Troubleshooting Steps for EmailService

Steps to troubleshoot issues with the EmailService component, including checking if the Email Job is enabled and successful, ensuring that the Email service and Listener service are up on the component server, and starting the HCL.iAutomate.EmailService service if it is not running.

“Not able to reach the component”

Table 1. Table 73 – EmailService: Scenario 1
Issue Description Error message “Not able to reach the component” appears in Manage Jobs job Log screen of respective Job
Modules Impacted EmailService

Steps to resolve

  1. Go to Manage Jobs and check if the Email Job is enabled and successful. If not, enable it.
Figure 1. Figure 119 – EmailService Troubleshooting
  1. For e.g. –
  • Organization name - NA
  • Job Name - EmailProcessing
  • Component Name - Email Service
  1. Ensure that Email service is up on component server
  2. Ensure that Listener service is up on component server

If Listener is not picking up Email service, then troubleshoot the service. Refer to Troubleshooting Steps for Listener.

The status of ‘EmailProcessing’ job is FAILED

Table 2. Table 74 - EmailService: Scenario 2
Issue Description ‘EmailProcessing’ job is enabled and status of job is FAILED
Modules Impacted EmailService

Steps to resolve

  1. If root cause is ‘Not able to reach the component’ then check if the EmailService service is up or not. For that, go to server where services are installed. Open ‘services’ by pressing win+R, type ‘services.msc’.
Figure 2. Figure 120 – EmailService – Scenario 2
  1. Locate service ‘HCL.iAutomate.EmailService’ and check the status whether it is in running or stopped state.
Figure 3. Figure 121 - EmailService: Scenario 2
  1. If the service is not running, start the service.
  1. To check if EmailService is running properly, load the WSDL file of EmailService. To load the WSDL file of the EmailService, enter the Heartbeat URL (http://serverip:port_for_ EmailService /EmailService/) for EmailService on browser. You can find this URL in the config file of EmailService by performing below steps:
  1. Click Win+R. Type services.msc and click OK.
Figure 4. Figure 122 - EmailService: Scenario 2
  1. Locate HCL.iAutomate.EmailService. Right Click on service (HCL.iAutomate.EmailService), and click on Properties. Copy Path to Executable as shown below.
Figure 5. Figure 123 - EmailService: Scenario 2
  1. Open the selected folder. Locate HCL.iAutomate.EmailService.Service.Host.exe.config file.
  2. Open this config file in Notepad and search for key ‘ServiceHostURL’. The value corresponding to this key is the heartbeat URL.
  1. Paste the URL on the browser. If following page appears, it means service is not running or there is some issue with EmailService.
Figure 6. Figure 124 - EmailService: Scenario 2
  1. If the following WSDL gets loaded, it means that the service is running as expected.
Figure 7. Figure 125 - EmailService: Scenario 2
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