Hornbill ESP Message Processing Error

[m.vandun]

Hi,

We have received an email with the following content:

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-16eca59496eae72c

The error encountered was:

No recipients found. Unable to process the message

 

Any idea what this could be?

Regards,

Mark

[Gerry]

According to the error message...

No recipients found. Unable to process the message

Looks like the email message its self did not include any email recipients (from, to, cc, bcc)... so an invalid email message.  The tracking ID will allow you to look in the logs and see  the message processing

Gerry

[m.vandun]

Hi @Gerry,

I tried searching in the logs but cannot find anything on the tracking ID. How can I best search for this?

Regards,

Mark

[Gerry]

Hi Mark,

Its probably in the archives now as we archive everything 24/7.  If you have a support service you could log a call and the techs might be able to retrieve the log. Alternatively wait until it occurs again and then download the log for the same day. 

 

Gerry

[m.vandun]

Hi Gerry,

Thanks for the reply, will do that.

Thanks for the help.

Mark

[m.vandun]

Hi @Gerry,

Today we got this message again. Tried searching the log but could not find anything.

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-6c02a60734c7347c

The error encountered was: Failed to add message to the inbound queue. Operation[mail::addMessageToQueue] Unable to obtain [Service] mailbox

How can I best troubleshoot this message?

Regards,

Mark

[Victor]

@m.vandun most likely occurred because of this underlying issue (link below). However this has now been sorted so you should not see the issue again, Please do let us know if this is not the case.