Email Response Stops Polling, Causing a Deadlock in the Internet SMTP/POP3 Server Driver Polling Thread (Doc ID 1239056.1)

Last updated on OCTOBER 02, 2016

Applies to:

Siebel Email Response - Version 8.0 SIA [20405] to 8.2.1 SIA[22220] [Release V8]
Information in this document applies to any platform.
***Checked for Relevance 16-Nov-2014***
Inbound emails for specific profiles stop being pulled into Siebel at random times and we cannot get them to start coming into Siebel until we re-start the services.
This is impacting our Email Response functionality as we expect these emails to arrive in Siebel in a timely manner and then have automated responses sent out.


Symptoms


Customer using Siebel Email Response with Internet SMTP/POP3 Server driver observes that, sporadically, the inbound email stops being processed for specific Response Group or mail box used by associated Internet SMTP/POP3 Server driver profile.

The behavior is not associated with any specific email and it is random: sometimes it takes days to stop polling emails and sometimes there is more than one occurence per day.

 

If the Internet SMTP/POP3 Server driver log files is set to debug level, ( by setting the parameter LogDebug=True for the Internet SMTP/POP3 Server driver in Site Map > Administration - Communications>Communications Driver and Profiles) then the customer observes that when the issue occurs the corresponding Internet SMTP/POP3 Server driver log files stop writing attempts to pull the emails from the mail box.

The POP3SMTP_xxx_x_x_xxxxxx_xxxxx.log log file for Internet SMTP/POP3 Server driver usually stops writing and ends with this line:
...
POP3SMTP[07/16/2010 03:18:47:170]:DBG:Waiting for processing of POP3 messages to complete...

Customer can recover by restarting the Communications Inbound Receiver component.

 

Changes

none

Cause

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