Timeout of 600 seconds reached, killing child process!

[skilled]

Hello All,

I hope that you could help me with the followings errors:
I got error with fetching E-Mail :

Code: Select all

There was an error executing Execute() in Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch: Error: Timeout of 600 seconds reached, killing child process!

What it could be the reason of this problem? Is it only from Exchange server or the network side?could it be from OTRS?if yes, how to follow this error?
I am seeing now in communication log that there are two 2 communication with status processing from yesterday and from the beginning of this month are 8 and from may are 5 still in processing status.
The connection hang on step 4 and normally there are 5 steps, the last step should say connection is closed.

I could fetch all E-Mails but this error is happening few times in the week and not every day.

I tried to run : bin/otrs.Console.pl Maint::PostMaster::MailAccountFetch --debug

Code: Select all

 

Spawning child process to fetch incoming messages from mail accounts...
Note: i just changed the edit the name of domain to xxxxxx and the password  
mail.xxxxxx.com (IMAPS)...
[...cpan-lib/Net/IMAP/Simple.pm line 133 in sub _connect] connecting to mail.xxxxxx.com:993
[...cpan-lib/Net/IMAP/Simple.pm line 133 in sub _connect] connected, returning socket
[...System/MailAccount/IMAPS.pm line 44 in sub new] waiting for socket ready
[...System/MailAccount/IMAPS.pm line 44 in sub new] looking for greeting
[...System/MailAccount/IMAPS.pm line 44 in sub new] got a greeting: * OK The Microsoft Exchange IMAP4 service is ready.\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1251 in sub _send_cmd] 0 LOGIN support@xxxxxx.com "password"\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 265 in sub _process_cmd] 0 OK LOGIN completed.\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1276 in sub _cmd_ok] 0 OK LOGIN completed.\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1251 in sub _send_cmd] 1 SELECT "INBOX"\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 413 in sub _process_cmd] * 0 EXISTS\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1276 in sub _cmd_ok] * 0 EXISTS\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 413 in sub _process_cmd] * 0 RECENT\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1276 in sub _cmd_ok] * 0 RECENT\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 413 in sub _process_cmd] * FLAGS (\Seen \Answered \Flagged \Deleted \Draft $MDNSent)\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1276 in sub _cmd_ok] * FLAGS (\Seen \Answered \Flagged \Deleted \Draft $MDNSent)\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 413 in sub _process_cmd] * OK [PERMANENTFLAGS (\Seen \Answered \Flagged \Deleted \Draft $MDNSent)] Permanent flags\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1276 in sub _cmd_ok] * OK [PERMANENTFLAGS (\Seen \Answered \Flagged \Deleted \Draft $MDNSent)] Permanent flags\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 413 in sub _process_cmd] * OK [UIDVALIDITY 14] UIDVALIDITY value\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1276 in sub _cmd_ok] * OK [UIDVALIDITY 14] UIDVALIDITY value\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 413 in sub _process_cmd] * OK [UIDNEXT 10115] The next unique identifier value\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1276 in sub _cmd_ok] * OK [UIDNEXT 10115] The next unique identifier value\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 413 in sub _process_cmd] 1 OK [READ-WRITE] SELECT completed.\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1276 in sub _cmd_ok] 1 OK [READ-WRITE] SELECT completed.\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1251 in sub _send_cmd] 2 SELECT "INBOX"\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 413 in sub _process_cmd] * 0 EXISTS\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1276 in sub _cmd_ok] * 0 EXISTS\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 413 in sub _process_cmd] * 0 RECENT\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1276 in sub _cmd_ok] * 0 RECENT\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 413 in sub _process_cmd] * FLAGS (\Seen \Answered \Flagged \Deleted \Draft $MDNSent)\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1276 in sub _cmd_ok] * FLAGS (\Seen \Answered \Flagged \Deleted \Draft $MDNSent)\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 413 in sub _process_cmd] * OK [PERMANENTFLAGS (\Seen \Answered \Flagged \Deleted \Draft $MDNSent)] Permanent flags\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1276 in sub _cmd_ok] * OK [PERMANENTFLAGS (\Seen \Answered \Flagged \Deleted \Draft $MDNSent)] Permanent flags\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 413 in sub _process_cmd] * OK [UIDVALIDITY 14] UIDVALIDITY value\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1276 in sub _cmd_ok] * OK [UIDVALIDITY 14] UIDVALIDITY value\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 413 in sub _process_cmd] * OK [UIDNEXT 10115] The next unique identifier value\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1276 in sub _cmd_ok] * OK [UIDNEXT 10115] The next unique identifier value\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 413 in sub _process_cmd] 2 OK [READ-WRITE] SELECT completed.\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1276 in sub _cmd_ok] 2 OK [READ-WRITE] SELECT completed.\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1251 in sub _send_cmd] 3 EXPUNGE\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1070 in sub _process_cmd] * 0 EXISTS\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1276 in sub _cmd_ok] * 0 EXISTS\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1070 in sub _process_cmd] 3 OK EXPUNGE completed.\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1276 in sub _cmd_ok] 3 OK EXPUNGE completed.\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 879 in sub _send_cmd] 4 EXPUNGE\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1251 in sub _send_cmd] 5 LOGOUT\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 881 in sub _process_cmd] * 0 EXISTS\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1276 in sub _cmd_ok] * 0 EXISTS\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 881 in sub _process_cmd] 4 OK EXPUNGE completed.\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1276 in sub _cmd_ok] 4 OK EXPUNGE completed.\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1197 in sub _seterrstr] warning unknown return string (id=5): 4 OK EXPUNGE completed.\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 881 in sub _process_cmd] * BYE Microsoft Exchange Server 2016 IMAP4 server signing off.\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1276 in sub _cmd_ok] * BYE Microsoft Exchange Server 2016 IMAP4 server signing off.\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 881 in sub _process_cmd] 5 OK LOGOUT completed.\r\n
[...cpan-lib/Net/IMAP/Simple.pm line 1276 in sub _cmd_ok] 5 OK LOGOUT completed.\r\n
IMAPS: Connection to mail.xxxxxx.com closed.

It seems, there is no error in debug.

Could you please help me in this issue?

Thanks

[skilled]

Any tips/ideas?

[schmidtpa]

Hi,

unfortunately I do not have a solution for your problem, but were are facing the same error with the same systems here.

We are also running an Exchange Server from which our OTRS fetches incoming mails via IMAP.
Our problems started, when our Exchange Server was migrated from 2010 to 2016. Since there we are facing these problems.

Like you, i also noticed, that running MailAccountFetch from the CLI with the --debug command does not show any error.
I also noticed, that the error does not come up every time the system is fetching mails. Only sometimes.

For now, we have tried the following things:

• Reducing the number of fetched mailboxes (from 60 to 12) - did not solve the problem.
  The idea behind this was that maybe the new Exchange has a sort of blackholing mechanism if to many connections are made.

• We have checked the Exchange logs and where not able to find any related errors at the time OTRS fetches the mails.

• Tracing packets with Wireshark has also brought no results. The connection is closed gracefully with a FIN Packet.

For me it seems, as if the process hangs after fetching the mails - because all our test mails get fetched from the mailboxes into OTRS.

In the next days i will try if the error also occurs with POP3.

Another problem here is, that our exchange admin is not as motivated as me to find a solution for the problem...

Did you find any solution by now?

Greetings,
Patrick

[root]

Hi,

I recommend, especially when many mailboxes are fetched, changing to SMTP/Procmail to push e-mails into OTRS.

- Roy

[floyd123]

Hi Roy,

I can't find a manual, how to use SMTP/Procmail to push e-mails from an exchange server into OTRS. Can you help?

Regards,
Floyd

[jojo]

on a vanilla OTRS installation this setup already works (you have to move .procmailrc.dist to .procmailrc in the OTRS Home directory)

Configuration of postfix and procmail on the server has to e done but is not OTRS related, also mails have to e forwarded to the OTRS Server from your Exchange installation. So quite basic knowledge in Mailserveradministration.