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| - | '''Primary steps'''
| + | :* [[Retriever issues]] |
| | + | :* [[Workflow issues]] |
| | + | :* [[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]] |
| - | '''Monitoring - Instance Level Information'''
| + | [[Category:Unified Contact Center Enterprise]] |
| - | | + | [[Category:Unified ICM/CCE & Hosted, Release 7.5]] |
| - | :* 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). | + | [[Category:Unified CCE, Release 8.0]] |
| - | :* 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. | + | |
| - | | + | |
| - | '''Last Run Time much lesser than Current Time'''
| + | |
| - | :* Rx instance hung due to problematic E-Mail or Rx has connection problems. | + | |
| - | :* 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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