eDiscovery Legal hold email fails to sent with the error "Null or empty email address in To field"

book

Article ID: 100033714

calendar_today

Updated On:

Description

Error Message


The Job Status log contains the following message:

mm/dd/yyyy hh:mm:ss Null or empty email address in the To field.
mm/dd/yyyy An error occurred while trying to send legal hold notice Demonstration: Custodian Notice 1 to null - [#80127] Invalid address Null or empty email address in To field.

The Server log, located on D:\CW\Vxx\logs, contains the following stack trace:
(Note:  Vxx (is the installed version of the product)

yyyy-mm-dd hh:mm:ss,  WARN  [esa.jobmanager.JobManager] (exception-thpool.jobmanager.0.318.1.5.6.1551943147729191017:) job 1.5.6.1551943147729191017 failed with exception
com.teneo.esa.litholds.email.HoldsEmailException: [#510200] A fatal error occurred while trying to send emails for legal hold notice Demonstration: Custodian Notice 1
    at com.teneo.esa.litholds.email.HoldEmailsManager.sendInitialEmail(HoldEmailsManager.java:211)
    at com.teneo.esa.litholds.email.HoldsEmailSendJob.run(HoldsEmailSendJob.java:173)
    at com.teneo.esa.jobmanager.JobRunner.executeJob(JobRunner.java:152)
    at com.teneo.esa.jobmanager.JobRunner.executeJob(JobRunner.java:137)
    at com.teneo.esa.jobmanager.JobRunner.access$000(JobRunner.java:59)
    at com.teneo.esa.jobmanager.JobRunner$1.call(JobRunner.java:184)
    at com.teneo.esa.common.ThreadPool.Task.cwRun(Task.java:288)
    at com.teneo.esa.common.util.CWRunnableImpl.run(CWRunnableImpl.java:45)
    at com.teneo.esa.common.util.CWThread.run(CWThread.java:88)
Caused by: com.teneo.esa.litholds.email.HoldsEmailException: [#510200] A fatal error occurred while trying to send emails for legal hold notice Demonstration: Custodian Notice 1
    at com.teneo.esa.litholds.email.HoldEmailsManager.sendInitialEmail(HoldEmailsManager.java:463)
    at com.teneo.esa.litholds.email.HoldEmailsManager.sendInitialEmail(HoldEmailsManager.java:204)
    ... 8 more
Caused by: com.teneo.esa.litholds.email.HoldsEmailException: [#510246] All emails sent for legal hold notice Demonstration: Custodian Notice 1 had errors.  Check the SMTP settings and custodians e-mail addresses and try again.
    at com.teneo.esa.litholds.email.HoldEmailsManager.sendInitialEmail(HoldEmailsManager.java:454)

 

Cause

The Primary Email field in Employee Attribute Mapping does not have an Active Directory attribute value (Figure 3).  The default value is mail.

Figure 3
User-added image

Resolution

Change Primary Email value in Employee Attribute Mapping to mail:
  1. Navigate to System > Directories and Servers > Employee Attribute Mapping
  2. Change Primary Email address value to mail and click save

Run a Full Active Directory Sync:
  1. Log into Clearwell with a System Administrator account
  2. Navigate to System > Support Features > Property Browser
  3. In the Name of Property to Change field, copy and paste the following: esa.employeemanager.directory.sync.crawler.enablefullsync
  4. In the New Value (leave blank to remove) field, enter the following value (case sensitive): true
  5. Check the Confirm change. Select the Are you Sure? checkbox and choose the Submit button.
  6. Restart eDiscovery services and perform an Active Directory sync.
Note: After the full sync (which will take longer than an incremental sync), verify that the once missing Objects are now populated in the Employee List. If they are populated as desired, reset the property in the above Step 3 back to a Value of false and restart eDiscovery services for the final time.

Issue/Introduction

Legal Hold notices fail to send custodian emails. The Job Status Log shows this is due to an invalid or null address, even though the E-Mail Address field in the Employee List (Figure 1) shows a valid email address.

Figure 1

User-added image

An inspection of the Legal Hold Notice Email Info shows that the email address field is blank (Figure 2).

Figure 2

User-added image

Powered by Wolken Software