[SOLVED] Occasional errors of MailAccountFetch

Moderator: crythias

Post Reply
kongyong92
Znuny newbie
Posts: 43
Joined: 15 Sep 2017, 11:40
Znuny Version: OTRS v5.0.10
Real Name: Kong-Yong
Company: Rhenus Logistics

[SOLVED] Occasional errors of MailAccountFetch

Post by kongyong92 »

Hi all,

Had a weird issue that has been puzzling me today.

There are now often times whereby the OTRS application is not able to connect to my mail server to fetch the mails.
error.PNG
The issue happened today and there were no changes made whatsover to the instance.

I checked the following:
1. password expiry of mailbox set to 'Never expire'
2. mail box credentials are correct
3. monitored the logs and sometimes OTRS manages to connect to mail server but more often than not, there is the error above.
4. monitored the performance load and it is normal - no overload on the processors
Processor log.PNG
Any thoughts or other areas that i can check further?

Thanks in advance.
You do not have the required permissions to view the files attached to this post.
Last edited by kongyong92 on 10 Apr 2019, 03:09, edited 1 time in total.
Best regards,
Kong-Yong
root
Administrator
Posts: 3934
Joined: 18 Dec 2007, 12:23
Znuny Version: Znuny and Znuny LTS
Real Name: Roy Kaldung
Company: Znuny
Contact:

Re: Occasional errors of MailAccountFetch

Post by root »

Hi,

Can't connect to is pretty easy to explain: it's an network issue. Can be DNS resolution or network connectivity.
First idea: run an mtr inside a screen session from your OTRS server to the mail server.

- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Use a test system - always.

Do you need professional services? Check out https://www.znuny.com/

Do you want to contribute or want to know where it goes ?
kongyong92
Znuny newbie
Posts: 43
Joined: 15 Sep 2017, 11:40
Znuny Version: OTRS v5.0.10
Real Name: Kong-Yong
Company: Rhenus Logistics

[SOLVED] Re: Occasional errors of MailAccountFetch

Post by kongyong92 »

Hi Roy,

Thanks for the advice.

Checked and indeed there is high latency with occasional packet loss.

I've changed the mail configuration hostname to be the IP address to save one step on the DNS resolution.

Seems to be much better now!

The issue seems to point directly to one of the three mail servers that we are having and DNS is somehow resolving to the address of that particular mail server that OTRS is having an issue with the connection.
Best regards,
Kong-Yong
Post Reply