OK, things to try.

1. The Email Manager only logs jobs that are marked as unread.  Typically, these are bold. Are the emails marked as unread?

2. Double check the Email Manager Profile filters.  Is a filter criteria cancelling out these emails?  Are you filtering by subject, message body or both, or none at all?

3. Is the profile that you are using to target these emails enabled?  Is there such a profile?

4. If the email are being delivered to a specific email folder, does the network account that you're using for the Email Manager service have security permissions to read, and modify this email account?  This would be an Exchange / Outlook setting.

5. Try turning on the "Verbose Logging" option in the Email Manager service setup screen.   This will provide more diagnostic logging information that might isolate what's going on.

6. Check the Windows Event viewer for the Email Manager.  Although the Email Manager creates its' own log in the HelpMaster database, it also writes to the Windows Event log, and sometimes this will reveal a message that for whatever reason does not make it to the database log.

7. Is the email sent by Sharepoint generated by code, and if so, is it malformed perhaps?  Sometimes if you're manually coding an email, if you mess up the coding of the header, sent address etc, it may look good, but underneath, it's corrupt.

8. Do you have a global filter / block on the any email addresses  or domains - Check the Email Manager Profiles, global options tab.

9.  You could try running the Email Manager with a different (higher privileged) service account.  If it works this time, then it's a permissions issue.  Try the domain admin for starters.

 

Hope these help troubleshoot this issue.

Best regards

Rod

Hi Rod, thanks for the help.

1. Yes they are bold and unread.
2. No, we have the filter set to log all emails. No other criteria.
3. Not sure what you mean here. But we created a profile in active directory and exhchange for the account (basically sharepoint@blah blha.com)
4. No they are not going to any specific folder. We have it setup so all email goes into the inbox and HMP checks that. Once logged the emaisl go into a "logged" folder or a "need attention" if there isn't a match or there is a problem.
5. Done. I will report any findings.
6. Couldn't see any errors. Currently have three emails in the inbox but no mention of them in the logs.
7. No, its a standard email sending function built into sharepoint. So i can't tell either way.

But this is the header I get from the emails

Received: from credit-pmsg.lan.creditcorp.com.au (10.0.1.7) by
credit-sydexch2.lan.creditcorp.com.au (192.168.0.72) with Microsoft SMTP
Server id 8.1.291.1; Thu, 25 Nov 2010 10:45:14 +1100
Received: from Sharepoint ([172.21.0.201]) by
credit-pmsg.lan.creditcorp.com.au with Microsoft SMTPSVC(6.0.3790.4675);
Thu, 25 Nov 2010 10:45:14 +1100
Date: Thu, 25 Nov 2010 10:45:14 +1100
To:
Content-Transfer-Encoding: 8bit
From: =?utf-8?B?VXNlcnMgYW5kIEFzc2V0cw==?=
Content-Type: text/html; charset="utf-8"
Subject: New User Request
MIME-Version: 1.0
X-Mailer: Microsoft SharePoint Foundation 2010
Return-Path: sharepoint@creditcorp.com.au
Message-ID:
X-OriginalArrivalTime: 24 Nov 2010 23:45:14.0149 (UTC) FILETIME=[A3E9DD50:01CB8C31]

8. We do have filters, but they are passing through those.
9. Already running it as administrator.

Thanks for the info.

Regarding point 3. I was referring to the HelpMaster Email Manager profiles.  Sorry about the ambiguity.  Do you have a specific Email Manager profile that is targeting the inbox and these type of emails?  If so, is the profile enabled (Check the box at the bottom left of the profile screen.)

Sounds like you are just re-using a generic Email Manager profile that is already scanning that inbox, with no filter criteria on it.  If this is the case, perhaps you could try creating a dedicated Email Manager profile to log these types of email.  Having a dedicated profile might make it easier to trouble-shoot.

What version of Outlook are you using?

What is the email server source?  Exchange?  Groupwise?  etc? 

If Exchange, are you using it in cached mode?

Thanks,
Rod

 

 

I think I got it! Looks like it was the profile needed some changes. I got it to scan the subject and the body now and it's started picking them up. Thanks for your help that verbose logging got me thinking in the right way.