Support Article

Agent is not working properly



User has restarted agents manually after and since then all agents are working fine except for the below agent.
  • Agent: Pega-ProCom
  • Description: Pega-ProCom: Correspondence, SLA events, & Bulk Processing (@baseclass.Email_CheckIncoming)

Error Messages

Exception at 20160630T150117.803 GMT: Database-General There was a problem opening a database instance DATA-ADMIN-OPERATOR-ACCESSGROUP PEGARULES:AGENTS 17002 08006 IO Error: Connection reset From: (B26797092C7B678BF95BB92DF51E4014B) SQL: select pzPVStream from pr_data_admin where pzInsKey = ? SQL Inserts: <DATA-ADMIN-OPERATOR-ACCESSGROUP PEGARULES:AGENTS> Caused by SQL 

Steps to Reproduce

Go to Tools > System Management Application (SMA).

Root Cause

A defect in Pegasystems’ code or rules disabling of agent is a part of the ‘Email_CheckIncoming’ activity. Agent is disabled, once it finds there is no Email account to process with type ‘receive’.


The Email_CheckIncoming is deprecated in PRPC version later than 5.4, since in versions like PRPC 6.3 SP1 or other 6.x versions Email Listener is used instead of using agent to check incoming emails.

Published July 21, 2016

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