Email fetching does not work

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bitkis
Znuny newbie
Posts: 8
Joined: 02 May 2017, 17:03
Znuny Version: 5.0.18

Email fetching does not work

Post by bitkis »

Hi,

I am at desperate with OTRS Mail fetch.
Always the same Error, found no solution so far :(

[Error][Kernel::System::MailAccount::IMAP::_Fetch][208] IMAPS:Can't process mail, email no 1 is empty!

And sometimes this:
[Error][Kernel::System::State::StateLookup][589] No State for open found!
[Error][Kernel::System::State::StateLookup][589] No State for pending reminder found!

Systeminfo

Code: Select all

Exchange 2013 Server  imap or pop3 no difference 
ubuntu 16.04 with OTRS 5.0.18 installed

  o Apache::DBI......................ok (v1.12)
  o Apache2::Reload..................ok (v0.13)
  o Archive::Tar.....................ok (v2.04)
  o Archive::Zip.....................ok (v1.56)
  o Crypt::Eksblowfish::Bcrypt.......ok (v0.009)
  o Crypt::SSLeay....................ok (v0.73_04)
  o Date::Format.....................ok (v2.24)
  o DBI..............................ok (v1.634)
  o DBD::mysql.......................ok (v4.033)
  o DBD::ODBC........................Not installed! (optional  - Required to connect to a MS-SQL database.)
  o DBD::Oracle......................Not installed! (optional  - Required to connect to a Oracle database.)
  o DBD::Pg..........................Not installed! (optional  - Required to connect to a PostgreSQL database.)
  o Digest::SHA......................ok (v5.95)
  o Encode::HanExtra.................ok (v0.23)
  o IO::Socket::SSL..................ok (v2.024)
  o JSON::XS.........................ok (v3.01)
  o List::Util::XS...................ok (v1.41)
  o LWP::UserAgent...................ok (v6.13)
  o Mail::IMAPClient.................ok (v3.38)
    o IO::Socket::SSL................ok (v2.024)
  o ModPerl::Util....................ok (v2.000009)
  o Net::DNS.........................ok (v0.81)
  o Net::LDAP........................ok (v0.65)
  o Template.........................ok (v2.24)
  o Template::Stash::XS..............ok (undef)
  o Text::CSV_XS.....................ok (v1.21)
  o Time::HiRes......................ok (v1.9726)
  o Time::Piece......................ok (v1.29)
  o XML::LibXML......................ok (v2.0123)
  o XML::LibXSLT.....................ok (v1.94)
  o XML::Parser......................ok (v2.44)
  o YAML::XS.........................ok (v0.41)

Bundled modules:

  o Algorithm::Diff..................ok (v1.1903)
  o Apache::DBI......................ok (v1.12)
  o CGI..............................ok (v4.21)
  o CSS::Minifier....................ok (v0.01)
  o Class::Inspector.................ok (v1.28)
  o Crypt::PasswdMD5.................ok (v1.40)
  o Date::Pcalc......................ok (v1.2)
  o Email::Valid.....................ok (v1.196)
  o Encode::Locale...................ok (v1.05)
  o IO::Interactive..................ok (v0.0.6)
  o JSON.............................ok (v2.90)
  o JSON::PP.........................ok (v2.27203)
  o JavaScript::Minifier.............ok (v1.14)
  o LWP..............................ok (v6.13)
  o Linux::Distribution..............ok (v0.23)
  o Locale::Codes....................ok (v3.36)
  o MIME::Tools......................ok (v5.507)
  o Mail::Address....................ok (v2.14)
  o Mail::Internet...................ok (v2.14)
  o Module::Refresh..................ok (v0.17)
  o Mozilla::CA......................ok (v20150826)
  o Net::HTTP........................ok (v6.09)
  o Net::IMAP::Simple................ok (v1.2206)
  o Net::SSLGlue.....................ok (v1.055)
  o PDF::API2........................ok (v2.025)
  o SOAP::Lite.......................ok (v1.19)
  o Sys::Hostname::Long..............ok (v1.5)
  o Text::CSV........................ok (v1.33)
  o Text::Diff.......................ok (v1.44)
  o URI..............................ok (v1.69)
  o YAML.............................ok (v1.15)
  o parent...........................ok (v0.234)

Made no changes, some days it works and then again not.
root
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Posts: 3934
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Re: Email fetching does not work

Post by root »

bitkis wrote: And sometimes this:
[Error][Kernel::System::State::StateLookup][589] No State for open found!
[Error][Kernel::System::State::StateLookup][589] No State for pending reminder found!

Made no changes, some days it works and then again not.
Did you renamed the state names?
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bitkis
Znuny newbie
Posts: 8
Joined: 02 May 2017, 17:03
Znuny Version: 5.0.18

Re: Email fetching does not work

Post by bitkis »

This Setting was last changed 2012, has never been a problem.
We have a german setup.

Now the Mails are gone, no ticket and no mail in the inbox??
But a diferent error:
"Failed to retrieve the following message using the IMAP4 protocol: 25507."

Has the number a meaning?
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jojo
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Posts: 15019
Joined: 26 Jan 2007, 14:50
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Re: Email fetching does not work

Post by jojo »

the errror is not an OTRS error. It is from your mail server.

You should set the Loglevel to Debug and check your logs. Alternative I suggest buying commercial support for setup and configuration of your system
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
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Never change Defaults.pm! :: Blog
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bitkis
Znuny newbie
Posts: 8
Joined: 02 May 2017, 17:03
Znuny Version: 5.0.18

Re: Email fetching does not work

Post by bitkis »

Ok, but the "mail is empty" error is from otrs only?
jojo
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Re: Email fetching does not work

Post by jojo »

this error can be created if the used Perl Mime module crashes. So a debugging is needed.
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master

Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
bitkis
Znuny newbie
Posts: 8
Joined: 02 May 2017, 17:03
Znuny Version: 5.0.18

Re: Email fetching does not work

Post by bitkis »

Ok, tested twice.
When I delete the other mails and send a new to the inbox it generates the ticket, but if I undelete the other mails the error comes again.
IMAP or POP3 same error.
bitkis
Znuny newbie
Posts: 8
Joined: 02 May 2017, 17:03
Znuny Version: 5.0.18

Re: Email fetching does not work

Post by bitkis »

I have now found out more details.
When I Format some mails to Text only it works, also if i format them back to html. But this works only with an image as attachment.
A mail with a pdf attachment generates always the "email no 1 is empty!" Error. Same mail without pdf (1mb) works.
Very strange
nedmaj
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Re: Email fetching does not work

Post by nedmaj »

Hi,

Looks like some problem with a postmaster filter, or maybe a system monitoring filter, trying to process your mail. I suggest you double check it.
Samuel

Znuny 6.3.4 | OTRS 5.0.17
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Database: Postgres | Oracle 12.1
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