Good Morning,

After nearly 6 months of pretty perfect performance, our OSTicket instance is throwing errors on mail fetch, in particular, authentication.

I've restarted all the services. No changes have been made to the application or the server. The initial ticket emails are sending fine. When users update their tickets, then the messaging is failing. The error message and the server information are below. Is anyone else encountering this issue? If so, what have you done to address it successfully?

osTicket is having trouble fetching emails from the following mail account: User: XXXX Host: imap.gmail.com Error: Can not authenticate to IMAP server: [AUTHENTICATIONFAILED] Invalid credentials (Failure) 21 consecutive errors. Maximum of 5 allowed This could be connection issues related to the mail server. Next delayed login attempt in aprox. 10 minutes https://lXXXX/osticket
osTicket Version v1.15.4 (6bd7884)
— v1.15.8 is available
Web Server Software Apache/2.4.41 (Ubuntu)
MySQL Version 8.0.29
PHP Version 7.4.3
PHP Extensions
gdlib Used for image manipulation and PDF printing
imap Used for email fetching
xml XML API
xml-dom Used for HTML email processing
json Improves performance creating and processing JSON
mbstring Highly recommended for non western european language content
phar Highly recommended for plugins and language packs
intl Highly recommended for non western european language content
fileinfo Used to detect file types for uploads
zip Used for ticket and task exporting
APCu Improves overall performance
Zend Opcache Improves overall performance
PHP Settings
cgi.fix_pathinfo "1" is recommended if AJAX is not working
date.timezone Setting default timezone is highly recommended
Database Information and Usage
Schema osticket (localhost)
Schema Signature add628927ee030469f5d3272ebda1e16
Space Used 9.97 MiB
Space for Attachments 3.52 MiB
Timezone UTC

I'm pretty sure that gmail has shut off simple authentication effective last week, and you will not be able to use imap to connect to those emails moving forward

@blueyeguy

Incorrect. You can enable 2FA, setup and app password, and use that as the password in osTicket. It bypasses modern authentication for now. We are so close to releasing v1.17-rc1 which will contain OAuth2.0 support for IMAP/POP and SMTP. Keep a lookout for the release!

Cheers.

Tinnitus

We are hoping to package an RC this week that still includes the PEAR library for parsing emails just to get the community to start testing the email authentication part. We will then release an updated RC later on that completely phases out PEAR and uses native laminas-mail functions to parse emails. After that is fully tested v1.17 will be ready for official release.

Cheers.

    What is changed with the version everything only the mail system or also other parts of the system?

    I have heard something about new plugin system?

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