I have various agents throughout the day that are receiving red screens and error messages when they are deleting e-mail or faxes in Agent desktop.
The messages are normally of the nature "There was an error sending your message. Possible causes include a network communications error or the message is too large for the Exchange server. To resolve the issue, try resizing the message size."
I have found that the message size is not the issue, nor do we have network problems.
The other error normally encountered is: "There was an error deleting your message."
Once the agent red screens they have to shutdown Agent Desktop and IP Communicator. Sometimes they have to restart their PC.
Any help would be greatly appreciated. This problem started about 8 months ago and continues to escalate.
The Java applet within CAD opens an IMAP and SMTP connection to the Exchange CAS node/array. When the agent clicks delete, CAD actually attempts to move the message via. IMAP to the Pending Delete folder. The first question to answer is: does this message get moved or not? You can login to the mailbox with OWA, Outlook MAPI, or another IMAP client and see which folder the message is in.
If I were to take a shot in the dark, my guess is that the message doesn't get moved. The next question is why. Either the user's PC is misconfigured (e.g. IE Compatibility Mode, wrong JRE version, insufficient Java heap size, etc.) or Exchange denied the IMAP operation, most commonly due to the throttling policy step being skipped.
There is an entire chapter of the CAD Installation Guide (page 29) dedicated to setting up Agent Email, including on the Exchange side. I suggest combing through that and ensuring everything is setup exactly as it suggests before bothering with packet captures or log analysis.
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The below trick might come handy when you have to add a new node to a cluster but you don't have or is unsure of the security password for the publisher. This procedure has been around for ages.
1) Login into the CLI of the Publisher.