Inbound Error invalid XML message

Version 2

    Verified Product Versions

    LANDESK Service Desk 7.8.xLANDESK Service Desk 2016.xLANDESK Asset Central 2016.x

    Inbound Error - invalid XML message

    Problem:

    Inbound mail engine errors while processing certain incoming e-mails from the Service Desk Mail Inbox. It writes an error message in the application event log with the message - "The message is not a valid XML message". After polling the e-mail in question it either flags it as read or leaves it as an unread mail. In either case the same error appears in the application event log. (See below for sequence of error messages which you can see in the application event log.this sequence.)


    Cause:

    Some messages are sent using a non-standard format called - TNEF. In the internet header of the mail you will see it as follows:


    "Content-Type: application/ms-tnef; "

    Many e-mail clients can't read this format including Lotus Notes, Thunderbird / Netscape Mail and microsoft's outlook express. Service Desk too does not support this format.


    Solution:

    Please ensure that all the incoming mails in the mail account used by Inbound Mail are sent using standard mail formats such as MIME and HTML avoiding content-type TNEF.


    Sample application eventlog error message:


    Error from Inbound Mail Engine:

    System.Web.Services.Protocols.SoapHeaderException: The message is not a valid XML message ---> System.Xml.XmlException: Root element is missing.
       at System.Xml.XmlTextReaderImpl.Throw(Exception e)
       .
       .
          
    Error from Microsoft WSE 2.0:

    System.Xml.XmlException: Root element is missing.
       at System.Xml.XmlTextReaderImpl.Throw(Exception e)
       .
       .
        
    Error from Touchpaper Services:
      
    InvalidOperationException
    There is an error in XML document (7, -140).

    Stack Trace:
       at System.Xml.Serialization.XmlSerializer.Deserialize(XmlReader xmlReader, String encodingStyle, XmlDeserializationEvents events)
       .