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Last Post 08/01/2018 11:56 AM by  Rod Weir
Email Manager and Priority Manager services
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Josh B
Helpdesker
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Posts:15
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07/04/2018 11:50 AM

    Recently we have had a number of problems with the Email Manager and Priority Manager.  We have worked through all of these issues on a case-by-case basis with PRD, but I thought it worth mentioning here in case others are experiencing problems.

    Some of the issues we've experienced are:

    • The Email Manager service and Priority Manager services stop processing new items.  Looking in Windows Services, the services appear to be running.  Restarting the service may or may not resolve the issue.
    • An error may or may not appear in the resepective Event Logs
    • The Email Manager may report that the account it is running under does not have permission to send on behalf of the relevant email account.  This message is intermittent and appears even when the account does have permission.
    • The Email Manager may stop processing further emails when it tries to process a HTML emails with images references to fully qualified URLs.  In our case, the service account and server does not have a network path to the internet to fetch those images.  That configuration is intentional and I expect the Email Manager should simply skip those images and write an entry in the log stating the resource could not be added to the job.  Unfortunately it fails ungracefully.

    These errors all relate to when the service is trying to interact with an Outlook Profile (rather than an account configured to use IMAP/SMTP).  In each case, we have found it necessary to move away from using the Outlook Profile.

    HelpMaster uses a 3rd party library for Outlook Profile connectivity, Outlook Redemption.  It seems that recent changes to that library have introduced issues for us. 

    These issues arose in HelpMaster v17.

    Rod Weir
    HelpMaster development team
    Helpdesk expert
    Helpdesk expert
    Posts:526
    Points:934


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    08/01/2018 11:56 AM

    Hi Josh,

    Thanks for reporting this and for assisting the dev team off-line to diagnose this issue. We've been working on the code and have found and fixed several potential "memory leak" issues. We've also re-factored some of the code and have improved the error logging, error trapping and other system messages which will also assist in any future issues. We're currently testing this and will release a new build of HelpMaster version as soon as the version history is completed.

    The next build contains a lot of other fixes and improvements in other parts of the application also.

    HelpMaster development team
    Check out the HelpMaster roadmap
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