About Failed Message Tracking

Failed Message Tracking is an optional feature that displays email messages that have failed to be stored in the archive or fully indexed into the database.

Messages may fail because:

  • The message cannot be associated with a customer.
  • The message is larger than the maximum size limit. (approx. 1 GB)
  • The message, either partially or fully, failed to be indexed into the database.

When an email message arrives, Continuity normally parses the message for metadata and other information, then stores the message in the archive and sends the metadata to be indexed by the server.

If the message cannot be stored correctly the first time, several more attempts are made to store the message into its archives. If, after repeat attempts, the message cannot be stored into the archives, its metadata is entered into the Failed Message database.

After a message stores correctly, it is sent to be indexed. Again, several attempts are made to index each message. If a message cannot be indexed at all, or can only be partially indexed, its metadata is also placed into the Failed Message database.

Continuity administrators whose company has the Failed Message Tracking feature enabled by Support can access the Failed Message Tracking functionality through menu items on the Continuity Administration Console.

Email Archival Reviewers can access the feature from both the AMS home page, and from the Email Archival menu.

Failed Message Tracking Additional Information and Limitations

  • In the case of the very small minority of messages whose metadata is so corrupt that an association with a Reviewer Group is not possible, that message will not be displayed on the Failed Message Tracking page, unless the scope of the Reviewer Group specified is All Users.
  • Depending on what time of day a message storage or indexing failure occurs (relative to UTC), the Failed Message Tracking search count (which uses local time) may differ from the Daily Message Volume Failed Message Count chart value (which uses UTC time). The counts are not lost, just rolled into the next day.