Company: Link Technologies
Case No: L12725. Project: 14.00: LinkSOFT Version 14.00
Logged By: Sanjay (Link Technologies) on 16 May 2022 11:29AM
Priority: High
Product: Framework
Group: Enhancement
Time Taken: 17.75 (Weight: 23.75)
Version: 14.00
Assigned To: Development
Circulation: Aarti Pooja Gayaneshwar, Development, Sanjay
Resolve By: Tuesday, 31 May 2022 12:00 AM [703 days since logged date]
Status: Closed
Subject: Emails are not sending. Status is "Ready" in the email log
Summary:    

Client advised that some Emails have status: "Ready" and it's passed one day.

He requested assistance on how to send these emails.

Audit Notes:Edited by sanjay on 02/06/22 14:59. Edited by sanjay on 02/06/22 14:58. Edited by sanjay on 16/05/22 11:29. Edited by sanjay on 16/05/22 11:28. 
12 May 202212:41PM Comment 1 by Aarti Pooja Gayaneshwar (Link Business Solutions) Assigned To: Aarti Pooja Gayaneshwar (Link Business Solutions) Followup Date: 13-05-2022 12:34 PM Time Taken: 0.75

Bula Vinaka Team

 

Further to our team viewer meeting, we reviewed the below:

 

  1. Verified the SYS001 process – it was running successfully every minute
  2. Verified the process setup – it was running successfully
  3. Confirmed SMTP details in web file – correct
  4. Confirmed main setup in Configuration - correct
  5. We reset the process setup and restart IIS – verified the emails but the status was still as Ready
  6. We restarted the SQL services – verified the emails but the status was still as Ready
  7. We then restart the server machine – verified the emails but the status was still as Ready

 

We will reconnect to diagnose this further.

Please do not hesitate to contact our support team at +679 2220084 or email support@linktechnologis.com.fj for further queries or concerns.

 

Thank You

Aarti Gayaneshwar

Helpdesk Coordinator

Link Business Solutions

+679 2220086


13 May 202212:32PM Comment 2 by Aarti Pooja Gayaneshwar (Link Business Solutions) Assigned To: Aarti Pooja Gayaneshwar (Link Business Solutions) Followup Date: 13-05-2022 12:27 PM Time Taken: 1.00 Notes: Edited by sanjay on 16/05/22 11:31. 

Please find diagnostics:

  1. Were emails being sent prior to this? have any email config changed?
    1. Yes, the emails were being sent prior to this
    2. The emails in the “Alert Email Log” are marked as “Ready” since the 9th of May. Refer below:


    3. However, emails in the “PDF Report Email Log” are being sent. A payslip batch was emailed today and has been sent out.
    4. No email configurations have been changed

  2. WEB or Windows Scheduler or mix scheduler in use?
    1. The file web schedule is enabled
    2. The Windows schedule is disabled

  3. Is the Email Process running?
    1. The below processes are running:
    2. SYS001 and SYS009

  4. Process Setup – Refer to the below image:


13 May 202211:34AM Comment 3 by Sanjay (Link Technologies) Assigned To: Development Followup Date: 13-05-2022 02:20 PM Notes: Edited by sanjay on 13/05/22 14:22. 
***Skype Conversation
Vineet, 11:34 AM
Hi Sanjay

Motibhai has logged case T13972 Emails on "Ready" status since 1 day. I am not sure what the problem is. We have updated case with our diagnostics. Are you able to assist

11:46 AM
Let me have a look at the case
11:54 AM
There are some error messages in the event log, can you attend to them.

also, confirm the following and update the case:
1. Were emails being sent prior to this? have any email config changed?
2. WEB or Windows Scheduler or mix scheduler in use?
3. Is the Email Process running?

if it doesn't start sending we can connect later this afternoon at 2:30 AEST after you update the case.


Vineet, 12:07 PM
Ok working on it now


Aarti, 12:59 PM
Hi @Sanjay
case updated with the answers, the issue is still there.

2:08 PM

@Sanjay
Aarti, Today at 12:59 PM
ok we can do a teams session at 2.30 pm. you can connect and we can have a look

16 May 202209:21AM Comment 4 by Aarti Pooja Gayaneshwar (Link Business Solutions) Assigned To: Aarti Pooja Gayaneshwar (Link Business Solutions) Followup Date: 16-05-2022 09:15 AM Time Taken: 2.00 Notes: Edited by sanjay on 16/05/22 11:34. 

Aarti and Sanjay connected on-site via Teams and found the following issue:

  1. All settings are correct
  2. Procedure "LT_SYS_MSG_Notifications_Select2" is timing out as there are a large number of un-sent emails with lots of CC and TO address to go through. The process is taking over 40 seconds.
  3. Resolved the issue by reducing the batch size

Next step:

  1. Aarti to setup a TEST environment for Sanjay to see what can be done to prevent this in V12
  2. Sanjay to confirm this issue is resolved in the current release

16 May 202211:28AM Comment 5 by Sanjay (Link Technologies) Case L12725 added to project 14.00
16 May 202211:28AM Comment 6 by Sanjay (Link Technologies) ETC was changed from 13/05/2022 to 31/05/2022
16 May 202202:29PM Comment 7 by Sanjay (Link Technologies) Assigned To: Development Followup Date: 16-05-2022 08:26 PM Time Taken: 12.00
PART A - Development work for this case has been completed.

1. The change will be available in version: 14.00

2. The following changes were made(Include Database object names, Program classes, and any other relevant information):

  1. Added the Email selection process to use "DataCoommandTimeout" which increases the time allowance from 30 seconds to 1 hour

3. Affected Areas:

  1. Email and Report Email processing

4. The issue was caused by:

  1. Found that some "email body" can be very large, causing the selection process to take longer than 30 seconds. In MLC case, it was taking 46 seconds causing a timeout and failing the email task.

5. Other Relevant Notes
6. Next Step
(Review and System Test (Developer) -> UAT (Quality) -> Documentation): UAT


21 Jul 202202:19PM Comment 8 by Sanjay (Link Technologies) Assigned To: Development Followup Date: 27-07-2022 06:16 PM Time Taken: 2.00
The following tests were performed:

Table 1 - Test Results
NoTest CaseExpected ResultPass/FailComments
1Verify command timeout on source code

Pass

2Create 10,000 records on MSG Notifications table with the status "Ready"
Email log should load even if the time taken is more than 20 seconds
Pass

Environment Details

  1. OS version: Win11
  2. Application version: 14.00
  3. Setup on:
    1. Server: LinkQA4
    2. Database: LinkSOFT
    3. LinkSOFT URL: HTTP://LinkQA4/LinkSOFT
  4. Login Details: Standard username and password for user "admin"

Next Step: Closure


If you have any queries regarding this support incident, please email admin@linktechnologies.com.au and include the Case No: L12725 in the subject line of all emails regarding this issue.

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