5 Replies Latest reply on Jul 1, 2011 1:59 AM by Adam Wilden

    Help!  Outgoing emails failing after upgrade to 7.4

    Adam Wilden Expert
    Adam Wilden Jun 30, 2011 12:30 PM

      Hi,

       

      Landesk upgraded us to 7.4 today but we didn't check emails.

       

      I've just noticed that none have sent to customers since we upgraded.  SLA emails etc send OK.

       

      The others are showing as failed in the queue...

       

      Does anyone have any ideas?

       

      Many thanks - Adam.

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        • 1. Re: Help!  Outgoing emails failing after upgrade to 7.4
          Adam Wilden Expert
          Adam Wilden Jun 30, 2011 1:02 PM (in response to Adam Wilden)
          Event log for OutBound email shows:
          Object reference not set to an instance of an object.
          And also for Touchpaper Services shows:
          The description for Event ID 0 from source Touchpaper Services cannot be found. Either the component that raises this event is not installed on your local computer or the installation is corrupted. You can install or repair the component on the local computer.
          If the event originated on another computer, the display information had to be saved with the event.
          The following information was included with the event:
          OracleException
          ORA-00001: unique constraint (LD_BTO.INDEX$TPS_USER$NAME) violated
          Stack Trace:
          at Touchpaper.Framework.Data.DataObjectContext.DoUpdates(IList listToUpdate, IList listMutualDependencies)
          at Touchpaper.Framework.Data.DataObjectContext.SaveChanges()
          at Touchpaper.Framework.Web.DataService.SaveChanges(SDataObjectContext sctxt, Boolean returnChanges)
          at Touchpaper.Framework.Web.DataService.SaveObjects(SDataObjectContext sctxt)
          the message resource is present but the message is not found in the string/message table
          • 2. Re: Help!  Outgoing emails failing after upgrade to 7.4
            karenpeacock SupportEmployee
            karenpeacock Jun 30, 2011 1:12 PM (in response to Adam Wilden)

            Hi Adam

             

            I sent you an email via a case update.  Did you get this?

             

            Thanks

            Karen

            • 3. Re: Help!  Outgoing emails failing after upgrade to 7.4
              Adam Wilden Expert
              Adam Wilden Jun 30, 2011 1:19 PM (in response to karenpeacock)

              Hi Karen,

               

              Yes thanks.

               

              We tried update md_attribute_type set md_sub_data_type = 20 where md_guid = 'CB058B53A483564AB66FCFF5476D44E9'; but it made no difference.

               

              Still getting "Object Reference Not Set" or "Specified Cast in Invalid" errors in the Event log and all outbound non-SLA generated emails failing.

               

              Our DBAs are poring through the email tables in the hopes of spotting something.

               

              (Sorry - I replied to your email by mistake.)

              • 4. Re: Help!  Outgoing emails failing after upgrade to 7.4
                Expert
                hadyn.dawson Jun 30, 2011 7:20 PM (in response to Adam Wilden)

                Hi Adam,

                 

                We ran into similar problems and used this script-

                 

                Update  md_attribute_type set md_sub_data_type = '20' where md_name =  'EMailAddress' and md_database_table_guid = (select md_guid from  md_database_table where md_name ='TPS_USER');

                 

                To correct it. I think it is much the same as the one Karen probably provided but maybe the GUID value is different?

                 

                Cheers,

                Hadyn

                • 5. Re: Help!  Outgoing emails failing after upgrade to 7.4
                  Adam Wilden Expert
                  Adam Wilden Jul 1, 2011 1:59 AM (in response to Adam Wilden)

                  Thanks to everyone for your help, especially Karen working unofficially when she could have been down the pub 

                   

                  Our issue seems to be resolved, although we can't see the Outbound service running at all in the event log!

                   

                  We will reboot the relevant server over the weekend.

                   

                  We know it must be running and we know it's got the correct configuration for logging.  We also know it's not running from another server.

                   

                  Very strange.

                   

                  Will post back when we find out what actually happened.

                   

                  Excellent support as always.

                   

                  Cheers.