CCE 4.1.5 Email workitems empty

[chrispretorius]

Hi there all.

I'm having a major issue at a client of ours.

I have set up emails, and the mails queues successfully, and they even deliver successfully, but, when the mail arrives at the Agent desktop, them mail is blank.

There is no to, or from fields, the subjects are blank, and the body section is grayed out.

When trying to forward the mail, there is still no to or from adress, the subject is empty, and the body cannot be accessed?

We are running CCE 4.1.5

Here is a screen capture

Can anyone suggest anything?

Kind Regards,
Chris.

[droart]

I think i have seen this in the past. What version of IE is on that box? There are known issues with IE 9 with the HTML plugin but that issue looks different usually.

The best way to address this would be to turn logging to level 1 at the client side and see what the client is complaining about.. Then possibly move to the media proxy/media director logs..

[chrispretorius]

Hi there,

I've tried on on many computers, all with other IE browsers.

Here is the errors i'm getting. That is from the CCE desktop app.

[Fri Nov 04 09:41:01.750],Major,3900,TaskAccessPlugin.GetAllTasksByType: Error getting tasks. Error = A network-related or instance-specific error occurred while establishing a connection to SQL Server. The server was not found or was not accessible. Verify that the instance name is correct and that SQL Server is configured to allow remote connections. (provider: Named Pipes Provider, error: 40 - Could not open a connection to SQL Server)

[Fri Nov 04 09:41:01.765],Major,3900,ASReporting.CCEDesktopToolWindow: Unable to load scheduled report list. Error = A network-related or instance-specific error occurred while establishing a connection to SQL Server. The server was not found or was not accessible. Verify that the instance name is correct and that SQL Server is configured to allow remote connections. (provider: Named Pipes Provider, error: 40 - Could not open a connection to SQL Server)

When i click "test connection" on the email media store, it says successful.

I see the emails are stored locally on the email media store. Is this correct, or must they be stored on the SQL server?

Regards, Chris.

[droart]

Those logs are not helpful as they are related to another plugin. Make sure you are logging at level 1 and you will be looking for Email plugin errors on the desktop but i'm not sure if this is where the issue is as it could be an issue with the Email media store.

It wouldn't hurt to check the storage path of the plain text email files. they are stored in the "email media store\email storage" folder by default. See if the text exists in there first then you can move to the EMS service logs and see what it says there.

[chrispretorius]

Hi there,

Thanks for your replies.

I found the fault. It was the Task Access plugin, It didnt have the correct SQL server address or the correct password.

Once i put that in, it worked.

Thanks all.