Access Request emails stuck in EmailHistory queue

[chandu_k09]

Hello,

Issue: We are experiencing issues with majority of access request emails e.g. Access request created, access request reminder to approver, and access request approved. These emails are showing up on the unprocess emailhistory table and are not being sent to the recipients. 

e.g. by running select * from emailhistory we can see the entries

From the results from the emailhistory table, I can see the status as "404" for the entries. What does 404 mean for emails?

Observation: The emails for access requests used to work last few weeks and suddenly stopped working.

Troubleshooting steps:

-Tried different access request workflows (confirmed correct templates are set)

-Tried running Email History job (also tried creating a new job)

-Tried access requests for different applications  

Note - other emails seems to be going through. 

1) Is there anyway to force these emails to be sent? 

2) What does 404 mean in emailhistory table's status column? 

3) Are there potentials reasons as to why emails get stuck in the emailhistory queue?

[dgandhi]

Meaning of all status code:

1 - SENDNOW

2- SENT

15 - INPROCESS

404 - ERROR WHILE SEND

[chandu_k09]

Thanks for your response to Q2, Devang. 

Any thoughts as to figuring our what the cause for the 404 errors are? I couldnt find any error in the log. 

Outstanding Questions to forum:

1) Is there anyway to force these emails to be sent? 

3) Are there potentials reasons as to why emails get stuck in the emailhistory queue?

[dgandhi]

Is your SMTP working fine? Have you tried sending test emails from Saviynt?

[chandu_k09]

Yes, smtp connection is successful, test email also gets through

[rushikeshvartak]

What is error when email history job is ran

[chandu_k09]

Hi Rushikesh,

There is no error when running the job. Job completes successfully. 

[pmahalle]

Hi @chandu_k09 ,

Can you restart the server, wait for 20-30 min and run the email history and check. We observed the same thing in one of our project and restart solve the issue. Can you try it once.

[chandu_k09]

Hi Pandharinath,

Thanks for the suggestion. Restarted the application and ran the job, but still no luck. 

I looked directly into the email service itself in the logs, and looks like it might be an SMTP server issue.  

Error: ERROR mail.EmailHistoryService - Error while sending email Mail server connection failed; nested exception is com.sun.mail.util.MailConnectException: Couldn't connect to host, port: 

Odd thing is some emails go through. So will need to check if email server is rejecting emails/connection. 

I will confirm here the final outcome. 

Kind regards,

Chandu K. 

[rushikeshvartak · Accepted solution]

Please raise freshdesk ticket or ticket with n/w team , This is network connectivity issue for SMTP