How To Fix CRM_MKTHV_SMM027 - Package &1 set to failed after timeout. Ping not successful

SAP Error Message - Details

• Message type: E = Error

• Message class: CRM_MKTHV_SMM - High Volume Campaign Mass Mailer

• Message number: 027

• Message text: Package &1 set to failed after timeout. Ping not successful

What causes this issue?

Mass mail package was not processed in time. Either problems in SMTP
infrastructure, SAP Mass Mailer programm has been crashed or CRM system
was down as Mass Mailer executes callback functions. Package timeout
value is too small for infrastructure or package size.

The system issues an error message and will not allow you to continue with this transaction until the error is resolved.

System Response

Package status is set to failed. Warning message is displayed.

How to fix this error?

If packages fail often contact your system administrator.

Procedure for System Administrators

Failed packages will be processed again automatically. Since the SAP
Mass Mailer supports resumability it can handle the exceptional cases
described above. If the package fails several times, the status of the
package changes to error. It is possible to define the maximum value of
failed tries in global customizing with parameter MAX_FAILED_TRIES.
Default is 3.
It is also possible to define the package timeout value in global
customizing with parameter TIMEOUT_VALUE. The timeout value for package
processing is defined in minutes. If a package is not finished in time,
the external SAP Mass Mailer process will be checked. Default is 300.

Error message extract from SAP system. Copyright SAP SE.

Smart SAP Assistant

• What is the cause and solution for SAP error message CRM_MKTHV_SMM027 - Package &1 set to failed after timeout. Ping not successful ?

  The SAP error message CRM_MKTHV_SMM027 Package &1 set to failed after timeout. Ping not successful typically indicates that there is a timeout issue when trying to communicate with a specific package or service in the SAP CRM system. This can occur in various scenarios, such as when the system is trying to connect to an external service or when there is a delay in processing a request.
  Causes:
  
  Network Issues: There may be network connectivity problems between the SAP system and the external service or database.
  Service Unavailability: The external service or system that the SAP CRM is trying to reach may be down or not responding.
  Timeout Settings: The timeout settings for the connection may be too short, causing the system to fail before a response is received.
  Performance Issues: The SAP system or the external service may be experiencing performance issues, leading to delays in processing requests.
  Configuration Errors: Incorrect configuration settings in the SAP system or the external service can lead to communication failures.
  
  Solutions:
  
  Check Network Connectivity: Ensure that there are no network issues preventing communication between the SAP system and the external service. You can use tools like ping or traceroute to diagnose network problems.
  Verify Service Availability: Check if the external service is up and running. If it is down, you may need to wait until it is restored or contact the service provider.
  Adjust Timeout Settings: If the timeout settings are too short, consider increasing them. This can usually be done in the configuration settings of the SAP system or the relevant service.
  Monitor Performance: Use performance monitoring tools to check the load on the SAP system and the external service. If either is under heavy load, consider optimizing performance or scaling resources.
  Review Configuration: Double-check the configuration settings for the connection to ensure they are correct. This includes checking URLs, authentication settings, and any other relevant parameters.
  Check Logs: Review the SAP application logs and system logs for any additional error messages or warnings that may provide more context about the issue.
  
  Related Information:
  
  SAP Notes: Check the SAP Support Portal for any relevant SAP Notes that may address this specific error message or provide additional troubleshooting steps.
  Documentation: Refer to the official SAP documentation for guidance on configuring and troubleshooting CRM and external service connections.
  Community Forums: Engage with the SAP Community or other forums where SAP professionals discuss similar issues. You may find others who have encountered and resolved the same error.
  
  If the issue persists after trying the above solutions, it may be beneficial to involve your SAP Basis team or SAP support for further assistance.