SMTP Server not sending emails after changing internet provider

Deather

Hello, we have been using OSticket for almost 4 years. The server sends emails with the ticket number to the user who submits a request and all further answers to the ticket. However, a week ago we changed our internet provider and ever since, the SMTP server is no longer sending the ticket number nor the answers to the users. Everything else works fine, the program still fetches the emails and correctly creates the tickets. We are still using OSticket 12 and PHP 7.2.18. If anyone had any issue similar to this we will really appreciate the help. Ill link some pictures of how we had the SMTP server setup.

KevinTheJedi

Deather

I highly doubt the gmail hostname is aspmx.l.google.com. You should use smtp.gmail.com and Port 587 or 465. You also need to set Authentication Required to Yes.

Cheers.

Deather

KevinTheJedi Greeting and thank you for your answer. We already have tried using that configuration but we always seem to get an error. Ill link both errors when we use port 587 and 465.
I should also point out we use Gsuite, maybe that has something to do with it. Cheers.

it even fails when we used the tls://smtp.gmail.com as host

ramrajone

Deather
take a look at this post, you might need to set the App password
smtp.gmail.com and Port 587 is the correct setting
https://howtohelpdesk.com/osticket-email-settings/

Deather

ramrajone Hi, we have tried that before but our gmail account doesnt seem to have that option to set up app passwords 🙁

Daedalus01

ramrajone Google no longer allows you to set app passwords and give no option now on it. I was using app passwords for another program for this same reason, but Google decided to disable the option to allow app passwords.

KevinTheJedi

Daedalus01

Not for me. I can still add and use these with my Google apps and personal account.

Cheers.

ramrajone

Daedalus01
I can create an app password
do you have 2-step verification set to ON?

Daedalus01

KevinTheJedi I have 2FA turned on using a Yubikey and it does not give me the option for app passwords. I am not sure why.

Deather

Okay after some research, I activated the 2FA and now I can create app passwords. Still, after doing all that and setting up the email with the app password created, I still cant get it to work 🙁

ramrajone

Deather
the title says "SMTP Server not sending emails after changing internet provider" that means the IP address might have changed and maybe a firewall or something blocking it or you may need to add IP to relay.

Deather

ramrajone Hi, we have checked the Google workspace admin console aswell the firewall and the IP addresses and ports are all allowed. We just ran a test using the smtp on a Xerox scanner with the App password generated before and it sent the email of the scan pefectly. But when we try and use the same configuration on OsTicket it just does not work at all. Also, we tried using smtp-relay.gmail.com, and that worked flawlesly on the scanner, but yet again with no success on OsTicket

KevinTheJedi

Daedalus01

Not sure, if I were you I'd contact Gmail and raise hell. There should be no reason for that. As you can see below I still have the option to disable/enable 2FA as well as add/remove App Passwords.

Maybe you need to login as the account administrator, go to the admin console, and allow App Passwords for specific accounts?

Cheers.

Daedalus01

Daedalus01 Well Leave it to Google. Maybe its because I had 2FA enabled before the push. I disabled 2FA, re-enabled it still using my Yubikey and now app passwords are back. Didn't think to try that until now since other people were saying they still had app passwords. I figured Google just made it a hard decision.

KevinTheJedi

Deather

Are you using a shared host?

Cheers.

Deather

KevinTheJedi Hi, can you elaborate on that question please?
Also, now the IMAP stopped fetching emails, nothing has changed and it says Host not found (#11001): imap.gmail.com

Daedalus01

Deather Host not found usually means DNS issues. By shared host I think ( but not certain) that he is asking if you are using a shared hosting platform for this.

KevinTheJedi

Deather

I’m asking if you use a shared hosting platform or if this is is a sever you host in house. If you use shared host they typically have SMTP restrictions. If this is the case you’d need to reach out to your hosting provider to have them lift the restrictions.

Since that domain can’t be found (it’s a completely valid domain from Google) it appears you are having network/DNS issues on your server. You need to resolve your network/dns issues and you should be good.

Cheers.

ramrajone

Deather
This setting works for me

KevinTheJedi

ramrajone

I don't know how in the world smtp.gmail.com is working for IMAP for you. I've never seen that before. Typically it's imap.gmail.com.

Cheers.

ramrajone

KevinTheJedi
that's how I have always been using it and never had any issues
I think it's because Gmail uses the same server for IMAP and SMTP and I am setting IMAP Port 993.
Name: smtp.gmail.com
Addresses: 2607:f8b0:4004:c06::6c
172.253.63.108

Name: imap.gmail.com
Addresses: 2607:f8b0:4004:c17::6c
2607:f8b0:4004:c17::6d
142.251.163.108
142.251.163.109