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Email monitoring in ServiceDesk fails with error: "Process: Email Monitor Exception Component: Get List of POP Messages Exception Message: -ERR Error. The system was unable to log  

Mar 14, 2011 06:11 PM

The email monitoring in ServiceDesk stops working. All settings in Admin > Data > Application Properties seem correct and have not been changed.

The error "Process: Email Monitor  Exception Component:Get List of POP Messages  Exception Message: -ERR Error. The system was unable to log <email address> in" occurs in the logs. This is how this will appear in the logs:

Error,Monday, March 14, 2011 11:20:43 AM,Process: Email Monitor  Exception Component:Get List of POP Messages  Exception Message: -ERR Error. The system was unable to log servicedesk@domain.com in.   Exception Stack Trace: Quiksoft.EasyMail.POP3.POP3AuthenticationException: -ERR Error. The system was unable to log servicedesk@domain.com in. at Quiksoft.EasyMail.POP3.POP3.Login(String Account, String Password, AuthMode AuthMode) at LogicBase.Components.Pop3.Pop3ListComponent.DoRun(String user, String pwd, String server, Int32 port, Boolean useSSL, IData data) at LogicBase.Components.Pop3.Pop3AbstractComponent.Run(IData data) at LogicBase.Core.ExecutionEngine.MultiPathProcessComponentExecutionDelegate.Execute(IData data, IOrchestrationComponent comp, String& outputPath, IExecutionEngine engine, TLExecutionContext context) at LogicBase.Core.ExecutionEngine.AbstractExecutionEngine.DoRunComp(IOrchestrationComponent comp, IData data, TLExecutionContext context) 

The error in the ServiceDesk logs is actually relayed from the Exchange server. ServiceDesk is utilizing the credentials supplied to it to authenticate to the Exchange server, and that authentication is failing. 

This should be resolvable by resetting the password for the mailbox account. To test and see if this is indeed the issue, you may use telnet. Here is how:

1. Open a command window and type in the following and press Enter:

telnet mail.server 110

Note: Replace mail.server with the name of your Exchange server, and 110 with the port you use (110 is default for non-SSL POP3).

It should respond with:

Trying ???.???.???.???...
Connected to mail.domain.ext.
Escape character is '^]'.
+OK ready

2. Type in the following and press Enter:

USER username

It should reply with:

+OK Password required for userName.

3. Type in the following and press Enter:

PASS password

It should respond with something similar to this:

+OK userName has 0 messages

If you received failure for any of the above steps, this is an authentication issue. You will need to have the password reset for the account.  



The error "Process: Email Monitor  Exception Component:Get List of POP Messages  Exception Message: -ERR Error. The system was unable to log <email address> in" occurs in the logs. This is how this will appear in the logs:

Error,Monday, March 14, 2011 11:20:43 AM,Process: Email Monitor  Exception Component:Get List of POP Messages  Exception Message: -ERR Error. The system was unable to log servicedesk@domain.com in.   Exception Stack Trace: Quiksoft.EasyMail.POP3.POP3AuthenticationException: -ERR Error. The system was unable to log servicedesk@domain.com in. at Quiksoft.EasyMail.POP3.POP3.Login(String Account, String Password, AuthMode AuthMode) at LogicBase.Components.Pop3.Pop3ListComponent.DoRun(String user, String pwd, String server, Int32 port, Boolean useSSL, IData data) at LogicBase.Components.Pop3.Pop3AbstractComponent.Run(IData data) at LogicBase.Core.ExecutionEngine.MultiPathProcessComponentExecutionDelegate.Execute(IData data, IOrchestrationComponent comp, String& outputPath, IExecutionEngine engine, TLExecutionContext context) at LogicBase.Core.ExecutionEngine.AbstractExecutionEngine.DoRunComp(IOrchestrationComponent comp, IData data, TLExecutionContext context) 

  

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Migration User
Mar 14, 2011 06:39 PM

We had many ( it got to the point it was once a day... ) cases where an email would come in to our MS pop server ( the free one that comes with windows, not exchange ) and the mail feeder would hang trying to read it, effectively locking the mailbox to any access. This did NOT happen with v6 using the same pop server, ever.

I assume the feeder timed out eventually as on the next poll you would get what seemed to be a authentication error in the logs like above since the mail box was 'busy' and it wasn't smart enough to know the difference between a true login failure and this 'busy' error. ( trying to telnet to it manually would give a different, more useful error )

I never could find a pattern of what in the email would cause it to hang the mailbox, but once the offending message was removed from the mail Q, and the POP service restarted things would work again.  The mail message ( or attachment ) was not corrupt as outlook express would read the 'bad' message just fine ( as well as just reading it via notepad directly from the Q ).

Rather annoying situation when you cant rely on your incoming mail feeder to actually work reliably. In our case 2/3 of our tickets come in this way ( about 700 a day ), via various automated systems so it was a HUGE deal when it would fail like this. We had to setup a completely separate monitoring system just to babysit what should have been a non-issue, increasing the nearly constant maintenance of SD.

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