Empower 3 Waters Email Service application crashes, and emails are not sent - WKB65934

SYMPTOMS

• The Waters Email Center was installed and working properly.
• The Waters Email Service application crashed while running Empower 3 and no longer sends emails.
• The E-Mail Queue in the message center shows entries after the crash as Pending.

ENVIRONMENT

• Empower 3 SR3 Enterprise

CAUSE

• Unknown for initial reported case.
• An additional case root cause was determined to be a corrupted entry in the database table that stores the email server data.

FIX or WORKAROUND

• Open a CIT with Waters.
• The case with unknown cause was resolved as follows:

1. Uninstall the Waters Email Center using Windows Add/Remove programs.
2. Use the Empower 3 media to install the optional component for the Waters Email Center.
3. Reference KCS article 10745 to configure the Email Center.

• The case where a corrupted entry in the database table was suspected to be the cause was resolved by the global support team.

ADDITIONAL INFORMATION