Znuny stopped fetching our Mails

[janAzyra]

Hello Together,

we got a big problem since yesterday... znuny stopped fetching our mails from the mailbox we are using for tickets.
I checked everything and i think its because of the oAuth2-Token we are using, because everytime im trying to get a new token in run into an error.
I tried to setup a new token in our Azure AD, placed it in znuny but still getting an error after trying to get a new token...

My knowledge about znuny is very small, but it is import for us to get that tool running again, cause it has a big place in our daily work...

Ill hope you can help me.

Thanks and regards,
Jan

[root]

Hi,

What is the protocol you use when fetching the mails?

- Roy

[janAzyra]

Hey Roy,

we are fetching mail with imaptls.
It worked since my ex-colleague setup the znuny installation over a year ago, but today it stopped out of nothing...

Regards,
Jan-Lucas

[root]

Hi,

I guess your error is "can't connect." Microsoft Office365 requires IMAPS and has enforced this for a few weeks. And since you played around with your OAuth token, my next guess is that you should create a new token. As long as the refresh token is not expired, there is no reason to request a new one.

- Roy

[janAzyra]

Hey Roy,

i tried that a few times but it didnt work either...
Or what do you mean by create a new token?

If im trying to generate a new token, after im jumping into the microsoft screen and type my credentials im running into an error:
"Error requesting token for token config ID 4 with authorization code"

Regards,
Jan-Lucas

[root]

Hi,

What is the error message when you execute the command

bin/otrs.Console.pl Maint::PostMaster::MailAccountFetch --debug

- Roy

[janAzyra]

Hey Roy,

i did that:

"Spawning child process to fetch incoming messages from mail accounts...

outlook.office365.com (IMAPTLS)...
Error: Timeout of 600 seconds reached, killing child process!
Done."

Thats what i got there... hope this helps...

Best Regards,
Jan

[root]

Hi,

Let me quote myself:

Microsoft Office365 requires IMAPS and has enforced this for a few weeks.

- Roy

[janAzyra]

Hey Roy,

yeah we already tried imap,imaps and imaptls... we got this error since a few weeks, but it always worked fetching the mails...till sunday, than it stopped

We have no idea anymore where to check...

Regards,
Jan

[root]

Hi,

Switch to IMAPS as told and run the command.

- Roy

[janAzyra]

Hey Roy,

okay i did that now i got that:

Spawning child process to fetch incoming messages from mail accounts...



outlook.office365.com (IMAPS)...
IMAPS: Connection to outlook.office365.com closed.



Started at Tue Jul 18 15:55:53 2023
Using Mail::IMAPClient version 3.42 on perl 5.030000
Connecting with IO::Socket::SSL PeerAddr outlook.office365.com PeerPort 993 Proto tcp Timeout 600 Debug 1 SSL_ver ify_mode 0
Connected to outlook.office365.com
Read: * OK The Microsoft Exchange IMAP4 service is ready. [RgBSADIAUAAyADgAMQBDAEEAMAAwADMAMAAuAEQARQBVAFAAMgA4 ADEALgBQAFIATwBEAC4ATwBVAFQATABPAE8ASwAuAEMATwBNAA==]
Sending: 1 AUTHENTICATE XOAUTH2
Sent 24 bytes
Read: +
Sending: [Redact: Count=1 Showcredentials=OFF]
Sent 3238 bytes
Read: 1 OK AUTHENTICATE completed.
Sending: 2 SELECT INBOX
Sent 16 bytes
Read: 2 BAD User is authenticated but not connected.
ERROR: 2 BAD User is authenticated but not connected. at /usr/share/perl5/Mail/IMAPClient.pm line 1378.
Mail::IMAPClient::__ANON__("2 BAD User is authenticated but not connected.\x{d}\x{a}") called at /usr/sha re/perl5/Mail/IMAPClient.pm line 1414
Mail::IMAPClient::_get_response(Mail::IMAPClient=HASH(0x563f9573dec0), 2, undef) called at /usr/share/per l5/Mail/IMAPClient.pm line 1340
Mail::IMAPClient::_imap_command_do(Mail::IMAPClient=HASH(0x563f9573dec0), "SELECT INBOX") called at /usr/ share/perl5/Mail/IMAPClient.pm line 1238
Mail::IMAPClient::_imap_command(Mail::IMAPClient=HASH(0x563f9573dec0), "SELECT INBOX") called at /usr/sha re/perl5/Mail/IMAPClient.pm line 854
Mail::IMAPClient::select(Mail::IMAPClient=HASH(0x563f9573dec0), "INBOX") called at /opt/otrs/Kernel/Syste m/MailAccount/IMAP.pm line 301
eval {...} called at /opt/otrs/Kernel/System/MailAccount/IMAP.pm line 305
Kernel::System::MailAccount::IMAP::__ANON__("select", "INBOX") called at /opt/otrs/Kernel/System/MailAcco unt/IMAP.pm line 331
eval {...} called at /opt/otrs/Kernel/System/MailAccount/IMAP.pm line 345
Kernel::System::MailAccount::IMAP::_Fetch(Kernel::System::MailAccount::IMAPS=HASH(0x563f946dcd40), "Dispa tchingBy", "From", "Comment", "Inbox", "UserID", 1, "ValidID", ...) called at /opt/otrs/Kernel/System/MailAccount /IMAP.pm line 157
Kernel::System::MailAccount::IMAP::Fetch(Kernel::System::MailAccount::IMAPS=HASH(0x563f946dcd40), "ID", 5 , "CreateTime", "2022-12-15 15:02:22", "Comment", "Inbox", "DispatchingBy", ...) called at /opt/otrs/Kernel/Syste m/MailAccount.pm line 649
Kernel::System::MailAccount::MailAccountFetch(Kernel::System::MailAccount=HASH(0x563f94621770), "Authenti cationType", "oauth2_token", "Trusted", 0, "ValidID", 1, "DispatchingBy", ...) called at /opt/otrs/Kernel/System/ Console/Command/Maint/PostMaster/MailAccountFetch.pm line 171
eval {...} called at /opt/otrs/Kernel/System/Console/Command/Maint/PostMaster/MailAccountFetch.pm line 16 3
Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch::Run(Kernel::System::Console::Comma nd::Maint::PostMaster::MailAccountFetch=HASH(0x563f915ac220)) called at /opt/otrs/Kernel/System/Console/BaseComma nd.pm line 461
eval {...} called at /opt/otrs/Kernel/System/Console/BaseCommand.pm line 455
Kernel::System::Console::BaseCommand::Execute(Kernel::System::Console::Command::Maint::PostMaster::MailAc countFetch=HASH(0x563f915ac220), "--debug", "--force-pid") called at /opt/otrs/Kernel/System/Console/InterfaceCon sole.pm line 81
Kernel::System::Console::InterfaceConsole::Run(Kernel::System::Console::InterfaceConsole=HASH(0x563f915ab 458), "Maint::PostMaster::MailAccountFetch", "--debug", "--force-pid") called at ./bin/otrs.Console.pl line 37
ERROR: 2 BAD User is authenticated but not connected. at /usr/share/perl5/Mail/IMAPClient.pm line 1288.
Mail::IMAPClient::_imap_command(Mail::IMAPClient=HASH(0x563f9573dec0), "SELECT INBOX") called at /usr/sha re/perl5/Mail/IMAPClient.pm line 854
Mail::IMAPClient::select(Mail::IMAPClient=HASH(0x563f9573dec0), "INBOX") called at /opt/otrs/Kernel/Syste m/MailAccount/IMAP.pm line 301
eval {...} called at /opt/otrs/Kernel/System/MailAccount/IMAP.pm line 305
Kernel::System::MailAccount::IMAP::__ANON__("select", "INBOX") called at /opt/otrs/Kernel/System/MailAcco unt/IMAP.pm line 331
eval {...} called at /opt/otrs/Kernel/System/MailAccount/IMAP.pm line 345
Kernel::System::MailAccount::IMAP::_Fetch(Kernel::System::MailAccount::IMAPS=HASH(0x563f946dcd40), "Dispa tchingBy", "From", "Comment", "Inbox", "UserID", 1, "ValidID", ...) called at /opt/otrs/Kernel/System/MailAccount /IMAP.pm line 157
Kernel::System::MailAccount::IMAP::Fetch(Kernel::System::MailAccount::IMAPS=HASH(0x563f946dcd40), "ID", 5 , "CreateTime", "2022-12-15 15:02:22", "Comment", "Inbox", "DispatchingBy", ...) called at /opt/otrs/Kernel/Syste m/MailAccount.pm line 649
Kernel::System::MailAccount::MailAccountFetch(Kernel::System::MailAccount=HASH(0x563f94621770), "Authenti cationType", "oauth2_token", "Trusted", 0, "ValidID", 1, "DispatchingBy", ...) called at /opt/otrs/Kernel/System/ Console/Command/Maint/PostMaster/MailAccountFetch.pm line 171
eval {...} called at /opt/otrs/Kernel/System/Console/Command/Maint/PostMaster/MailAccountFetch.pm line 16 3
Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch::Run(Kernel::System::Console::Comma nd::Maint::PostMaster::MailAccountFetch=HASH(0x563f915ac220)) called at /opt/otrs/Kernel/System/Console/BaseComma nd.pm line 461
eval {...} called at /opt/otrs/Kernel/System/Console/BaseCommand.pm line 455
Kernel::System::Console::BaseCommand::Execute(Kernel::System::Console::Command::Maint::PostMaster::MailAc countFetch=HASH(0x563f915ac220), "--debug", "--force-pid") called at /opt/otrs/Kernel/System/Console/InterfaceCon sole.pm line 81
Kernel::System::Console::InterfaceConsole::Run(Kernel::System::Console::InterfaceConsole=HASH(0x563f915ab 458), "Maint::PostMaster::MailAccountFetch", "--debug", "--force-pid") called at ./bin/otrs.Console.pl line 37
ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-41 Perl: 5.30.0 OS: linux Time: Tue Jul 18 13:55: 58 2023



Message: Error while retrieving the messages 'IMAPS': Could not select:




Traceback (32341):
Module: Kernel::System::MailAccount::IMAP::_Fetch Line: 347
Module: Kernel::System::MailAccount::IMAP::Fetch Line: 157
Module: Kernel::System::MailAccount::MailAccountFetch Line: 649
Module: (eval) Line: 171
Module: Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch::Run Line: 163
Module: (eval) Line: 461
Module: Kernel::System::Console::BaseCommand::Execute Line: 455
Module: Kernel::System::Console::InterfaceConsole::Run Line: 81
Module: ./bin/otrs.Console.pl Line: 37



Sending: 3 CLOSE
Sent 9 bytes
Read: 3 BAD User is authenticated but not connected.
* BYE Connection closed. 14
ERROR: 3 BAD User is authenticated but not connected. at /usr/share/perl5/Mail/IMAPClient.pm line 1378.
Mail::IMAPClient::__ANON__("3 BAD User is authenticated but not connected.\x{d}\x{a}") called at /usr/sha re/perl5/Mail/IMAPClient.pm line 1414
Mail::IMAPClient::_get_response(Mail::IMAPClient=HASH(0x563f9573dec0), 3, undef) called at /usr/share/per l5/Mail/IMAPClient.pm line 1340
Mail::IMAPClient::_imap_command_do(Mail::IMAPClient=HASH(0x563f9573dec0), "CLOSE") called at /usr/share/p erl5/Mail/IMAPClient.pm line 1238
Mail::IMAPClient::_imap_command(Mail::IMAPClient=HASH(0x563f9573dec0), "CLOSE") called at /usr/share/perl 5/Mail/IMAPClient.pm line 2369
Mail::IMAPClient::close(Mail::IMAPClient=HASH(0x563f9573dec0)) called at /opt/otrs/Kernel/System/MailAcco unt/IMAP.pm line 301
eval {...} called at /opt/otrs/Kernel/System/MailAccount/IMAP.pm line 305
Kernel::System::MailAccount::IMAP::__ANON__("close") called at /opt/otrs/Kernel/System/MailAccount/IMAP.p m line 521
Kernel::System::MailAccount::IMAP::_Fetch(Kernel::System::MailAccount::IMAPS=HASH(0x563f946dcd40), "Dispa tchingBy", "From", "Comment", "Inbox", "UserID", 1, "ValidID", ...) called at /opt/otrs/Kernel/System/MailAccount /IMAP.pm line 157
Kernel::System::MailAccount::IMAP::Fetch(Kernel::System::MailAccount::IMAPS=HASH(0x563f946dcd40), "ID", 5 , "CreateTime", "2022-12-15 15:02:22", "Comment", "Inbox", "DispatchingBy", ...) called at /opt/otrs/Kernel/Syste m/MailAccount.pm line 649
Kernel::System::MailAccount::MailAccountFetch(Kernel::System::MailAccount=HASH(0x563f94621770), "Authenti cationType", "oauth2_token", "Trusted", 0, "ValidID", 1, "DispatchingBy", ...) called at /opt/otrs/Kernel/System/ Console/Command/Maint/PostMaster/MailAccountFetch.pm line 171
eval {...} called at /opt/otrs/Kernel/System/Console/Command/Maint/PostMaster/MailAccountFetch.pm line 16 3
Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch::Run(Kernel::System::Console::Comma nd::Maint::PostMaster::MailAccountFetch=HASH(0x563f915ac220)) called at /opt/otrs/Kernel/System/Console/BaseComma nd.pm line 461
eval {...} called at /opt/otrs/Kernel/System/Console/BaseCommand.pm line 455
Kernel::System::Console::BaseCommand::Execute(Kernel::System::Console::Command::Maint::PostMaster::MailAc countFetch=HASH(0x563f915ac220), "--debug", "--force-pid") called at /opt/otrs/Kernel/System/Console/InterfaceCon sole.pm line 81
Kernel::System::Console::InterfaceConsole::Run(Kernel::System::Console::InterfaceConsole=HASH(0x563f915ab 458), "Maint::PostMaster::MailAccountFetch", "--debug", "--force-pid") called at ./bin/otrs.Console.pl line 37
ERROR: * BYE Connection closed. 14 at /usr/share/perl5/Mail/IMAPClient.pm line 1429.
Mail::IMAPClient::_get_response(Mail::IMAPClient=HASH(0x563f9573dec0), 3, undef) called at /usr/share/per l5/Mail/IMAPClient.pm line 1340
Mail::IMAPClient::_imap_command_do(Mail::IMAPClient=HASH(0x563f9573dec0), "CLOSE") called at /usr/share/p erl5/Mail/IMAPClient.pm line 1238
Mail::IMAPClient::_imap_command(Mail::IMAPClient=HASH(0x563f9573dec0), "CLOSE") called at /usr/share/perl 5/Mail/IMAPClient.pm line 2369
Mail::IMAPClient::close(Mail::IMAPClient=HASH(0x563f9573dec0)) called at /opt/otrs/Kernel/System/MailAcco unt/IMAP.pm line 301
eval {...} called at /opt/otrs/Kernel/System/MailAccount/IMAP.pm line 305
Kernel::System::MailAccount::IMAP::__ANON__("close") called at /opt/otrs/Kernel/System/MailAccount/IMAP.p m line 521
Kernel::System::MailAccount::IMAP::_Fetch(Kernel::System::MailAccount::IMAPS=HASH(0x563f946dcd40), "Dispa tchingBy", "From", "Comment", "Inbox", "UserID", 1, "ValidID", ...) called at /opt/otrs/Kernel/System/MailAccount /IMAP.pm line 157
Kernel::System::MailAccount::IMAP::Fetch(Kernel::System::MailAccount::IMAPS=HASH(0x563f946dcd40), "ID", 5 , "CreateTime", "2022-12-15 15:02:22", "Comment", "Inbox", "DispatchingBy", ...) called at /opt/otrs/Kernel/Syste m/MailAccount.pm line 649
Kernel::System::MailAccount::MailAccountFetch(Kernel::System::MailAccount=HASH(0x563f94621770), "Authenti cationType", "oauth2_token", "Trusted", 0, "ValidID", 1, "DispatchingBy", ...) called at /opt/otrs/Kernel/System/ Console/Command/Maint/PostMaster/MailAccountFetch.pm line 171
eval {...} called at /opt/otrs/Kernel/System/Console/Command/Maint/PostMaster/MailAccountFetch.pm line 16 3
Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch::Run(Kernel::System::Console::Comma nd::Maint::PostMaster::MailAccountFetch=HASH(0x563f915ac220)) called at /opt/otrs/Kernel/System/Console/BaseComma nd.pm line 461
eval {...} called at /opt/otrs/Kernel/System/Console/BaseCommand.pm line 455
Kernel::System::Console::BaseCommand::Execute(Kernel::System::Console::Command::Maint::PostMaster::MailAc countFetch=HASH(0x563f915ac220), "--debug", "--force-pid") called at /opt/otrs/Kernel/System/Console/InterfaceCon sole.pm line 81
Kernel::System::Console::InterfaceConsole::Run(Kernel::System::Console::InterfaceConsole=HASH(0x563f915ab 458), "Maint::PostMaster::MailAccountFetch", "--debug", "--force-pid") called at ./bin/otrs.Console.pl line 37
ERROR: * BYE Connection closed. 14 at /usr/share/perl5/Mail/IMAPClient.pm line 1288.
Mail::IMAPClient::_imap_command(Mail::IMAPClient=HASH(0x563f9573dec0), "CLOSE") called at /usr/share/perl 5/Mail/IMAPClient.pm line 2369
Mail::IMAPClient::close(Mail::IMAPClient=HASH(0x563f9573dec0)) called at /opt/otrs/Kernel/System/MailAcco unt/IMAP.pm line 301
eval {...} called at /opt/otrs/Kernel/System/MailAccount/IMAP.pm line 305
Kernel::System::MailAccount::IMAP::__ANON__("close") called at /opt/otrs/Kernel/System/MailAccount/IMAP.p m line 521
Kernel::System::MailAccount::IMAP::_Fetch(Kernel::System::MailAccount::IMAPS=HASH(0x563f946dcd40), "Dispa tchingBy", "From", "Comment", "Inbox", "UserID", 1, "ValidID", ...) called at /opt/otrs/Kernel/System/MailAccount /IMAP.pm line 157
Kernel::System::MailAccount::IMAP::Fetch(Kernel::System::MailAccount::IMAPS=HASH(0x563f946dcd40), "ID", 5 , "CreateTime", "2022-12-15 15:02:22", "Comment", "Inbox", "DispatchingBy", ...) called at /opt/otrs/Kernel/Syste m/MailAccount.pm line 649
Kernel::System::MailAccount::MailAccountFetch(Kernel::System::MailAccount=HASH(0x563f94621770), "Authenti cationType", "oauth2_token", "Trusted", 0, "ValidID", 1, "DispatchingBy", ...) called at /opt/otrs/Kernel/System/ Console/Command/Maint/PostMaster/MailAccountFetch.pm line 171
eval {...} called at /opt/otrs/Kernel/System/Console/Command/Maint/PostMaster/MailAccountFetch.pm line 16 3
Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch::Run(Kernel::System::Console::Comma nd::Maint::PostMaster::MailAccountFetch=HASH(0x563f915ac220)) called at /opt/otrs/Kernel/System/Console/BaseComma nd.pm line 461
eval {...} called at /opt/otrs/Kernel/System/Console/BaseCommand.pm line 455
Kernel::System::Console::BaseCommand::Execute(Kernel::System::Console::Command::Maint::PostMaster::MailAc countFetch=HASH(0x563f915ac220), "--debug", "--force-pid") called at /opt/otrs/Kernel/System/Console/InterfaceCon sole.pm line 81
Kernel::System::Console::InterfaceConsole::Run(Kernel::System::Console::InterfaceConsole=HASH(0x563f915ab 458), "Maint::PostMaster::MailAccountFetch", "--debug", "--force-pid") called at ./bin/otrs.Console.pl line 37

Can you find something that can help us?

Big thanks and best Regards,
Jan-Lucas

[root]

Hi,

"2 BAD User is authenticated but not connected" means the user who obtained the token does not have the proper permission to access the fetched mailbox.

1.) Keep IMAPS
2.) Create a new token

- Roy

[janAzyra]

Hey Roy,

i already created a new token... answered you in the german thread, should we continue there?

Regards,
Jan-Lucas

[mwilhelmi]

We got the same issue here:
Znuny stopped fetching mails from our O365-Account, because the Token expired.
We set up a new token, but we also get " 2 BAD User is authenticated but not connected" and no mails are fetched.

did you find out a reason or solution?

[root]

We got the same issue here:
Znuny stopped fetching mails from our O365-Account, because the Token expired.
We set up a new token, but we also get " 2 BAD User is authenticated but not connected" and no mails are fetched.

did you find out a reason or solution?

And again: the permissions.