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SocialMiner 11.6.2 multiple losses / drops and connections to the email server Exchange

dsobrinho
Level 9
Level 9

‎10-20-2020 06:46 PM - edited ‎10-21-2020 03:28 PM

Hi team,

 

SocialMiner

Software Application Version: 11.6(2)-48
Software actived Operation System 11.6.2.10000-21

I have this problem a long time and I have working with Cisco tac but until now nothing very consistent to pinpoint the root of the problem.  My customer complain that  sometimes during the week the email agent service stops receiving emails in the queues, and I can only resolve the issue by restarting the Socialminer Server. It is not a good workaround.

 

So someone already had this kind of problem?

 

][product_name=CCP][subsystem_exception_info=][tid=EmailDownloadTask-1][version_number=CCP_11_6_2_0_0_0_48]: Information associated with the following logged exception 
0000002261: 10.80.59.54: Oct 06 2020 14:42:31.137 -0300: %CCBU__________FEEDS-3-EMAIL_DOWNLOAD_TASK_FAILED_MESSAGE: %[FEED_ID=100103][FEED_NAME=CCX Email Feed Fila_email_coin][MessageUUID=6035][RetryCount=1]: Failed message uuid will be added back to messageId queue 
0000002262: 10.80.59.54: Oct 06 2020 14:42:31.323 -0300: %CCBU__________FEEDS-3-EMAIL_DOWNLOAD_TASK_FAILED_MESSAGE: %[FEED_ID=100103][FEED_NAME=CCX Email Feed Fila_email_coin][MessageUUID=6036][RetryCount=1]: Failed message uuid will be added back to messageId queue 
0000002297: 10.80.59.54: Oct 06 2020 14:43:30.150 -0300: %CCBU__________FEEDS-3-EMAIL_DOWNLOAD_TASK_FAILED_MESSAGE: %[FEED_ID=100121][FEED_NAME=CCX Email Feed Fila_email_talktoUs][MessageUUID=1336][RetryCount=1]: Failed message uuid will be added back to messageId queue 
0000002452: 10.80.59.54: Oct 06 2020 15:02:37.877 -0300: %CCBU__________FEEDS-3-EMAIL_DOWNLOAD_TASK_EXCEPTION: %[FEED_ID=100121][FEED_NAME=CCX Email Feed Fila_email_talktoUs][MessageUUID=1338][exception=javax.mail.MessagingException: * BYE JavaMail Exception: java.io.IOException: Connection dropped by server?;
nested exception is:
com.sun.mail.iap.ConnectionException: * BYE JavaMail Exception: java.io.IOException: Connection dropped by server?][folder=Inbox][host=webmailemea.acme.com][username=talktoUs@acme.com]: Exception while downloading the message 
0000002453: 10.80.59.54: Oct 06 2020 15:02:37.879 -0300: %CCBU__________FEEDS-3-EXCEPTION_INFO: %[build_date=Jul 31, 2018 8:55 AM][build_type=rel][exception=javax.mail.MessagingException: * BYE JavaMail Exception: java.io.IOException: Connection dropped by server?;
nested exception is:
com.sun.mail.iap.ConnectionException: * BYE JavaMail Exception: java.io.IOException: Connection dropped by server?
at com.sun.mail.imap.IMAPFolder.open(IMAPFolder.java:1064)
at com.sun.mail.imap.IMAPFolder.open(IMAPFolder.java:973)
at com.cisco.ccbu.ccp.feeds.email.imap.EmailDownloadTask.openFolder(EmailDownloadTask.java:191)
at com.cisco.ccbu.ccp.feeds.email.imap.EmailDownloadTask.reconnectFolderAndStoreIfDisconnected(EmailDownloadTask.java:181)
at com.cisco.ccbu.ccp.feeds.email.imap.EmailDownloadTask.run(EmailDownloadTask.java:493)
at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1145)
at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:615)
at java.lang.Thread.run(Thread.java:745)
Caused by: com.sun.mail.iap.ConnectionException: * BYE JavaMail Exception: java.io.IOException: Connection dropped by server?
at com.sun.mail.iap.Protocol.handleResult(Protocol.java:401)
at com.sun.mail.imap.protocol.IMAPProtocol.select(IMAPProtocol.java:1184)
at com.sun.mail.imap.IMAPFolder.open(IMAPFolder.java:1030)
... 7 more
][product_name=CCP][subsystem_exception_info=][tid=EmailDownloadTask-1][version_number=CCP_11_6_2_0_0_0_48]: Information associated with the following logged exception 
0000002458: 10.80.59.54: Oct 06 2020 15:03:37.877 -0300: %CCBU__________FEEDS-3-EMAIL_DOWNLOAD_TASK_FAILED_MESSAGE: %[FEED_ID=100121][FEED_NAME=CCX Email Feed Fila_email_talktoUs][MessageUUID=1338][RetryCount=1]: Failed message uuid will be added back to messageId queue 
0000002534: 10.80.59.54: Oct 06 2020 15:16:44.411 -0300: %CCBU__________FEEDS-3-EMAIL_DOWNLOAD_TASK_EXCEPTION: %[FEED_ID=100103][FEED_NAME=CCX Email Feed Fila_email_coin][MessageUUID=6042][exception=javax.mail.MessagingException: * BYE JavaMail Exception: java.io.IOException: Connection dropped by server?;
nested exception is:
com.sun.mail.iap.ConnectionException: * BYE JavaMail Exception: java.io.IOException: Connection dropped by server?][folder=Inbox][host=webmailemea.acme.com][username=coin@acme.com]: Exception while downloading the message 
0000002536: 10.80.59.54: Oct 06 2020 15:16:44.414 -0300: %CCBU__________FEEDS-3-EXCEPTION_INFO: %[build_date=Jul 31, 2018 8:55 AM][build_type=rel][exception=javax.mail.MessagingException: * BYE JavaMail Exception: java.io.IOException: Connection dropped by server?;
nested exception is:
com.sun.mail.iap.ConnectionException: * BYE JavaMail Exception: java.io.IOException: Connection dropped by server?
at com.sun.mail.imap.IMAPFolder.open(IMAPFolder.java:1064)
at com.sun.mail.imap.IMAPFolder.open(IMAPFolder.java:973)
at com.cisco.ccbu.ccp.feeds.email.imap.EmailDownloadTask.openFolder(EmailDownloadTask.java:191)
at com.cisco.ccbu.ccp.feeds.email.imap.EmailDownloadTask.reconnectFolderAndStoreIfDisconnected(EmailDownloadTask.java:181)
at com.cisco.ccbu.ccp.feeds.email.imap.EmailDownloadTask.run(EmailDownloadTask.java:493)
at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1145)
at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:615)
at java.lang.Thread.run(Thread.java:745)
Caused by: com.sun.mail.iap.ConnectionException: * BYE JavaMail Exception: java.io.IOException: Connection dropped by server?
at com.sun.mail.iap.Protocol.handleResult(Protocol.java:401)
at com.sun.mail.imap.protocol.IMAPProtocol.select(IMAPProtocol.java:1184)
at com.sun.mail.imap.IMAPFolder.open(IMAPFolder.java:1030)
... 7 more
][product_name=CCP][subsystem_exception_info=][tid=EmailDownloadTask-1][version_number=CCP_11_6_2_0_0_0_48]: Information associated with the following logged exception 
0000002557: 10.80.59.54: Oct 06 2020 15:17:44.411 -0300: %CCBU__________FEEDS-3-EMAIL_DOWNLOAD_TASK_FAILED_MESSAGE: %[FEED_ID=100103][FEED_NAME=CCX Email Feed Fila_email_coin][MessageUUID=6042][RetryCount=1]: Failed message uuid will be added back to messageId queue 
0000002665: 10.80.59.54: Oct 06 2020 15:26:47.121 -0300: %CCBU__________FEEDS-3-EMAIL_DOWNLOAD_TASK_EXCEPTION: %[FEED_ID=100121][FEED_NAME=CCX Email Feed Fila_email_talktoUs][MessageUUID=1339][exception=javax.mail.MessagingException: * BYE JavaMail Exception: java.io.IOException: Connection dropped by server?;
nested exception is:
com.sun.mail.iap.ConnectionException: * BYE JavaMail Exception: java.io.IOException: Connection dropped by server?][folder=Inbox][host=webmailemea.acme.com][username=talktoUs@acme.com]: Exception while downloading the message 
0000002667: 10.80.59.54: Oct 06 2020 15:26:47.123 -0300: %CCBU__________FEEDS-3-EXCEPTION_INFO: %[build_date=Jul 31, 2018 8:55 AM][build_type=rel][exception=javax.mail.MessagingException: * BYE JavaMail Exception: java.io.IOException: Connection dropped by server?;
nested exception is:
com.sun.mail.iap.ConnectionException: * BYE JavaMail Exception: java.io.IOException: Connection dropped by server?
at com.sun.mail.imap.IMAPFolder.open(IMAPFolder.java:1064)
at com.sun.mail.imap.IMAPFolder.open(IMAPFolder.java:973)
at com.cisco.ccbu.ccp.feeds.email.imap.EmailDownloadTask.openFolder(EmailDownloadTask.java:191)
at com.cisco.ccbu.ccp.feeds.email.imap.EmailDownloadTask.reconnectFolderAndStoreIfDisconnected(EmailDownloadTask.java:181)
at com.cisco.ccbu.ccp.feeds.email.imap.EmailDownloadTask.run(EmailDownloadTask.java:493)
at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1145)
at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:615)
at java.lang.Thread.run(Thread.java:745)
Caused by: com.sun.mail.iap.ConnectionException: * BYE JavaMail Exception: java.io.IOException: Connection dropped by server?
at com.sun.mail.iap.Protocol.handleResult(Protocol.java:401)
at com.sun.mail.imap.protocol.IMAPProtocol.select(IMAPProtocol.java:1184)
at com.sun.mail.imap.IMAPFolder.open(IMAPFolder.java:1030)
... 7 more
][product_name=CCP][subsystem_exception_info=][tid=EmailDownloadTask-1][version_number=CCP_11_6_2_0_0_0_48]: Information associated with the following logged exception 
0000002690: 10.80.59.54: Oct 06 2020 15:27:47.121 -0300: %CCBU__________FEEDS-3-EMAIL_DOWNLOAD_TASK_FAILED_MESSAGE: %[FEED_ID=100121][FEED_NAME=CCX Email Feed Fila_email_talktoUs][MessageUUID=1339][RetryCount=1]: Failed message uuid will be added back to messageId queue

 

 

Daniel Sobrinho
Labels:
0 Helpful
7 Replies 7

david.macias
VIP
VIP

‎10-21-2020 06:24 AM

What are you seeing from the Exchange side? Also, based on that log it feels that the issue happened before and SM is just throwing a random error because it's not sure what happened. It would be interesting to see if Exchange sees SM disconnect. A packet capture might be a good thing to get too.

 

david

Blog
0 Helpful

dsobrinho
Level 9
Level 9
In response to david.macias

‎10-21-2020 09:00 AM - edited ‎10-21-2020 05:29 PM

Hi @david.macias ,

 

Unfortunately Email System Administrator does not want to do the verification on his side. Collaboration really difficult

Daniel Sobrinho
0 Helpful

david.macias
VIP
VIP
In response to dsobrinho

‎10-21-2020 05:54 PM

Wow that's terrible and I don't think SM has the capabilities to capture packets so you might want to do it on the network if you can. If you look at the specific UUIDs which are generating issues, do you see those being processed at a later time? I'm curious if it's something to do with encoding on some emails or maybe size of them.

 

david

Blog
0 Helpful

david.macias
VIP
VIP
In response to Gerry O'Rourke

‎10-22-2020 06:57 AM

@Gerry O'RourkeI don't believe SM appliance has that capability, but I could be wrong.

 

david

Blog
0 Helpful

dsobrinho
Level 9
Level 9
In response to Gerry O'Rourke

‎10-26-2020 06:33 PM

Yes, SocialMiner has this feature. I’m going to redo this capture again.

I don't know if it is worth catching the pack capture only when an agent reports a problem to receive email or if it is worth leaving it all day running.

 

The problem is intermittent, there are days that occur, there are days that do not occur.

Daniel Sobrinho

Gerry O'Rourke
Spotlight
Spotlight
In response to dsobrinho

‎10-27-2020 01:48 AM

The packet capture can only capture up to 100,000 packets.

So put a filter on it - example below - to reduce the amount it captures.

 

utils network capture size ALL count 100000 addr <email-server-ip-addr> file <filename>

 

First step is to setup the capture - confirm after an email is received successful and stop the capture.

Review it and confirm you are happy with the data it is capturing and then leave on all day and see how long it will last before it stops.

 

Also I would check all network interfaces at the switch level for the socialminer server and devices between socialminer and the email server. i.e. that the interfaces are running at 1Gbps with zero errors.

 

Gerry

 

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