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Last Post 07/04/2018 11:50 AM by  Josh B
Email Manager and Priority Manager services
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Josh B
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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.

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