Troubleshooting Mail Service

Using the following tools and information, you can troubleshoot Mail Service to resolves issues and errors with the system.

Using Event Viewer

You can examine Mail Service events that have been logged to the InfinityQS Diagnostic database.

1. In the Mail Service menu bar, click Help | Event Viewer.

   OR

   Using the keyboard, press CTRL+W, and then do the following:

   NOTE: To view events from all services simultaneously, launch InfinityQS | InfinityQS Event Log Viewer.

   • Viewing Log Entries

     1. In the Event Viewer, double click the desired log entry.

        OR

        Click a desired log entry, and then press ENTER.

        OR

        Click a desired log entry, and then press SPACE, and then do the following:

     2. Examine the log details.

        Understanding Log Details

        • Timestamp. The date and time that Event Viewer logged the event.
        • Class Name. The class from which Event Viewer logged the event.
        • Method Name. The method from which Event Viewer logged the event.
        • Assembly. The name of the EXE or DLL from which Event Viewer logged the event.
        • Application. The name of the executing EXE hosting the assembly from which Event Viewer logged the event.
        • Configuration. The name and type when available.

        • Event Description. The body of the event message.

          • Reported By. Contains the call stack of InfinityQS components, which identifies conditions that may have caused an event and can be used for for debugging and support purposes.
          • Assembly. Delineated in red in the Event Description.
          • Class Name. Delineated in blue in the Event Description.
          • Method Name. Delineated in brown in the Event Description.
          • Architecture. Delineated in gold in the Event Description, X86 if compiled for 32-bit operation only, (MSIL) if compiled for 32-bit or 64-bit.
          • Assy. Delineated in gold in the Event Description, identifies the version number of the Assembly.
          • File. Delineated in gold in the Event Description, identifies the version number of the DLL or EXE file.
          • DLL/EXE Path. Delineated in green in the Event Description, identifies the DLL or EXE path (only displayed if you right click inside Event Description and enable Show Assembly Location).
          • Non-InfinityQS Components. Delineated in gray in the Event Description, displays entire Assembly.Class.Method (only displayed if available and if you right click inside Event Description and enable Show System Stack).
          • Running Application. Provides information for the running EXE, allowing you to identify which application called a shared assembly or method when calling the event.
          • Machine. The name of the computer reporting the event.
          • Credentials. The name of the user running the EXE.
          • Auth. The type of authorization obtained for the specified credential.
          • Domain. The domain name that owns the process from which the EXE runs.
          • User. The username that owns the process from which the EXE runs.
          • Process. The process name under which the EXE runs.
          • PID. The Process ID hosting the running EXE. While running, the PID remains the same, but if you relaunch the EXE, the PID will probably change.
          • Thread No. The thread ID where the event was logged.
          • Name. The thread name (if given) where the event was logged.
          • Context. The execution context ID where the event was logged.
     3. To browse through the log entries, click the UP and DOWN arrows.
     4. To automatically populate a data field in the Find Properties dialog box, click or highlight an entry in the Event Log Detail Viewer dialog box, and then press CTRL+F.
     5. To copy a data field in the Event Log Detail Viewer dialog box, click or highlight an entry in the Event Log Detail Viewer dialog box, and then press CTRL+C.
     6. Click the X in the upper right hand corner.
   • Filtering Log Entries

     1. In the Event Viewer menu bar, click File | Filter.

        OR

        Using the keyboard, press CTRL+L.

     2. To filter by maximum number of events displayed, click the Maximum Events checkbox and then type the maximum events. By default, Event Viewer displays 10000 events.

     3. To filter by specific computer where events were created, click the Machine Name checkbox and then click the desired computer name. By default, Event Viewer only displays events from the computer where it is running.

        NOTE: This setting only applies for a centralized database.

     4. To filter the type of events displayed, click the Event Types checkbox and then click the event type.

        Understanding Event Types

        • (1) Failures. Severe error condition causing the application or Messaging failure. Please submit a case to InfinityQS Technical Support to report these errors and get assistance in resolving the issue.
        • (2) Warnings. May indicate an error condition, and suggests corrective measures.
        • (3) Cautions. May indicate a pending problem. InfinityQS recommends attention.
        • (4) Information. Informational only; no error condition exists.

     5. To filter the event date range, do the following:

        • Current. To limit data selection to events that have occurred within the most recent time period, click the Current radio button, type the range value, and then click the desired time measurement (Minutes, Hours).
        • Custom. To limit data selection to events that have occurred within a specific date range, click the Custom radio button, type the start date and time in the From data field, and type the end date and time in the To data field.
     6. To filter by specific application, click the desired Application checkboxes (DMS, EIS, Mail, MailService, Messaging, PFDCS).
     7. Click the OK button.
   • Finding Log Entries

     1. In the Event Viewer menu bar, click View | Find.

        OR

        Using the keyboard, press Ctrl+F.

     2. In the Filters section, click the checkboxes of the desired filter(s).

        Available Filters

        • Application. The name of the service (for example, DMS) that originated the event.
        • Configuration. The name of the associated configuration that originated the event.
        • Source. The name of the application element (for example, DMSService, DCSService, Engine, etc.) that originated the event.
        • Method. The name of the method that originated the event (for example, LogEvent, ReportServiceStats, etc.).
        • Event Description. The verbose explanation of the event (for example, Data Management Service successfully started the provider engines).

        NOTE: If you set multiple filters, the Event Viewer treats the selections as an AND statement, and requires all of the selected filters to be true to highlight an event.

     3. In the evaluation drop-down list, click the desired evaluation.

        Available Evaluations

        • =. True if the event exactly matches the value in the data field.
        • <>. True if the event does not match the value in the data field.
        • Contains. True if the event contains the value anywhere in the data field.
        • Starts With. True if the event starts with the value in the data field.
        • Ends With. True if the event ends with the value in the data field.

     4. In the data field, type the desired value.

     5. Click the OK button.

        NOTE:

        To find the next event that matches the search, click View | Find (Next) in the Event Viewer menu bar.

        OR

        Using the keyboard, press the F3 function key.

        To find the previous event that matches the search, click View | Find (Previous) in the Event Viewer menu bar.

        OR

        Using the keyboard, press the SHIFT+F3 function key.

   • Exporting Log Entries

     1. In the Event Viewer menu bar, click File | Export.

        OR

        Using the keyboard, press CTRL+P.

     2. In the Save As dialog box, browse to the destination folder for the exported log file, and then click the Save button to save the log entries as a new compacted format log (.evx), allowing you to send the file as an attachment.

        NOTE: Event Viewer will only export those log entries that are currently displayed. If there are no log entries displayed, Event Viewer disables the export functionality.

   • Opening Other or Legacy Logs

     1. In the Event Viewer menu bar, click File | Open | Other.

        OR

        Using the keyboard, press CTRL+O.

     2. In the Open dialog box, click the legacy event logs (.log) or the new compacted format logs (.evx), and then click the Open button.

     3. In the Event Viewer, examine the logging results.

        NOTE: To return to the active application log, click File | Open | Active Log or press CTRL+A.

   • Refreshing Log Entries

     1. In the Event Viewer menu bar, click View | Refresh.

        OR

        Using the keyboard, press the F5 function key.

     2. The Event Viewer reloads the log entries.
   • Clearing Log Entries

     1. In the Event Viewer menu bar, click File | Clear Log.

        OR

        Using the keyboard, press CTRL+D.

     2. Click the checkboxes of the desired applications, and then click the OK button.
     3. Click the Yes button.
   • Purging Event Database

     1. In the Event Viewer menu bar, click File | Settings.

        OR

        Using the keyboard, press CTRL+S.

     2. In the Automatically purge events data field, type the interval (in days) that Event Viewer purges event data from the database. By default, Event Viewer purges event data every 14 days.
     3. Click the OK button.

2. In the Event Viewer menu bar, click File | Close.

Adjusting Logging Level

In the Mail Service configuration file, you can adjust the logging level. To adjust the logging level, do the following:

1. On the InfinityQS services installation server, browse to the Settings folder and open the IQS_MailService.ini file. To locate the Settings folder, browse to C:\ProgramData\InfinityQS International\Settings.
2. Using a text editor, open the configuration file.

3. In the configuration file, locate the LoggingLevelFilter entry, and then set the desired logging level for each section. For example:

   LoggingLevelFilter=1

   LoggingTimeoutTimeSpan=00:15:00

   The available logging levels are:

   • 1 = Log errors only. (default)
   • 2 = Log cautions and errors.
   • 3 = Log warnings, cautions, and errors.
   • 4 = Log information, warnings, cautions, and errors.
4. In your text editor, click File | Save to save your changes, and then click File | Exit to close the text editor.