Retriever, Workflow, and Dispatcher issues

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'''Primary steps'''
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:* [[Retriever issues]]
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:* [[Workflow issues]]
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:* [[Dispatcher issues]]
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:* Retriever (Rx) process and instance(s) running? (check from Unified EIM / Unified WIM System Console)
 
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:* Check validity of alias details. Try to telnet to POP3 server using the following command (110 is the POP3 port number) and input alias credentials at login prompt: telnet <server name> 110
 
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[[Category:Unified Contact Center Express]]
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'''Monitoring - Instance Level Information'''
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[[Category:Unified Contact Center Enterprise]]
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[[Category:Unified ICM/CCE & Hosted, Release 7.5]]
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:* Last Run Time less than Start Time in System Monitor? (see Unified EIM / Unified WIM System Console User Guide for steps to create a monitor).
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[[Category:Unified CCE, Release 8.0]]
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:* Retriever instance(s) may have hung. Check <Unified EIM / Unified WIM Install Dir>/logs/rx-process.log and <Unified EIM / Unified WIM Install Dir>/logs/eg_log_<server_name>_rx-process.log for JAVA exceptions and time-out messages.
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'''Last Run Time much lesser than Current Time'''
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:* Rx instance hung due to problematic E-Mail or Rx has connection problems.
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:* Rx instance crashed due to some error viz. OutOfMemoryError. Check <Unified EIM / Unified WIM Install Dir>/logs/eg_log_<server_name>_rx-process.log and <Unified EIM / Unified WIM Install Dir>/logs/eg_log_<server_name>_rx-process.log for string ‘Instance failed’.
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'''Monitoring - Alias Level Information'''
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:* Check <Unified EIM / Unified WIM Install Dir>/logs/rx-process.log and <Unified EIM / Unified WIM Install Dir>/logs/ eg_log_<server_name>_rx-process.log for alias related errors such as login failures, alias being inactive/disabled, etc. Search for occurrences of the string “RETRIEVER”
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'''''Monitoring - Alias Level info'''''
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:* '''Alias state'''
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:** Inactive
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:** Login Failed
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:*** Authentication failure
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:** Disabled
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:*** Mail.Retriever.RetryCount preference
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:*** 'Repeated Authentication Failure. Alias disabled‘ error in logs
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:*** Modify alias and save. Process restart is not required
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:** Connection Failed
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:*** Wrong server name or port mismatch
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:*** Mail server may be down
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:*** POP3 or IMAP service may not be running
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:*** Connection between services server and mail server may be a problem – check using telnet client
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Revision as of 07:50, 24 February 2011

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