Troubleshooting Email

Last Updated : Jan 31, 2023 |

Common issues

The following table lists common issues related to Email, and how to troubleshoot these issues:

Issue Description

Cause

Action

New emails not being processed. The Email Manager logs show the following error: SERVICE IMPACTING EVENT

The number of new emails is exceeding the Max Active Emails setting configured in the Omnichannel Administration Utility.

Increase the Max Active Emails setting, or reduce the number of new emails in the backlog.

Chat transcripts are not being sent to the customer.

Chat headers are not defined.

  1. Ensure that the correct email address is entered on the Web interface.

  2. Ensure that there is a default chat transcript header configured in the OCP Administration tool.

Connecting to Microsoft Exchange results in failed authentication. The Email Manager logs show the following error: javax.mail.AuthenticationFailedException

POP3/IMAP can occasionally stop working on Microsoft Exchange.

Check for username issues, and if Exchange expects the username to be the email address.

  1. Access the Exchange server using SSH or Telnet.

  2. Open the Exchange Management Shell, and then run the following commands:

    • Get-ServerComponentstate -Identity odl-exchange

    • Set-ServerComponentState -Identity odl-exchange -Component PopProxy -Requester HealthAPI -State Active

    • Set-ServerComponentState -Identity odl-exchange -Component ImapProxy -Requester HealthAPI -State Active

    • Get-ServerComponentstate -Identity odl-exchange

  3. Ensure that the mailbox name is configured correctly in the OCP Administration tool.

When using Gmail, certificate-related errors appear similar to the following:

unable to find valid certification path to requested target
When you connect to Office365 it displays the following error: 
java.net.SocketTimeoutException

The certificate has expired, or the full certificate chain was not imported.

This issues occurs because there is no access to the following locations from:

  • outlook.office365.com

  • smtp.office365.com

  • graph.microsoft.com

  1. Export and save the CA certificate for your Gmail account.

  2. Import the certificate:

    • On the System Manager web console, click Services > Inventory > Manage Elements.

    • Select the OCP node and select Manage Trusted Certificates from the More Actions drop-down list.

    • Click Add.

    • Click Choose File and browse to the location of the CA certificate.

    • Click Open.

    • Click Retrieve Certificate.

    • Click Commit.

    • Restart the OCP node.

Disable CRL and then reboot all the clusters.

Incoming or outgoing emails stop working with the following error:

No issuer certificate for certificate in certification path found.

The mail provider issued a new certificate because the old one expired or is close to expiring.

  1. Identify the IP address of your mail server.

  2. Import the certificate using TLS:

    • On the System Manager web console, click Services > Inventory > Manage Elements.

    • Select the OCP node and select Manage Trusted Certificates from the More Actions drop-down list.

    • Click Add.

    • Click Import using TLS.

    • In the IP Address field, add the IP address of the mail server.

    • In the Port field, add the port number of the email protocol the mail server uses.

    • Click Retrieve Certificate.

    • Check the expiry date and compare with the current certificates to verify the certificate is newly issued.

    • Click Commit.

    • Restart the OCP node.

New incoming email contacts are not coming from configured Microsoft Office365 mailbox.

Microsoft Office365 mail servers cannot be reached.

Ensure that:

  1. Office365 mail servers can be reached from the network where Avaya Oceana® OCP Avaya Breeze® platform nodes exist.

  2. Mail servers configured using OCP Administration tool have correct encryption option and port number set as mentioned in the Microsoft Office365 documentation.

  3. Install Office365 certificates, including root and intermediate root certificates on each Avaya Oceana® OCP cluster Avaya Breeze® platform node. You must reboot the OCP cluster or re-install EmailService after installing certificates.

O365 mailbox may produce the java.security.cert.CRLException: Empty input error in logs or in inbox statistics.

O365 fails to get the OAuth access token because CRL is enabled.

  1. Log on to Avaya Aura® System Manager.

  2. Navigate to Global > Revocation Configuration.

  3. In the Certificate Revocation Validation field, select NONE.

  4. Click Commit.

  5. Reboot all servers.

An attempt to get access token fails. The following error displays:

401: Unauthorized

  • Either the user's credentials are not valid or the user is not authorized to get access tokens.

  • OAuth certificate expired.

Ensure that the correct details are configured in the OCP Administration tool:

  • OAuth credentials: Secret or Certificate store details

  • OAuth certificate terms.

An attempt to get access token fails. The following error displays:

400: Bad request

  • The user's credentials are not valid.

  • The token access request has incorrect parameters.

  • OAuth certificate expired.

Ensure that you correctly configure the following details in the OCP Administration tool:

  • OAuth Client ID

  • Scopes

  • Token uri

  • OAuth certificate terms.

An attempt to get access token fails.

Issues other than the two mentioned above are logged in the following error report:

[M:executeGetAccessTokenRequest][T:null]. Failed to get access token

Check and resolve the issues in:

[M:executeGetAccessTokenRequest][T:null]. Failed to get access token

If you use MS graph to connect to MS Office365, you may find that the outbound email which you sent, is in the draft folder.

The outbound email gets sent to the destination address. MS Office365 has mail duplication issue.

Check the draft folder and manually clean old draft emails, that is, emails older than three or more days.

You cannot delete an email template through Control Manager.

The email template is still assigned to a partition. You cannot delete the template unless you unassign the template from the partition.

  1. On the Control Manager web portal, navigate to the Groups tile, or search for Groups in the global search.

  2. In the Entity Assignment tab, check the Email Template Group nodes in the listed partitions for the email template that you want to delete.

  3. Click Unassign for the email template to unassign the template from the partition.

Avaya Oceana® cannot send email if the TO field contains incorrect or unresolvable Microsoft Office365 mailbox addresses. The Email Manager logs show the following error: com.sun.mail.smtp.SMTPAddressFailedException: 550 5.7.54 SMTP; Unable to relay recipient in non-accepted domain

Exchange Server is not configured to handle incorrect addresses.

  1. On your Exchange Server, navigate to Exchange admin center.

  2. In the navigation pane, click mail flow.

  3. Click accepted domains.

  4. To accept all domains, add * to the domains list. You can also add specific domains to the list.

The following exception message displays in the EmailService processing unit (PU) logs, indicating that EmailService cannot connect to a mailbox:

_javax.mail.MessagingException: Connect failed
at com.sun.mail.pop3.POP3Store.protocolConnect(POP3Store.java:219)
at javax.mail.Service.connect(Service.java:366)
at com.avaya.ocp.emailcommon.mail.hostaccess.services.MailStore.performOpen(MailStore.java:538)
at com.avaya.ocp.emailcommon.mail.hostaccess.services.MailStore.open(MailStore.java:396)
at com.avaya.ocp.emailcommon.mail.hostaccess.threadpool.WorkerThread.executeRetrieve(WorkerThread.java:194)
at com.avaya.ocp.emailcommon.mail.hostaccess.threadpool.WorkerThread.executeRequest(WorkerThread.java:157)
at com.avaya.ocp.emailcommon.mail.hostaccess.threadpool.WorkerThread.run(WorkerThread.java:108)
Caused by: javax.net.ssl.SSLHandshakeException: Remote host closed connection during handshake
at sun.security.ssl.SSLSocketImpl.readRecord(SSLSocketImpl.java:994)
at sun.security.ssl.SSLSocketImpl.performInitialHandshake(SSLSocketImpl.java:1367)
at sun.security.ssl.SSLSocketImpl.startHandshake(SSLSocketImpl.java:1395)
at sun.security.ssl.SSLSocketImpl.startHandshake(SSLSocketImpl.java:1379)
at com.sun.mail.util.SocketFetcher.configureSSLSocket(SocketFetcher.java:626)
at com.sun.mail.util.SocketFetcher.createSocket(SocketFetcher.java:400)

This connection attempt fails when you set an incorrect TLS version on the Services tab. The correct version is TLS 1.2.

  1. Click the Services tab in Cluster Editor.

  2. In the Assigned Services section, select TLS 1.2 in the Select TLS Version for Selected Snap-ins list.