OTRS Not Polling (OTRS 3.2.1 Windows)

[TzunTzai]

Hi,

I just updated OTRS to the latest release v 3.2.1 in Windows a few days ago. We just realized that OTRS is not currently polling emails.

To verify that the incoming pop3 email accounts are setup properly, I went to Admin --> PostMaster Mail Accounts --> Fetch mail

All email them populated the necessary queues. This used to be automated before I updated, now we currently have to manually hit the "Fetch mail" button in the Admin panel in order to receive any emails.

Any suggestions?

Thanks!
Alex

[TzunTzai]

Looks like v3.2.2 just released today. Hope that'll fix something

ftp://ftp.otrs.org/pub/otrs/otrs-3.2.2- ... -2.4.5.exe

[reneeb]

Are your cronjobs running? Any log messages?

[TzunTzai]

Ok, that didnt work. OTRS is still not automatically polling emails...

[reneeb]

Anything in the log files?

[TzunTzai]

Are your cronjobs running? Any log messages?

Looks like jobs are running. here are the logs from cronw.log

Code: Select all

[2013/02/19 18:07:31] starting service
[2013/02/19 18:07:31] cron dir 'C:\Program Files\OTRS\CRONw\cron.daily' does not exist.
[2013/02/19 18:07:31] Created cron dir 'C:\Program Files\OTRS\CRONw\cron.daily' successfuly.
[2013/02/19 18:07:31] cron dir 'C:\Program Files\OTRS\CRONw\cron.weekly' does not exist.
[2013/02/19 18:07:31] Created cron dir 'C:\Program Files\OTRS\CRONw\cron.weekly' successfuly.
[2013/02/19 18:07:31] cron dir 'C:\Program Files\OTRS\CRONw\cron.monthly' does not exist.
[2013/02/19 18:07:31] Created cron dir 'C:\Program Files\OTRS\CRONw\cron.monthly' successfuly.
[2013/02/19 18:07:31] cron service started
[2013/02/19 18:25:00] starting service
[2013/02/19 18:25:01] cron service started

[reneeb]

And otrs log?

[TzunTzai]

And otrs log?

The only things that really stand out are below. Everything else is generic user activity.

Code: Select all

[Tue Feb 19 18:25:02 2013][Notice][Kernel::System::PID::PIDCreate] Can't create PID otrs.Scheduler, because it's already running (domain.com/1652)!
[Tue Feb 19 18:25:03 2013][Notice][main::_start] Scheduler Service is starting...!
[Tue Feb 19 18:25:04 2013][Notice][main::_start] Scheduler Service start! PID 1652

[Wed Feb 20 08:29:45 2013][Notice][main::_AutoRestart] Scheduler service is stopping due a restart.
[Wed Feb 20 08:29:47 2013][Error][main::_AutoRestart][671] Could not start-up new Scheduler instance.
[Wed Feb 20 08:29:48 2013][Notice][main::_start] Scheduler Service is starting...!
[Wed Feb 20 08:29:49 2013][Notice][main::_start] Scheduler Service start! PID 2228

[Wed Feb 20 08:30:58 2013][Notice][main::_AutoRestart] Scheduler service is stopping due a restart.
[Wed Feb 20 08:31:00 2013][Error][main::_AutoRestart][671] Could not start-up new Scheduler instance.
[Wed Feb 20 08:31:01 2013][Notice][main::_start] Scheduler Service is starting...!
[Wed Feb 20 08:31:02 2013][Notice][main::_start] Scheduler Service start! PID 2332

[TzunTzai]

If I run the following from the command prompt, polling works fine. I'd rather not have to rely on executing running a batch file in taskmanager.

Any ideas?

Code: Select all

>perl.exe c:\pro~1\OTRS\OTRS\bin\otrs.PostMasterMailbox.pl

Alex

[arvas]

Ive come across that issue atleast twice so far in a live environment without even updating.
The only fix i found was to reinstall OTRS and import your data, its a pretty rare problem.

[TzunTzai]

Ive come across that issue atleast twice so far in a live environment without even updating.
The only fix i found was to reinstall OTRS and import your data, its a pretty rare problem.

Thanks for the feedback Arvas. We've actually already tried that, however it was unsuccessful. For now we are still using the Windows Task Scheduler to poll emails. Hopefully with the next update things will be back to normal.

[Calsonic]

We are struggling with the same problem.
It starts before updating with the version 3.1.12. I have nothing changed on otrs.
An update to 3.2.3 have not solved the problem.

We are running with windows task scheduler. But he creates sometimes totally empty tickets. The second or third ticket is then correctly filled.

Hope there will be a solution soon.

[TzunTzai]

We are struggling with the same problem.
It starts before updating with the version 3.1.12. I have nothing changed on otrs.
An update to 3.2.3 have not solved the problem.

We are running with windows task scheduler. But he creates sometimes totally empty tickets. The second or third ticket is then correctly filled.

Hope there will be a solution soon.

Thanks for the feedback. I hope something is done about this as well.

[Calsonic]

Solved the problem on my system.
Any update got wrong so that the scheduler4win could not start and get some errors with unknown columns.
I exported the database to my testsystem and did alle updates again.
With the correctly updated database, the scheduler can now start on the productiv.

[TzunTzai]

Solved the problem on my system.
Any update got wrong so that the scheduler4win could not start and get some errors with unknown columns.
I exported the database to my testsystem and did alle updates again.
With the correctly updated database, the scheduler can now start on the productiv.

So you installed another instance of OTRS on another server
Exported your production database
Imported your production database to the secondary server
Updated the DB on the secondary server then imported it back to the primary one?

[Calsonic]

Yes, thats how i have done this.
Sorry for late reply.