > during peak times but it also hangs during non-peak times. > > > > We switch back to the Exchange Server, but, while it is more reliable than > the SMTP server, it also hangs. > > > > Nothing in the Email Engine logs (I set the java logging to FINER > (com.bmc.arsys.emaildaemon.level > = FINER) indicate anything more than normal email coming and going. > > > > We had SendEmailSetSize = 500. Thinking we were overwhelming the mail > server, we set it down to 50. But, either way, it continues to hang. > > > > Has anyone experienced issues with the Email Engine like this? Are there > any other logs I can look at that may help determine what the Email Engine > is hanging on? Can anyone offer any suggestion that my help resolve this? > > > > We are running on ARServer 7.1 patch 9. We are using JRE:1.6.0_10 on a > Windows 2003 server and MSSQL 2005 Server. > > > > Thanks and regards > > > > [image: cid:image002.jpg@01CBB70A.85738ED0]** > > *Dan Wangler, MHS Remedy Support Team* > > *Science Applications International Corporation* > > MHS Cyberinfrastructure Services (MCiS)** > > *300 Convent St, Ste 1800, San Antonio, TX 78205* > > *210-338-3162 · 972-979-1970 · dan.wangler....@timpo.osd.mil* > > * * > > > > > > _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ > _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
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