CRM 8.9/9/9.1: ERMS - RB_MAIL_READ processes to success but emails not read in CRM from Mailbox (Doc ID 1069136.1)

Last updated on JULY 11, 2016

Applies to:

PeopleSoft Enterprise CRM Multichannel Communications - Version 8.9 to 9.1 [Release 8.9 to 9]
Information in this document applies to any platform.
***Checked for relevance on 09-Sep-2013***

Symptoms

Scenario 1:
EMails not coming into the application. RB_MAILREAD shows success but log shows error invalid userid/pwd

Sequence of events:
1. Mailserver userid/pwd changed
2. ERMS restarted
3. RB_MAILREAD processes
4. Check Inbound emails
5. None of the newer emails are found

What is working:
From Tools> sample pages a fetch for the emails returns the correct count - no error

Error:
RB_MAILREAD shows it finished successfully. But the log shows an error of invalid userid/pwd - return code 1. If a trace is captured a return code 1 is seen here also. Return code 1 means Connector size overflow.
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Scenario 2:
Another scenario seen in SR 3-5198369111

Customer has 30 mailboxes. All mailboxes except the one that is used the most isn't processing any emails in. RB_MAIL_READ shows success but on MessageLog it shows:

Return Status From Calling Tools API to Read Emails from the Server is "1" (17834,7134)
Return status of 1 indicates connector size overflow. (17834,15933)


Changes

Scenario 1: Changed Mailserver / mailbox user's password
Scenario 2: None

Cause

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