c.Support Community

Hello - we have had an issue with cSupport for awhile now and I was wondering if anyone has the same issue.  We send email notifications directly from cSupport to our Exchange server.  If for any reason (reboot, patch install, etc) cSupport loses contact with the Exchange server, the Email Agent crashes and has to be restarted manually before email notifications can be processed again.  We have raised the issue with cSupport in the past, but without resolution.  Here is the text of the fault in the Windows Log:

Event Type:    Error
Event Source:    cSupport Agent Service
Event Category:    None
Event ID:    7
Date:        7/9/2008
Time:        10:08:16 PM
User:        N/A
Computer:    *******
Description:
Gwi.Exceptions.GwiException Occurred.
*********************************************
ExceptionCode: Unspecified
Message: An error occurred executing EmailProcessingAgent
Data:
TargetSite: NULL
HelpLink: NULL
Source: NULL

2) Exception Information
*********************************************
Exception Type: Gwi.Exceptions.GwiException
ExceptionCode: Unspecified
Message: Connetion to the server ****.****.*** failed, verify the server address, port number and authentication method and retry.
Data:
TargetSite: Void ProcessIncidentEmails()
HelpLink: NULL
Source: Gwi.cSupport

AdditionalInformation
*********************************************
ServerName: ***.****.***
UserName: helpdesk
PortNumber: 110
UseSSL: False
LogEntries:
Time: 7/9/2008 10:08:16 PM
ID:
Text: Connecting to **.**.**.**:110.
Size: 0
EntryType: Read

Time: 7/9/2008 10:08:16 PM
ID: 3b298b5a-c526-441c-b745-7552e15c7f20
Text: -ERR The service has not been started.
Size: 38
EntryType: Read
LocalEndPoint.Address: *******
LocalEndPoint.Port: 4446
RemoteEndPoint.Address: ******
RemoteEndPoint.Port: 110


StackTrace Information
*********************************************
   at Gwi.cSupport.Facade.AgentServices.EmailProcessing.EmailProcessor.ProcessIncidentEmails()
   at Gwi.cSupport.Services.Agents.EmailProcessingAgent.Execute()
   at Gwi.cSupport.Services.Agents.AgentBase.OnTimer_Execute(Object obj)

3) Exception Information
*********************************************
Exception Type: Gwi.Net.POP3.Client.POP3_ClientException
StatusCode: -ERR
ResponseText: The service has not been started.
Message: -ERR The service has not been started.
Data:
TargetSite: Void Authenticate(System.String, System.String, Boolean)
HelpLink: NULL
Source: Gwi.Net

StackTrace Information
*********************************************
   at Gwi.Net.POP3.Client.POP3_Client.Authenticate(String userName, String password, Boolean tryApop)
   at Gwi.cSupport.Facade.AgentServices.EmailProcessing.EmailProcessor.ProcessIncidentEmails()


Additional Information
*********************************************
TimeStamp: 7/9/2008 10:08:16 PM
OS Platform: Win32NT
OS Version: 5.2.3790.131072
CLR Version: 2.0.50727.1433
MachineName: ********
WindowsIdentity: *******\********

*********************************************


For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp.

Hello BillT,

Because it doesn't happen very frequently...I'm concerned to hear about user issues that haven’t been resolved, so I hope you don’t mind that I looked into your account to further familiarize myself with the details of this issue.  I see that we have worked exclusively with Josh on any support calls you folks have made, but unfortunately I don’t see any call relating to an email agent issue.  One detail I would be curious about is which version of c.Support you are using?  The email agents in our later versions are quite resilient so I’m inclined to guess you might be on an earlier version.  Also, is there a possibility that the issue revolves more around your email server than it does with c.Support or other applications you may be running? 

I guess my recommendation would be, aside from hoping another c.Support user might lend you some assistance, that you contact our Support Team again and see if we can work together to get this resolved.  They can be reached at support@gwi.com or 360-397-1099.

Best wishes,

Eric

I believe our organization has had the same problem. We have somewhat ironed it out by making some changes on our end, but the c.Support Agent service doesn't seem to be very resiliant to me. This still occurs in Version 7 every now and then.

Anytime there is the slightest blip in the network that keeps the c.Support Server from communicating with the SQL server, the c.Support Agent Service just stops. I worked with support on this for some time, but believe it is still an issue even in the latest versions.

--Nick

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