Support Article

Email listener hangs while processing emails in production



Every so often, an email listener seems to stop processing emails and just hangs while new emails come in and pile up. This email listener creates a work object from the email, attaches the PDF attachments from the email to the case and then sends a thank you reply email. After stopping the listener and restarting it, it works for varying periods of time before the issue occurs again.

Error Messages

Not Applicable

Steps to Reproduce

Not Applicable

Root Cause

A defect or configuration issue in the operating environment. After enabling debug on, it was noticed that the email listener was 'hanging' when processing attachments. Attachments 1MB and over were taking 3+ minutes to process and the larger the attachment the longer the processing time, going upwards of 2 hours. At this point, it was determined that the table containing the attachments had recently been purged of about half of the contents.


Make the following change to the operating environment: After a reorg was performed on the attachment table, the email listener seemed to stop hanging, though there were lingering issues of attachments taking a long time to process. To address this, the following Dynamic System Setting was added to improve attachment processing performance:

Owning RuleSet: Pega-IntSvcs
Purpose: email/fetchsize
Value: 1024000

Published May 3, 2017 - Updated May 5, 2017

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