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How do I troubleshoot MailMarshal
Gepostet von Daniel Riediger an 05 May 2011 15:26

This article applies to:

  • MailMarshal SMTP

Question:

How do I troubleshoot MailMarshal?

 

Procedure:

There are a number of problems that could arise with email systems, which can interfere with the proper operation of MailMarshal. Often MailMarshal is not the cause of an issue problem as it may just be reflecting an external or internal mail or network problem. There are several places to look to help resolve problems with MailMarshal and your mail system.

Check the MailMarshal Services

Check to see if the MailMarshal services are running in Admin Tools | Services, or the Configurator server nodes. If necessary restart the services.

MailMarshal Console

Check the MailMarshal Console to see if mail is being processed. Check the Mail History window to see if mail is being sent, and any errors that the sender has encountered in trying to send mail. Many "Failed to connect" or "Unable to resolve domain" messages indicate a downstream SMTP or DNS problem.

Windows Event Viewer

Check the Windows Event Viewer application log, especially if there are difficulties with starting any of the MailMarshal services, or there are pop up error messages. Often the Event Viewer logs will point to the nature of the problem.

MailMarshal Working Directories

Check the MailMarshal sub-directories to see where mail is being caught up. In terms of mail flow, the MailMarshal receiver receives mail (both inbound and outbound) and places it in the Incoming directory. The engine then pulls mail out of Incoming directory, unpacks it, runs it against the rules, and if it passes, places the mail in the ProcessedOK directory. The sender takes mail from the ProcessedOK directory and places it in the Sending directory for sending to its destination. Mail backed up in the Incoming directory indicates a problem with the engine service, either a stopped MMEngine or incorrectly configured rules. Mail backed up in the Sending directory points to a problem with the MMSender service.

MailMarshal Log Files

Check the service log files. Often a good way to help resolve problems is to examine the Log files in the MailMarshal\Logging directory. Each MailMarshal service, Engine, Receiver, and Sender, creates its own log file for each day. Routine processing and problems encountered are all recorded in the log files. Look towards the end of each log file for the most recent logging information.

Running MailMarshal in Debug Mode

The MailMarshal services can also be run in debug mode from a command prompt. This enables the user to immediately see the results of the system logging, and is especially useful for resolving problems and testing new rules. It is also useful when troubleshooting why a service fails to start - often you can see why by running the service in debug mode. Stop the MailMarshal system services. From a command prompt in the MailMarshal directory enter:

"start mmengine -debug"

(or "mmreceiver -debug" or "mmsender -debug" depending on the service you wish to debug).

For example you can test the passage of certain mail messages by running the receiver and engine services in debug mode. Use a mail client such as Outlook Express to send mail and monitor its progress through the receiver and engine.

Contact Technical Support

If you are reading this article you are aware of the Knowledge Base. Search for specific keywords found in the logs or error messages. For non-urgent items you can try posting a question in the Customer Forum.

And of course, after all this if you are still puzzled as to what the problem may be, you can contact your M86 Technical Support contact (either a reseller, or a direct contact, depending on your region). It helps to include as much information as possible, such as:

  • Any pop-up error messages
  • A copy of the Windows Event Viewer application log
  • The log files from the MailMarshal\Logging directory
  • A copy of your configuration settings (you can export your settings via the Configurator Advanced tab in Server Properties).
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