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Support Article

PRPC EMAIL Listener terminates with an error condition

SA-9483

Summary



You, as an application developer, monitoring the Pega logfile observe that occasionally, the PRPC EMAIL Listener terminates with an error condition. The error is observed in PRPC log.

Error Messages



015-04-09 16:44:37,321 [ EMAIL-Thread-33232] [ STANDARD] [ PRDP:01.01.01] ( services.email.EmailListener) ERROR EMAIL.CDREmailListener.CDREmailServer CDROperator - Unexpected
javax.mail.MessagingException: * BYE JavaMail Exception: java.net.SocketTimeoutException: Read timed out;
nested exception is:
com.sun.mail.iap.ConnectionException: * BYE JavaMail Exception: java.net.SocketTimeoutException: Read timed out
at com.sun.mail.imap.IMAPFolder.open(IMAPFolder.java:944)
at com.pega.pegarules.integration.engine.internal.services.email.EmailListener.emailConnect(EmailListener.java:1336)
at com.pega.pegarules.integration.engine.internal.services.email.EmailListener.oneIteration(EmailListener.java:949)
at com.pega.pegarules.integration.engine.internal.services.email.EmailListener.run_(EmailListener.java:917)
at com.pega.pegarules.integration.engine.internal.services.listener.ServiceListenerBaseImpl.run(ServiceListenerBaseImpl.java:445)
at java.lang.Thread.run(Thread.java:662)
Caused by: com.sun.mail.iap.ConnectionException: * BYE JavaMail Exception: java.net.SocketTimeoutException: Read timed out
at com.sun.mail.iap.Protocol.handleResult(Protocol.java:346)
at com.sun.mail.imap.protocol.IMAPProtocol.select(IMAPProtocol.java:655)
at com.sun.mail.imap.IMAPFolder.open(IMAPFolder.java:928)


Steps to Reproduce



No specific steps have been found to reproduce the termination of the EMAIL listener. The issue appears highly intermittent, with the listener terminating seemingly at random once every week or two.

Root Cause



Examination of  Pega logfile indicates that the connection between the MS Exchange EMAIL server and the PRPC EMAIL client was being disrupted (terminated). This disruption could be the result of either a network connection problem, or by the EMAIL server experiencing a fault, thereby, terminating the connection.

Resolution



To resolve this issue:

1. Contact your EMAIL support team, and discuss the exact date/time when this issue last occurred. Determine if the EMAIL server logs contain error information, and then take the necessary steps to correct.
2. Contact the Network Infrastructure support team. Use diagnostics tools (icpld) to monitor the connection between the PRPC server and the EMAIL server. Monitor for any network related problems. Take appropriate action to isolate/resolve the network problem.

Published June 12, 2015 - Updated October 8, 2020

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