Email

Issue: 

Exception in ExecuteDataTableQUeryWIthQueryBuilder:Tetherfi.Core.ORM.QUery: Microsoft.Data.Sqlclient.sqlException
(XXXXXXXXXXX): A connection was successfully established with the server, but then an error occurred during the login process. The certificate chain was issued by an authority that is not trusted.

Issue Description:

Receiving below error in EMM server logs when it is trying to connect to DB when service discovery is enabled.

Troubleshooting steps:

We have used EMM version 6.3.0 and service discovery is enabled.

1.  Please check if you have added TTF_DB_Connection details in system environment variable.
2. Make sure you are using valid DB username and password.

Resolution:

If above steps are fine but still receiving error then follow step:

1. Go to system environment variable.
2. select TTF_DB_Connection variable and edit.
3. Add "TrustServerCertificate=true" key at the end and save the changes.
4. Restart the EMM service. It should be fine.

Issue Description: Outlook plugin could not be installed use to security zone issue.

Workaround: 

Please follow the below procedures.

1. Remove email plugin from registry if installation have security zone/other issue.

The steps are as follows: Please delete the highlighted keys mentioned in the below screenshots.

a)

b) c)d) 

e)

f)

2.  After these keys are deleted, open Outlook to make sure that the plugin is not available in COM Addins (File -> COM AddIns). Then delete the relevant files from C:\Users or D:\Users that correspond to the following locations:

(Example: Here nxgen.vendor2 is username)

3. Close Outlook.

4. Plugin installation must be done after Outlook is closed.

5. After this, ensure that the installation file directory is available in the IE Secure sites. (Ex: \\mbsvacmmprd02\Tetherfi)

6. Following this, proceed to install the plugin by double-clicking the vsto file in the installation path (Ex: (\\mbsvacmmprd02\Tetherfi\PRD\PluginPublishLocation\).

7. After selecting “Install” in the popup window, wait until installation in complete. Then close the window by clicking on the “Close” button.

8. Verify that the plugin is installed by launching Outlook.

This must solve the issue.

Error :

unexpected response: (413) Request Entity Too Large. ---> System.Net.WebException: The remote server returned an error: (413) Request Entity Too Large.
at System.Net.HttpWebRequest.GetResponse()
at System.ServiceModel.Channels.HttpChannelFactory`1.HttpRequestChannel.HttpChannelRequest.WaitForReply(TimeSpan timeout)
--- End of inner exception stack trace ---

Error Description :

- This error is faced while sending out an email and is caused due to the outbound email content being too large (or content's inline item being too large).

Error Resolutions :

- To resolve this issue, we need to increase the buffer size to max i.e., "2147483647" in the binding configuration of both Client and Server's Configuration file.

Please find details below :

(Note : This needs to be done on both Client and Server configuration file )

<bindings>
<webHttpBinding>
<binding name="webHttp" allowCookies="true" maxReceivedMessageSize="2147483647" maxBufferSize="2147483647" maxBufferPoolSize="2147483647">
<readerQuotas maxDepth="32" maxArrayLength="2147483647" maxStringContentLength="2147483647" />
</binding>
</webHttpBinding>
<basicHttpBinding>
<binding name="basicHttp" allowCookies="true" maxReceivedMessageSize="2147483647" maxBufferSize="2147483647" maxBufferPoolSize="2147483647">
<readerQuotas maxDepth="32" maxArrayLength="2147483647" maxStringContentLength="2147483647" />
</binding>
</basicHttpBinding>
</bindings>

FAQ_Unable to find the mailbox credentials to send this email out

Please follow the attached document.

Issue description:

Agent goes available on TMAC, but emails that are in Queue are not routed.

Troubleshooting steps:

• Ensure, max TMAC tab limit is not reached for email channels. Count the total number of email tabs open and then compare with the actual number of tabs allowed for an agent using OCM Agent settings module or in the database as shown below,

TMAC Agent Profile table

• Ensure, TMAC to WorkQueue connection is proper and is not broken.
  • To verify this, open TMAC configuration file then look for WorkQueue service endpoint address, copy the endpoint address and run it in a browser. If there is any error or page displays blank, then you may need to look into WorkQueue service status by checking WorkQueue logs. There might be a possibility that you are referring to the wrong WorkQueue endpoint address. To verify this, check the following step.
  • Go to Workqueue service config file and check for baseAddress, compare this base address with endpoint address configured in the TMAC server. It must be the same, if not change the configuration and restart the respective service.

Issue description: TMAC workbench shows older emails to date but new emails are not shown.

Workaround:

• In Email Manager logs, check if there is any exception logged while reading an email from EWS. Look for log keyword “PollForUnreadMessages”.

• Ensure, email manager application is configured with the correct WorkQueue service endpoint address in its configuration file.
  • To verify, Go to the Email Manager application hosted path and open file "EmailManager.exe.config", look for endpoint URL address having keyword contract=" WorkQueue.IService" inside <endpoint> section.

Email Manager Configuration file showing work queue endpoint address

• • Cross-check if this URL address is equal to the WorkQueue applications base address URL.

WorkQueue service base address

• Run the above work queue base URL in the browser and verify service is running. If the browser displays a blank screen or any error then Workqueue is not running, a restart of work queue service might be required in that case.
• If WorkQueue service is running, examine whether the TMAC WorkQueue table is getting updated with new records. If not then look for any generic error in the WorkQueue service application log.
  • The SQL script to check table record is as follows: "select * from TMAC_WorkQueue order by CreateDate desc"
• In the TMAC Workbench application configuration file, verify if database address is correctly configured.

Email Workbench configuration key to check for database connectivity

Issue Description:

This error might occur when the email manager tries to connect for a given email account but fails to connect.

An error message

Troubleshooting steps:

• Ensure, configured email accounts, username and password are valid.
  • Confirm if the email account license is valid and not expired.
  • Run SQL script use[databasename] select * from Email_AccountConfiguration, a result output of the script will be similar to this

• Run https://outlook.office365.com/ews/exchange.asmx in browser the address, pop up will appear requesting for username and password. Provide configured username and password and click OK as shown below,

• On click of OK, if you are able to observe below the screen, it means provided credentials are valid and there is no issue with login.

• If you are not getting a page like above, then the email account is no more valid. Please check with the respective team to get a valid email account with proper credentials.

Issue Description:

TMAC workbench is not showing any emails in the TMAC Workbench Iframe window.

TMAC Workbench screen

Workaround:

This issue occurs usually when there is no connectivity to the database or if access to the database is denied.

• First try an Advance search, to do this click on the Advance button in TMAC Workbench screen and provide valid date inputs then click on the search button as shown below. If no data then proceed with the below step.

The output of TMAC Workbench on Advance search

• Go to IIS and look for TMAC_EmailWorkbench, right-click on that and select explore, you will then see web.config file, Open this configuration file, ensure connection string to the database is valid.

IIS Email Workbench

config key to check for the database connection string

• Open the TMAC Workbench application log file and verify if there are any errors mainly related to SQL.
• Open Event Viewer and look for any Application or System-level errors during that time.

Event Viewer screen

a) Issue Description:

Sending out emails via EmailManager could fail due to various reasons. In these cases, you will see log entry as below

finalRet:[{"code":<other than 0>,"message":"<other than success>","sessionid":"","rid":"<rid value>"}]

b) Troubleshooting

a) Issue Description:

EmailManager logs show one of the following error

ERROR EWSEmailAdapter.EWSEmailClient - Exception in ConnectToExchangeServer:Microsoft.Exchange.WebServices.Data.ServiceRequestException: The request failed. The remote server returned an error: (401) Unauthorized. ---> System.Net.WebException: The remote server returned an error: (401) Unauthorized.

OR

ERROR EWSEmailAdapter.EWSEmailClient - Exception in ConnectToExchangeServer:Microsoft.Exchange.WebServices.Data.ServiceRequestException: The request failed. The remote server returned an error: (404) Not Found. ---> System.Net.WebException: The remote server returned an error: (404) Not Found.

b) Cause

EmailManager received EWS authentication failure for the mailbox configured in Email_AccountConfiguration table

c) Troubleshooting

1. 1. This normally happens at the startup of the Email Manager Service. 401 error is the result of an incorrect password configured for the email account in Email_AccountConfiguration table and 404 is the result of invalid MailAccount Name.
   2. Ensure to have proper details in Email_AccountConfiguration table for MailAccountName, IncomingMailServerUserName, IncomingMailServerPassword, OutboundMailServerAddress, OutboundMailServerPassword. These details can be updated from OCM's Email Account Configuration Module.

Issue Description: Outlook plugin application is been uninstalled but user still can see the TMAC tab in outlook profile.

Workaround:

Navigate to the windows control panel and check if Tetherfi Outlook Plugin is uninstalled successfully. If present, then try removing/uninstalling it again.

If above doesn’t work, On your outlook profile click on File -> Options which will open up below window,

On the left menu list, select Add-ins which will show below a window.

Select Tetherfi Outlook Plugin under Add-ins then click on the button “Go”. On click of Go, below window will open up,

By default, a checkbox will be ticked for Tetherfi Outlook Plugin. Uncheck the checkbox and click on button Remove and then click OK.

This must solve the issue.

Issue Description:

This issue occurs usually after uninstalling the current Tetherfi Outlook Plugin version from the control panel window and then user again tries to install the same version of the file.

Error window is shown while installing a plugin

Resolution:

Uninstalling Tetherfi Outlook Plugin from the windows control panel sometimes will not remove all files from the installation directory path.

This issue occurs only when the user tries to run the same version (i.e. previously uninstalled) files again.

To solve this problem, follow steps as below,

1. Navigate to path C -> Users and select the logged-in user id/LANID folder.

As shown in the above screenshot, my username or login name is User. In your case, it might be different, might be a system login name or                     Lan-ID or any configured name.

Once you identify correct folder, then navigate further to below path,

C -> Users -> (UserLanID/UserProfileFolder) -> AppData -> Local -> Apps -> 2.0

Once you are able to navigate till above folder path, you will notice two folders (as shown below) inside 2.0 folder,

Both folders are created at the install time of the Tetherfi Outlook Plugin application. Folder W47RZ0NJ.575 is a random folder

generated by Plugin on installation, hence it might be with a different name in your location.

Delete both the folders and try installing the plugin again. This must resolve this issue.

2.    If the issue still persists we suggest you check out our below post and follow our instructions provided there.

Error: Unable to install, TetherfiOutlookPlugin.dll.config has a different computed hash than specified in the manifest.

Issue Description: Emails are being polled by Email Manager successfully, however in outlook user can’t perform email actions.

Troubleshooting steps:

• For an email account, if Outlook routing is to be enabled then column OutlookRoutingEnabled value in Email_AccountConfiguration table must be configured to 1. A sample screenshot is attached below for reference,

Email account configuration table

• Validate if the Outlook plugin is installed successfully, to verify follow below two steps.
  • go to the windows control panel, look for Tetherfi Outlook Plugin application name under programs and features list.
  • when the plugin is been installed successfully, custom tab TMAC will appear in Outlook as shown below.

Tetherfi Outlook Plugin Ribbon tab

• Open Outlook plugin configuration file ("TetherfiOutlookPlugin.dll.config.deploy")
  • verify if the Tetherfi outlook plugin is configured with a valid email account that needs to be monitored also verify whether web socket URLs and Tetherfi HTTP proxy URLs are configured correctly in the outlook plugin configuration file. Refer below screenshot for more information.
    

    Outlook plugin application configuration file

Tetherfi Outlook plugin logs are by default written in below windows path,

• Navigate to path C -> Users and select logged-in user id/LAN-ID folder.

•  As shown in above screenshot, my username or login name is User. In your case, it might be different, might be system login name  or Lan-ID or any configured name.
• Once you identify correct folder, then navigate further to below path,

    C -> Users -> (UserLanID/UserProfileFolder) -> AppData -> Local -> Apps -> 2.0

• Once you able to navigate till above folder path, you will notice two folders (as shown below) inside 2.0 folder,

• These both folders are created at install time of Tetherfi Outlook Plugin application. Folder 84E3J0RY.8K8 is a random folder generated by Plugin on installation, hence it might be with different name in your location.
• Open folder 84E3J0RY.8K8(in your case folder might be with different name), one more folder with random name can be seen, open it and navigate further till below folder path.

• File present inside this path with name logger.log is client /Tetherfi Outlook Plugin log file.

No, this is not configurable as we have limited this number to 10 at the application level.

As a standard approach, Email Manager (EMM) application will only poll max of 10 emails for each request to EWS.

Issue Description: When the config file of the Tetherfi Outlook plugin is been changed manually before deploying or running the installation file this issue occurs.

Resolution:

• Files get corrupted if changed manually, delete all files and re-take fresh build from the release folder and try installing.
• If the above method doesn’t work, then try removing add-in files from the registry.
  • To navigate to below registry path, run windows command “regedit”, this will open the registry window. Then navigate to below root folder,Registry Path:Computer\HKEY_CURRENT_USER\Software\Microsoft\Office\Outlook\AddIns\TetherfiOutlookPlugin
    

    Plugin Registry location.

    Note: Please be more conscious while modifying the registry. However, this is not recommended to do as it is risky to modify registry files. Instead, we recommend going with the below approach.

•  Try upgrading the application to a newer version or request our team to build the same files with different manifest file version.

No, Since Outlook Plugin is a Click-Once application release files will always come with pre-configured email accounts. Application will only monitors these pre-configured accounts.

Issue Description:

Agent has logged in to TMAC with email skills but unable to see his team's email account in TMAC workbench.

When this issue occurs neither agent will be able to send any emails out nor he will be able to see any incoming emails.

Components to Verify:

Troubleshooting steps:

1. Email Manager (EMM) application must be up and running.
2. Endpoint address of EMM application configured in TMAC Workbench must be valid and correct.
3. Check if TMAC Http Proxies is processing TMAC's request successfully. Can be verified using TMAC and TMAC Http Proxies log.
4. Check if agent's team id and team id column for an email account is same using OCM module (which can also be checked in database, Email Account Configuration table).