Siebel Email Administration Guide > Troubleshooting Siebel Email Response >

Resolving Issues for Response Groups

After setting up and starting a response group, you might not see a reply to an inbound email. Actions that you can take for this issue include:

  • Check in the server/bin directory (where: server is the name of the server) to see whether a POP3SMTP*.log file or IMAPSMTP*.log file exists.
  • Check the log file with the closest timestamp to the time the error occurred to see whether an obvious error exists on the POP3 or IMAP side.
    • Set up a POP3 or IMAP email account in Microsoft Outlook using the same profile information, and perform a test to see whether you are using good information.
    • Determine if the server can actually see your email server. Determine the current users on the mailing list by sending an email (asking for a response) to the mailing list.
    • Use an IP address instead of a hostname.
  • Perform an F9 Send Mail from a contact and determine if you can see the outbound email. If you see an error about no definition for Communications Outbound Manager, then perform a batch component synchronization. For information about performing this procedure, see Synchronizing Batch Components.
  • Navigate to the Administration - Server Management screen, then the Jobs view to see whether a Communications Outbound Manager request is created. Examine the record to determine the status of the request. If the status is Queued, then the request is created and is awaiting Communications Outbound Manager retrieval. If the status is Active, then Communications Outbound Manager is executing the request. If the status is Error, then you must determine the type of error.
  • If you use nonreal-time email processing, Communications Inbound Processor processes email. Navigate to the Administration - Communications screen, then the Communications Inbound Events view and determine the status of the email. Each inbound email that is processed in nonreal-time mode has an entry if the processing is not started or the processing results in an error.
  • If everything seems correct, then determine if the email actually reaches the email server.

    Log in to the POP3 email server and check the following information:

    • command: telnet emailserver pop3

      where: emailserver is the name of the email server.

      response: +OK Microsoft Exchange 2000 POP3 server version 6.0.4417.0 ( ready.

      NOTE:  The version information depends on the Exchange Server that you use.

    • command: user qatest99

      NOTE:  You do not see the characters that you enter.

      response: +OK

    • command: pass resource

      response: +OK User successfully logged on.

    • command: stat

      response: +OK 0 0

      NOTE:  This value indicates no pending email. The first 0 is the number of messages. The second 0 is total size of all messages.

    • command: quit

      Test the IMAP email server using the following commands:

    • telnet emailserver 143

      where: emailserver is the name of the email server.

    • LOGIN username password
    • SELECT Inbox
    • LIST "" "INBOX"
    • LOGOUT
  • If your POP3 or IMAP email server has email messages but your Siebel application email POP3 or IMAP driver is not retrieving them, then set the POP3 or IMAP driver to a LogDebug value of True and resubmit the profile changes. After setting this parameter, a log file named POP3SMTP*.log or IMAPSMTP*.log is generated. Check the log file for any errors.

This task is a step in Process of Troubleshooting Siebel Email Response.

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