How to troubleshoot a problem with the Email Engine via debug logs? |
This knowledge article may contain information that does not apply to version 21.05 or later which runs in a container environment. Please refer to Article Number 000385088 for more information about troubleshooting BMC products in containers. To gather the Email Engine logs for AR 8x, please refer to the link below: Remedy - Email Engine - How to enable DEBUG Email Engine Logs in v8.x Please perform the following steps for AR 9x: 1. Open the Centralized Configuration tool from the AR System Administration Console. From the Home page, Choose the AR System Administration menu item and choose AR System Administration Console
Once the console opens, choose General and then Centralized Configuration 2. Select the appropriate Email Engine Component from the Component Name menu. From the menu, you will select com.bmc.arsys.emaildaemon and then your server name on which the eMail Engine is running
You will see the configuration settings for the eMail Engine on that server 3. By default, com.bmc.arsys.emaildaemon.ARSystemHandler.level is set to OFF. This setting controls the information that goes into the AR System Email Error Logs form.
You can set it to any of the following values:
It is recommended that you use the SEVERE setting unless a verbose setting is required. The com.bmc.arsys.emaildaemon.level controls the level of logging that goes into the email.log file in the <emailEngineInstallDir>/AREmail/Logs directory. The stderr.log and stdout.log files are not used. The default setting is SEVERE but can be set to any of the following values:
Additional information: https://docs.bmc.com/docs/display/public/ars91/BMC+Remedy+Email+Engine+logs https://docs.bmc.com/docs/display/public/ars91/Configuration+settings+C-D 4. Setting the Email Engine in Debug mode: Debugging the BMC Remedy Email Engine on Windows - https://docs.bmc.com/docs/display/public/ars91/Debugging+the+BMC+Remedy+Email+Engine+on+Windows
Debugging the BMC Remedy Email Engine on UNIX - https://docs.bmc.com/docs/display/public/ars91/Debugging+the+BMC+Remedy+Email+Engine+on+UNIX
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