If the email fetching stops abruptly and the status still shows as Running, then we need to get the threaddump and the below details at the time of issue for analysis.
This can be generated from support tab -->Thread Dump
You need to generate thread dump when the email fetching status says Running and there are no emails fetching in . Once the page fully loads, close that browser and then go to [ManageEngine\ServiceDesk\Server\Default\Logs], here you will have a file called threaddump0.txt.
Copy paste the file to the desktop and then repeat the process at least for three times. Also this should only be done at the time of issue and also before restarting the application or making any changes.
Once you gather the threaddumps, also get the zip of logs folder and send it to support@servicedeskplus.com along with this forum link for analysis.
Along with the above details, please send us the Data Count and Schedule Activities from the Support Tab as well.
Regards,
Santhosh Mahiban
SDP Support - FAQ
ServiceDesk Plus - Help Desk Software of your Choice
This can be generated from support tab -->Thread Dump
You need to generate thread dump when the email fetching status says Running and there are no emails fetching in . Once the page fully loads, close that browser and then go to [ManageEngine\ServiceDesk\Server\Default\Logs], here you will have a file called threaddump0.txt.
Copy paste the file to the desktop and then repeat the process at least for three times. Also this should only be done at the time of issue and also before restarting the application or making any changes.
Once you gather the threaddumps, also get the zip of logs folder and send it to support@servicedeskplus.com along with this forum link for analysis.
Along with the above details, please send us the Data Count and Schedule Activities from the Support Tab as well.
Regards,
Santhosh Mahiban
SDP Support - FAQ
ServiceDesk Plus - Help Desk Software of your Choice