AACC 6.4/AACC 7.0 : Email downloads delayed or email on mail server not being downloaded

SOLN289886 | Version: 17.0 | Published: 05/23/2016 | Updated: 12/17/2019

Available To: Customer

Categories: Avaya Aura® Contact Center, Avaya Contact Center Select, Break/Fix

Details

AACC 6.4/7.x SIP or AML
ACCS 6.4/7.x IPO

Problem Clarification

Using IMAP connection to Office365 or other external hosted solution, Email Downloads stopped. Email Open Dashboard shows email connection failure. Restart of Email Manager Service Manager was required.

Emails were seen to be on the mailbox, but email downloads to AACC ceased. A restart of the Email manager Server also assisted in the recovery of email downloads.

Email Manager Log:

2016-05-03 08:59:12.488 -0700 EmailManager:HAL 37360:23    7501 Debug None                          Exception caught in HAL
com.nortel.applications.ccmm.mail.hostaccess.services.MailServiceException: Error 7540 - The mail services connection has been abnormally terminated , an attempt will be made to reopen it, and the failed operation retried. If no further errors are reported, the retry has succeeded. - Connection Failed : true Inner Exception: javax.mail.MessagingException: * BYE JavaMail Exception: java.net.SocketException: Software caused connection abort: socket write error;
nested exception is:
      com.sun.mail.iap.ConnectionException: * BYE JavaMail Exception: java.net.SocketException: Software caused connection abort: socket write error
      at com.nortel.applications.ccmm.mail.hostaccess.services.MailService.processError(MailService.java:244)
      at com.nortel.applications.ccmm.mail.hostaccess.services.MailStore.tidyup(MailStore.java:992)
      at com.nortel.applications.ccmm.mail.hostaccess.services.MailStore.close(MailStore.java:961)

2016-05-03 10:24:12.606 -0700 EmailManager:HAL 37360:22    7501 Debug None                          Exception caught in HAL
com.nortel.applications.ccmm.mail.hostaccess.services.MailServiceException: Error 7540 - The mail services connection has been abnormally terminated , an attempt will be made to reopen it, and the failed operation retried. If no further errors are reported, the retry has succeeded. - Connection Failed : true Inner Exception: javax.mail.MessagingException: * BYE Connection is closed. 13;
nested exception is:
      com.sun.mail.iap.ConnectionException: * BYE Connection is closed. 13
      at com.nortel.applications.ccmm.mail.hostaccess.services.MailService.processError(MailService.java:244)
      at com.nortel.applications.ccmm.mail.hostaccess.services.MailStore.tidyup(MailStore.java:992)
      at com.nortel.applications.ccmm.mail.hostaccess.services.MailStore.close(MailStore.java:961)

2016-05-03 12:45:06.726 -0700 EmailManager:HAL 37360:26    7501 Debug None                          Exception caught in HAL
com.nortel.applications.ccmm.mail.hostaccess.services.MailServiceException: Error 7550 - The mail services connection has been abnormally terminated , an attempt will be made to reopen it by the next operation, but the current failed operation has been abandoned. - Connection Failed : true Inner Exception: javax.mail.FolderClosedException: * BYE Connection is closed. 13
      at com.nortel.applications.ccmm.mail.hostaccess.services.MailService.processError(MailService.java:248)
      at com.nortel.applications.ccmm.mail.hostaccess.services.MailStore.deleteMails(MailStore.java:1089)
      at com.nortel.applications.ccmm.mail.hostaccess.services.MailStore.close(MailStore.java:960)

2016-07-25 23:45:04.672 -0700 EmailManager:HAL 15776:24 7121 Minor None An exception was caught trying to connect to host: outlook.office365.com, Inbox: xxxxxxx@company.com
javax.mail.MessagingException: * BYE JavaMail Exception: java.io.IOException;
nested exception is:
com.sun.mail.iap.ConnectionException: * BYE JavaMail Exception: java.io.IOException
at com.sun.mail.imap.IMAPStore.protocolConnect(IMAPStore.java:477)
at javax.mail.Service.connect(Service.java:275)
at com.nortel.applications.ccmm.mail.hostaccess.services.MailStore.performOpen(MailStore.java:413)
at com.nortel.applications.ccmm.mail.hostaccess.services.MailStore.open(MailStore.java:297)
at com.nortel.applications.ccmm.mail.hostaccess.threadpool.WorkerThread.executeRetrieve(WorkerThread.java:209)
at com.nortel.applications.ccmm.mail.hostaccess.threadpool.WorkerThread.executeRequest(WorkerThread.java:167)
at com.nortel.applications.ccmm.mail.hostaccess.threadpool.WorkerThread.run(WorkerThread.java:115)
Caused by: com.sun.mail.iap.ConnectionException: * BYE JavaMail Exception: java.io.IOException
at com.sun.mail.iap.Protocol.handleResult(Protocol.java:299)
at com.sun.mail.imap.protocol.IMAPProtocol.authplain(IMAPProtocol.java:480)
at com.sun.mail.imap.IMAPStore.login(IMAPStore.java:512)
at com.sun.mail.imap.IMAPStore.protocolConnect(IMAPStore.java:458)
... 6 more

2016-07-27 05:25:42.078 -0700 EmailManager:HAL 39300:26 7121 Minor None An exception was caught trying to connect to host: outlook.office365.com, Inbox: xxxxxxx@company.com
javax.mail.MessagingException: Connection timed out: connect;
nested exception is:
java.net.ConnectException: Connection timed out: connect
at com.sun.mail.imap.IMAPStore.protocolConnect(IMAPStore.java:479)
at javax.mail.Service.connect(Service.java:275)
at com.nortel.applications.ccmm.mail.hostaccess.services.MailStore.performOpen(MailStore.java:413)
at com.nortel.applications.ccmm.mail.hostaccess.services.MailStore.open(MailStore.java:297)
at com.nortel.applications.ccmm.mail.hostaccess.threadpool.WorkerThread.executeRetrieve(WorkerThread.java:209)
at com.nortel.applications.ccmm.mail.hostaccess.threadpool.WorkerThread.executeRequest(WorkerThread.java:167)
at com.nortel.applications.ccmm.mail.hostaccess.threadpool.WorkerThread.run(WorkerThread.java:115)
Caused by: java.net.ConnectException: Connection timed out: connect
at java.net.PlainSocketImpl.socketConnect(Native Method)
at java.net.PlainSocketImpl.doConnect(Unknown Source)
at java.net.PlainSocketImpl.connectToAddress(Unknown Source)
at java.net.PlainSocketImpl.connect(Unknown Source)
at java.net.SocksSocketImpl.connect(Unknown Source)
at java.net.Socket.connect(Unknown Source)
at com.sun.net.ssl.internal.ssl.SSLSocketImpl.connect(Unknown Source)
at com.sun.net.ssl.internal.ssl.BaseSSLSocketImpl.connect(Unknown Source)
at com.sun.mail.util.SocketFetcher.createSocket(SocketFetcher.java:232)
at com.sun.mail.util.SocketFetcher.getSocket(SocketFetcher.java:189)
at com.sun.mail.iap.Protocol.<init>(Protocol.java:84)
at com.sun.mail.imap.protocol.IMAPProtocol.<init>(IMAPProtocol.java:87)
at com.sun.mail.imap.IMAPStore.protocolConnect(IMAPStore.java:446)
... 6 more

Connection Reset:
2016-07-27 15:23:13.332 -0700 EmailManager:HAL 31904:24 7121 Minor None An exception was caught trying to connect to host: outlook.office365.com, Inbox: xxxxxxx@company.com
javax.mail.MessagingException: Connection reset;
nested exception is:
java.net.SocketException: Connection reset
at com.sun.mail.imap.IMAPStore.protocolConnect(IMAPStore.java:479)
at javax.mail.Service.connect(Service.java:275)
at com.nortel.applications.ccmm.mail.hostaccess.services.MailStore.performOpen(MailStore.java:413)
at com.nortel.applications.ccmm.mail.hostaccess.services.MailStore.open(MailStore.java:297)
at com.nortel.applications.ccmm.mail.hostaccess.threadpool.WorkerThread.executeRetrieve(WorkerThread.java:209)
at com.nortel.applications.ccmm.mail.hostaccess.threadpool.WorkerThread.executeRequest(WorkerThread.java:167)
at com.nortel.applications.ccmm.mail.hostaccess.threadpool.WorkerThread.run(WorkerThread.java:115)
Caused by: java.net.SocketException: Connection reset
at java.net.SocketInputStream.read(Unknown Source)
at com.sun.net.ssl.internal.ssl.InputRecord.readFully(Unknown Source)
at com.sun.net.ssl.internal.ssl.InputRecord.read(Unknown Source)
at com.sun.net.ssl.internal.ssl.SSLSocketImpl.readRecord(Unknown Source)
at com.sun.net.ssl.internal.ssl.SSLSocketImpl.performInitialHandshake(Unknown Source)
at com.sun.net.ssl.internal.ssl.SSLSocketImpl.readDataRecord(Unknown Source)
at com.sun.net.ssl.internal.ssl.AppInputStream.read(Unknown Source)
at com.sun.mail.util.TraceInputStream.read(TraceInputStream.java:97)
at java.io.BufferedInputStream.fill(Unknown Source)
at java.io.BufferedInputStream.read(Unknown Source)
at com.sun.mail.iap.ResponseInputStream.read0(ResponseInputStream.java:81)
at com.sun.mail.iap.ResponseInputStream.readResponse(ResponseInputStream.java:67)
at com.sun.mail.iap.Response.<init>(Response.java:83)
at com.sun.mail.imap.protocol.IMAPResponse.<init>(IMAPResponse.java:48)
at com.sun.mail.imap.protocol.IMAPResponse.readResponse(IMAPResponse.java:122)
at com.sun.mail.imap.protocol.IMAPProtocol.readResponse(IMAPProtocol.java:230)
at com.sun.mail.iap.Protocol.<init>(Protocol.java:91)
at com.sun.mail.imap.protocol.IMAPProtocol.<init>(IMAPProtocol.java:87)
at com.sun.mail.imap.IMAPStore.protocolConnect(IMAPStore.java:446)

Also seeing similar errors with SMTP server (Outgoing email)

Solution