Hornbill ESP Message Processing Error

[Giuseppe Iannacone]

We have a mailbox configured for receiving customer request. Currently we have received 3 error messages. reporting Hornbill ESP Message Processing Error

here is the content of the error message and attached you can find the files for the debugging:

Quote

We have detected an error during the message decoding process for the attached inbound mail message. This could be due to the MIME decoding problem in Hornbill's software, a corrupt message from the message originator or a general communications problem. You will find the original raw RFC822 formatted message as well as other useful files attached to this message in order to help you identify the message originator and aid in debugging the problem.

Please ask the originator of the message to send it to you again. If the problem persists and you are happy that this message or its attachments do not contain confidential personal or commercial information, please contact Hornbill support or your Hornbill partner if you have a valid support contract or post the problem on Hornbill's community support forum (https://forums.hornbill.com/) in order that we can investigate this problem further.

Thank You.

Hornbill Development Team

Message tracking ID: imap4-Service Desk-4609c4a686029cd6

The error encountered was:

Illegal byte sequence

Quote

We have detected an error during the message decoding process for the attached inbound mail message. This could be due to the MIME decoding problem in Hornbill's software, a corrupt message from the message originator or a general communications problem. You will find the original raw RFC822 formatted message as well as other useful files attached to this message in order to help you identify the message originator and aid in debugging the problem.

Please ask the originator of the message to send it to you again. If the problem persists and you are happy that this message or its attachments do not contain confidential personal or commercial information, please contact Hornbill support or your Hornbill partner if you have a valid support contract or post the problem on Hornbill's community support forum (https://forums.hornbill.com/) in order that we can investigate this problem further.

Thank You.

Hornbill Development Team

Message tracking ID: imap4-Service Desk-c31383addaee7339

The error encountered was:

Failed to add message to the inbound queue. Operation[mail::addMessageToQueue] The XMLXC request message contains invalid characters for the UTF-8 encoding scheme

MessageRFC822__.txt

MessageRFC822_.txt

MessageRFC822.txt

[Victor]

@Giuseppe Iannacone this is the issue:

17 minutes ago, Giuseppe Iannacone said:

message contains invalid characters for the UTF-8 encoding scheme

Try to enable this setting: mail.importer.forceUtf8FixHack but please read the description of the settings in the screenshot to understand what the issue is and what the setting does and how the issue should be addressed.

[Giuseppe Iannacone]

Thank you for the reply but i believe this is the answer to only one of the 2 errors.

this reply to this error

but we have received also this

are both issue related to the UTF-8 encoding?

[Victor]

@Giuseppe Iannacone

13 minutes ago, Giuseppe Iannacone said:

are both issue related to the UTF-8 encoding

Yes. For some reason (not Hornbill related), these emails are not correctly encoded. By default, Hornbill will reject these but you can bypass this via mail.importer.forceUtf8FixHack

[Giuseppe Iannacone]

thanks for the clarification, and very quick reply.

I reallly appreciate it

[Giuseppe Iannacone]

On 11/9/2017 at 12:07 PM, Victor said:

Try to enable this setting: mail.importer.forceUtf8FixHack but please read the description of the settings in the screenshot to understand what the issue is and what the setting does and how the issue should be addressed.

even with the settings enabled, we are receiving still the "Hornbill ESP Message Processing Error"

we cannot loose any email sent to us. even if not well formatted. Can this be avoid?

[Victor]

@Giuseppe Iannacone

What is the error in the message?

EDIT: by enabling mail.importer.forceUtf8FixHack, Hornbill mail processor will attempt to fix the incorrect encoding, but it's not a "guaranteed" fix...

[Matthew Puglisi]

This thread led me to the following Microsoft article regarding UTF-8 with Chinese characters:

When you use Outlook to send an HTML e-mail message to an Exchange Server 2007 user, the e-mail message appears garbled, or it contains Asian characters | Microsoft Support

This eventually led me to a client-side solution (albeit not ideal). The only way I was able to get Hornbill to process one of at least 18 different failed emails we received was to do the following:

1. Open the original email
2. Click “Message” tab
3. Under the “Move” section on the ribbon, click “Actions” and mouse through the following path:
   Actions / Other Actions / Encoding / More -> Scroll down and select “Unicode (UTF-8)”
4. Re-send the transcoded email.

The major downside is that the Chinese (or possibly other incompatibly formatted characters) will be turned into complete gibberish. In my tests, only the English characters survived, but for our purposes that usually enough to at least start a dialog with our customer and get additional details if necessary. I think the global solution might be to push a group policy that sets Outlook to default to UTF-8 for outgoing emails, but we are still looking into this.