OTRS Stopped Pulling in Tickets

[jfreeman2nc]

I finally started pulling our main email box into OTRS yesterday. Everything was running smoothly at first but then I started getting the following errors:

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[Sun Oct  2 20:30:01 2011][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterMailbox, because it's already running

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[Sun Oct  2 20:40:49 2011][Error][Kernel::System::MailAccount::POP3::Fetch][188] POP3: Can't process mail, email no 1 is empty!
[Sun Oct  2 20:41:03 2011][Error][Kernel::System::MailAccount::POP3::Fetch][188] POP3: Can't process mail, email no 1 is empty!
[Sun Oct  2 20:42:20 2011][Error][Kernel::System::MailAccount::POP3::Fetch][188] POP3: Can't process mail, email no 2 is empty!
[Sun Oct  2 20:42:20 2011][Error][Kernel::System::MailAccount::POP3::Fetch][188] POP3: Can't process mail, email no 3 is empty!
[Sun Oct  2 20:42:20 2011][Error][Kernel::System::MailAccount::POP3::Fetch][188] POP3: Can't process mail, email no 4 is empty!
[Sun Oct  2 20:42:20 2011][Error][Kernel::System::MailAccount::POP3::Fetch][188] POP3: Can't process mail, email no 5 is empty!
[Sun Oct  2 20:42:20 2011][Error][Kernel::System::MailAccount::POP3::Fetch][188] POP3: Can't process mail, email no 6 is empty!
[Sun Oct  2 20:42:20 2011][Error][Kernel::System::MailAccount::POP3::Fetch][188] POP3: Can't process mail, email no 7 is empty!
[Sun Oct  2 20:42:20 2011][Error][Kernel::System::MailAccount::POP3::Fetch][188] POP3: Can't process mail, email no 8 is empty!
[Sun Oct  2 20:42:20 2011][Error][Kernel::System::MailAccount::POP3::Fetch][188] POP3: Can't process mail, email no 9 is empty!
[Sun Oct  2 20:42:20 2011][Error][Kernel::System::MailAccount::POP3::Fetch][188] POP3: Can't process mail, email no 10 is empty!
[Sun Oct  2 20:42:22 2011][Error][Kernel::System::MailAccount::POP3::Fetch][188] POP3: Can't process mail, email no 11 is empty!
[Sun Oct  2 20:42:24 2011][Error][Kernel::System::MailAccount::POP3::Fetch][188] POP3: Can't process mail, email no 12 is empty!
[Sun Oct  2 20:42:26 2011][Error][Kernel::System::MailAccount::POP3::Fetch][188] POP3: Can't process mail, email no 13 is empty!
[Sun Oct  2 20:42:28 2011][Error][Kernel::System::MailAccount::POP3::Fetch][188] POP3: Can't process mail, email no 14 is empty!
[Sun Oct  2 20:42:30 2011][Error][Kernel::System::MailAccount::POP3::Fetch][188] POP3: Can't process mail, email no 15 is empty!
[Sun Oct  2 20:42:30 2011][Notice][Kernel::System::MailAccount::POP3::Fetch] POP3: Fetched 15 email(s) from

I stopped the process in order to avoid losing any data, I tried changing the PID ID to 2 and that worked for a little bit, but then the same issue occurred again. The process was stopped completely and now I am stuck with emails in Outlook and tickets in OTRS. Any help would be greatly appreciated!

[crythias]

It means something else is popping and deleting at the same time.

[jfreeman2nc]

I noticed that in the system all of the tickets have me marked as the owner, in the past the default owner was always AdminOTRS. Could it be trying to fetch using two different users somehow?

[jfreeman2nc]

There are no other instances of OTRS running, I had that problem last time and it would happen randomly due to both systems trying to pull from the same Exchange mailbox. This error seems to happen each and everytime, so no emails whatsoever come into the OTRS system. I was looking back at an earlier post in which I was experiencing a similar issue and came across the following:

Check whether you have set otrs.PostMasterMailbox.pl with the '-f' (force) flag somewhere in your cron files.
This program writes a PID to DB and in case it finds a running job at startup it will quit, telling that another process is already running. The only thing that can happen in your scenario is either another system fetching mails at the same time with OTRS being too slow at import (it first retrieves listing, than it imports one by one, then it deletes from server) or you have concurrent Mailbox jobs running using the force flag.

Is it possible that two fetching Cron jobs in the same instance of OTRS could be running at once? Also, I cannot understand why this would just start occurring. The only thing in the system that changed was fetching emails from a different mailbox on the same Exchange server.

[jfreeman2nc]

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[Sun Oct  2 19:49:02 2011][Notice][Kernel::System::Support::AdminChecksGet] AdminChecksGet start

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[Sun Oct  2 19:49:07 2011][Notice][Kernel::System::Auth::LDAP::Auth] User: root@localhost authentication failed, no LDAP entry found!

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[Sun Oct  2 19:49:08 2011][Notice][Kernel::System::Support::AdminChecksGet] AdminChecksGet end

For some reason AdminOTRS is failing to fetch tickets and it is using my login to fetch, this has never happened before.

[crythias]

And you don't have a dev box attempting to pop the email?

The error messages are for login to otrs, not fetch email.

You might also ps auxwww to see if it's multiple running.

[jfreeman2nc]

There is no more dev box running, I completely removed that system over a month ago. Also, the process was running great for a few hours and then just kept getting the same error over and over. You will have to forgive me but I am not exactly sure what auxwww is.

I still think it is odd that the default owner has been changed to myself, when it has always been AdminOTRS in the past.

[crythias]

Sorry about that ps auxwww. I was thinking linux.


[Sun Oct 2 19:49:02 2011][Notice][Kernel::System::Support::AdminChecksGet] AdminChecksGet start
[Sun Oct 2 19:49:07 2011][Notice][Kernel::System::Auth::LDAP::Auth] User: root@localhost authentication failed, no LDAP entry found!
[Sun Oct 2 19:49:08 2011][Notice][Kernel::System::Support::AdminChecksGet] AdminChecksGet end
These aren't related to email.

Check your processes and make sure only one cronw job (or perl/postmaster) is running.

[jfreeman2nc]

Is there any easy to monitor if more than one instance of a Cron job is running in Windows. I have checked task manager, but nothing seems to show as running.

[jfreeman2nc]

Also, this error only seems to be occurring with this one inbox. The rest are fetching with no issue, all are on the same Exchange server. Could it just be the size of the mailbox which is causing the error?

[jfreeman2nc]

How do I determine if there are extra Cron jobs running during the fetch process? There are no other instances of OTRS running, if another Cron job was trying to fetch the emails it would have to be running on our one instance of OTRS.


Also, I currently have the fetch Cron job to run every 5 minutes, could it be that during the initial migration over from Exchange that I need to increase the interval between fetching?

Under Ticket -> Core: Postmaster

PostMasterRecconectMessage is set at the default of 20, would increasing this possibly help?

[jfreeman2nc]

Does anyone have any advice regarding the errors I am seeing, just kind of at a loss of what to do next.

[crythias]

It's hard to troubleshoot this.
If Postmaster.pl is running (or perl.exe multiple times in processes) it might be useful to troubleshoot. Can you tell us what seems relevant in your task manager processes (view all tasks from all users)?

[jfreeman2nc]

I sent a few emails to a test account that is linked to OTRS. The emails came through successfully and I monitored the processes through task manager during the process. During the process I only saw one instance of perl.exe*32 running. I also see that there is once instance of mysqld.exe running, however I see that there are two instances of Apache HTTP server running. Not sure if that is relevant or not.

[jfreeman2nc]

It appears that both instances of the Apache service must be running for OTRS to work properly. Still not sure why it will not pull from this one particular mailbox, but pulls for other mailboxes with no issue.

[crythias]

is there any possible way someone else is poping this address from some other mail account? Can you change password on the account to make sure it's only fetched from OTRS?

[jfreeman2nc]

I actually changed the password on the account before I began the migration, no other system would have that information. Starting to think that the mailbox itself is corrupted, tried to restore a backup of the mailbox before I tried cutting over to OTRS and the backup is corrupted. I am wondering if that could have created all the errors?

[crythias]

Bad indexes on the mailbox? That sounds reasonable.

[jfreeman2nc]

It does appear to be bad indexes, real bummer but at least it appears that most if not all of the emails that were taken out of the mailbox were brought into OTRS.