Hi Guys,

Just start from this morning, our osticket started getting below message. Unable to receive any email and re-type the password in email setting and keep getting "Can not authenticate to IMAP server: AUTHENTICATE failed.". I had followed a few posts including this https://forum.osticket.com/d/100724-m365-can-not-authenticate-to-imap-server-authenticate-failed/3 . And still not working and same error.

  • I enabled 2FA for ticket user and used app password, no avail,
  • checked basic authentication is enabled for IMAP , POP and SMTP , all enabled.
    I am running out of things to do. Please suggest.
    Current system is 1.15.2 and php 7.2 . I am in the process of updating to 1.16.3
    Thanks
    //---------------------
    Host: outlook.office365.com
    Error: Can not authenticate to IMAP server: AUTHENTICATE failed.
    105 consecutive errors. Maximum of 5 allowed
    This could be connection issues related to the mail server. Next delayed login attempt in aprox. 10 minutes

    I did telnet to POP and getting connection closed by foreign host

      steinboy jnyunt

      We are putting together a Release Candidate that includes Modern Authentication support. We should have v1.17-rc1 released by the end of next week. Once the community tests the RC, provides feedback, and we address all reported issues (if any) then we will make a stable release.

      Cheers.

          Thanks Kevin and Steinboy, Yes, it was definitely to do with basic authentication and it was re-enabled after running this command "Diag: Enable Basic Auth in EXO" as per https://www.kraftkennedy.com/how-to-temporarily-re-enable-basic-authentication-in-exchange-online/ . I was doing the same thing in the afternoon but it didn't work. It must have taken time to sort itself out. Thanks again and looking forward to the release that has modern authentication support.

          a year later

          WarrenGee

          This will require either v1.17.4 or v1.18 so you must first update any currently installed plugins with the latest builds, upgrade osTicket, then install the OAuth2 plugin, then follow the guide to setup Modern Authentication. This also will require URL Rewrite module to be installed/enabled on the webserver.

          Cheers.

            11 days later

            Hi @ Kevin.
            Just wanted to ask what is the best MySQL Migration Tool.
            I have to migrate from osTicket v1.15.8) to v1.17.X.
            As far as I know, you can't just migrate DB as the old settings in DB are not compatible with the core on v1.17.X, or is that information wrong, I'm sure I saw that somewhere on the forum.
            EDIT
            Please note I'm running a shared server @ Godaddy...
            Apache Version | 2.4.57
            MySQL Version | 5.7.42-cll-lve
            I know makes things tricky and support is not great in most cases.
            Regards
            Warren.

              WarrenGee

              I would use the native mysqldump command on the server (eg. mysqldump -u username -p databasename > /path/to/save/osticket_dump.sql); this will dump the entire database.

              As far as I know, you can't just migrate DB as the old settings in DB are not compatible with the core on v1.17.X

              You can migrate the database as well as the /path/to/osTicket/include/ost-config.php file from the old server to the new server. Once you do that import the database from the dump file on the new server (it's best to use MySQL's SOURCE command; after issuing a USE command on the database). Once you do that move the ost-config.php file to the include/ folder on the new server simply update the db info to match the new server information. Then you can login to osTicket on the new server and run the upgrader.

              Cheers.

                2 years later

                Hi, thanks for the response.
                I'm sorry. I did not mention that this is a fresh install of 1.18 .1 with just data migrated to the new database.
                This is why I'm unsure of what is wrong.
                Do you think it's a GoDaddy web server issue.
                Could it be how they set up the web server with port restrictions on transport protocols, and the port is blocked?
                That said, on the many calls I have had with 1st tear support, they state ports are open and working.
                I agree if the connection is from an Outlook Client to the MX Server, as my Mail Clients work without issue.
                So I have tried to explain to 1st tear support it's a web-based ticket system on a web server that would require the correct transport layers to be enabled, plus the mentioned ports must be open.
                Please can you confirm that this statement above is correct?

                Please both images of 2 ports setting...

                Thanks in advance.
                Warren

                  WarrenGee

                  Yea that’s correct. Also, I’ve heard many times from godaddy customers using osTicket that external smtp is blocked on some plans, etc. I’m surprised they didn’t check that for you to begin with. If you have SSH access to the server you can do a telnet to that host and port to see if it can connect properly.

                  A server issue, blocked port(s), or PHP issue is all I can think of at this point. When I say many people are using O365 for their system emails with no issues I mean MANY.

                  Cheers.

                    Thank you for the response, Kevin.
                    I believe PHP is all good on 8.2, all the extensions are ticket and working as far as I can tell.
                    The only thing that is not enabled is (cgi.fix_pathinfo).
                    You have stated in the forum, (If OST Functions) don't worry about (cgi.fix_pathinfo) and I have never needed to...
                    Yes, I'll check via SSH, I did not think of that...
                    If and when I figure this out I'll post it here for others to see in the hope it may help them with GoDaddy...
                    All the best and thanks ...

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