Hi,

Upgraded from 1.15.2 - 1.17.2
DB Migrate setup script worked perfect.
Mostly everything looks good.

However, "some emails", not all, just don't get delivered from inbox to osTickets database, which causes error to be thrown see below.

These stuck emails can be new or replies.

==============
osTicket Version v1.17.2 (8fbc7ee) — Up to date
Web Server Software Apache
MySQL Version 10.3.37
PHP Version 8.0.27
Linux Cent OS 7

I am using POP with SMTP
All required extensions are installed expect imap & APCu

I also had the banned email issues and implemented the fixes listed here which worked great.
https://github.com/osTicket/osTicket/issues/6441#issuecomment-1397691525

If emails get collected from inbox, all is good.

However, when some emails are stuck, every time CRON runs I receive this error in Email and Osticket System logs
Excessive errors processing emails for ssl://xxx.example.com:995/POP (COMPANYNAME ). Please manually check the Fetch Folder () [3/30 - 0/3]

I can't see an error in apache error logs

I will note: if 1 or more emails are stuck, other new emails can still be collected into Osticket.
Sending email and every thing else seems to work.

We now have to have techs monitor our inbox 24/7 to manually deliver support tickets to support staff.

Any help or direction of where we can look into a fix is highly appreciated.

    eltreno

    You will need to provide a full raw email with the headers for us to test. Censor any sensitive information before posting.

    Cheers.

    Thanks,

    Here is the content of .eml Stripped on details likes name, IP and emails

    I couldn't upload the email as .eml or .txt so will paste in full here

    Return-Path: <XXX@XXXXX.XX>
    Delivered-To: XXX@XXXXX.XX
    Received: from XXX@XXXXX.XX
        by XXX.XXXXX.XX with LMTP
        id SJX6ABzM3WP/cgAARVxZAA
        (envelope-from <XXX@XXXXX.XX>)
        for <XXX@XXXXX.XX>; Fri, 03 Feb 2023 22:08:12 -0500
    Return-path: <XXX@XXXXX.XX>
    Envelope-to: XXX@XXXXX.XX
    Delivery-date: Fri, 03 Feb 2023 22:08:12 -0500
    Received: from xxx.xxx.xxxmail.yahoo.com ([IP_ADDRESS_HERE]:46546)
        by XXX.XXXXX.XX with esmtps (TLS1.2) tls TLS_ECDHE_RSA_WITH_AES_128_GCM_SHA256
        (Exim 4.96)
        (envelope-from <XXX@XXXXX.XX>)
        id 1pO8uR-0007bO-2s
        for XXX@XXXXX.XX;
        Fri, 03 Feb 2023 22:08:11 -0500
    DKIM-Signature: v=1; a=rsa-sha256; c=relaxed/relaxed; d=aol.com; s=a2048; t=1675480048; bh=zSX/zPdj2v6sXXXpxw1pb5aU9vh2DRARp25qojUT5c=; h=Date:From:To:In-Reply-To:References:Subject:From:Subject:Reply-To; b=FlkLHS9SKrDNDkWgCq4+sGD8rkD8wCt3g6lNyN684fdaj327RdVkysRi8CzDpsON7XXXsaECuKtyM6SsNAqUF0IbwO96mtQXFNfJobUnuJwpB+E3R9beYbXgWm0XIkUJSL7aHKLyG67OpN9Z298WkZJpUw0msBx9MvrcIdGvUyU2/k9rkki8eTtn6lSNux5jemaWKStF6ReGK3gb2EXXXFdc/mImYOmcTXy4RZhzsmtTozgxWznYDFFFeWasc2sJsiqtaH0JI/wad6EMv0HIa1jp0VFYW2UqB8eThPzKquKgC1n/uEnUqL6lrLoCUs0wDW9WPzFt1kt0xJASw==
    X-SONIC-DKIM-SIGN: v=1; a=rsa-sha256; c=relaxed/relaxed; d=yahoo.com; s=s2048; t=1675480048; bh=9/sts3/Yy0NrXXXX0ULgswdrNsk2eW6HhWqNE7VDl=; h=X-Sonic-MF:Date:From:To:Subject:From:Subject; b=L5tBXsu+KznxMWE40XXXHh1GAyr0BklnR/WkFeh+Dw8Zmp7egKcik+H/WSD6QDJXlehrbjeOkQuV8LzeqFcQ0CVL1TvCUX7ykX3pTFfSRdIE7SdEf7kGUQQJpsVCVZpZjCiu19UPIII4fshIQ1z6GrXDhFlQ7JBzh0UZPaXXXu7aXJHGeWnI24aswB8fZH15vgyOXNV+AURYqzjBa4E+bvVcWkIb6aHfqJ4Mv47pZ/6gEAaEKXXXsyHfa5RTgA4Z9IWqrJr9eEWDv54BDtua/oJ8d1M/CZqe1xRLjmASnei/nkhj5rTkglioRIJ5nf7Op+gLdnMrpR2s30w==
    X-YMail-OSG: .03DAHwVM1mNS3sKi6Us6Sapi69JNCMbhbE25qLTAt4SA6Z6MDvBeVye50JxMf7
        LCmouCyg41_1B_q.pc6F8wOYNxLSmqzSbBYKaObbyNYmL3Decagtskub.wD7b0F_a6EA.zxR9H98
        y5ooxFaK6jKqT09kg1OKnkicVYqFWD2jALtoO3X4YE51XRh6MdfgPLJzqpuRNGbyMBOUd0g4Zeuz
        BnxpepEvcFYGG5W67zmC1Edb5pP8tj4mtdOyskQ1oJOttE0_ZCN6tr4EDNpYGrDce2LQKp1UzNx.
        CY5X2CdIC2rE2G8FPV.XTB4qM4vSfNiyqmHu0oSRhuC3qBLGelOz_sfkkWOTDbaMRsi_6EgfXomK
        FBBUmw4KqHw0GEjLUpoARVa97CQoR4SO4XQpOXQ7gJIBnahqJ7mjMISvS1pVkeSCYslEMV.9Vl7S
        WZRgEZDF6cAMiPwSk8Mw1I.O3R8CmXBcTHXXXj4CGh66fUTqx.VTlS7ivnqya0ItgzHXm38vhrY
        fYXlfxamy2tngqv0NEHDnT6VSJHMbbWd_WctlxGqf5CFBodJutvQntS87YprTr22Ym7BdvwTMhIt
        8TBba4ibWXiOltFzFMsP_2RI643XMT_PMBPxcMoA0b0ukSJsuQo_QM0Ju_N1aFp0f6geZmc4OJfq
        40EIQV396sVQUNIeE_FDKvKswd6YucVXCNxC.3dAbKFGEsiJr.e6_GFtrNVZmgnG9yPrWZ7blmut
        EFxFb.TL8hZiVs6jNkyH3SBCgbeoqGGqcECQWMef3XfTmw7vMvCr84vJEDl3W4R1jrLvPdeIsa4I
        kpPtVG4mpEscEu_oetSKAeMzWejChtqjVq9IVK9p7wxvqnnGCwUw4DnU0AW5bmMnVhK89JewYc4I
        86vbTnw6KzuUvDpZjntjb7atgamS662ZSnwicCFnq2PVUndXzqALjJthoJsQzyGYvCUMqDfrHiye
        HinCl5xh8LnRz5LjjeQAodi7q2.XGyPiMDh7h2L5B3rt96.8EyMlsyvyUB6bYCBFq1.k.DKxFTeF
        8yL9UsW3IEeKoxM0.oNuX2Svja0b0tuu75j2Y_Er5VrbHf0cC1MxylCeRRB7EA3tV6qR4Mw4OMYF
        jcvZy7RmSOZnyW1TVT7dVzG6cB9YNePccpCa6riL_lQRy2OT0LEjpJmdEzedomNaDf21iGZ4OuTu
        pfvz0lBPyBmXIdH19kHmrC8ixK1vh3764.Y.FjAIXMyDw5EzSt1ZbcxhVPILweJ2Y4BbiRYV_itQ
        j5TTPewZPqGe11gNzg8RKaaMyZlCRTXCtv1hmaFzst.hbN9LLiXvB9WQT5alazYtUA40fnD3Iisz
        DGgTllApFKfuMUnJiqnTfDehS5RJ7MEZfcwUpr1mbnolI44Y2Xix3StgX.B0ZA9kzOUVc_aB1nxN
        XzHryJK9NoRheCU39q3hDc7SaXXXKA.4SfhRZmVNJY1KTNWu7DVVq0vHMWGFidixvBKe3N9GBe7
        A2vgjVt5ai1n8D2ADujqBYK2_55lAZuJpKUoeXpti4Zu9UarP7yD9LO7U.RmQPYfKtrNnmzLs8K3
        jpGPW3WpU9gt9ik8VDcNslKvvQVNvQogYQBEx3gpgEawYvKpkXXXjjyVZHH9AC4LkjBGFEHFh
        Zm2hp7OgyLVt0G7WBNGHEt7MtTEwdYL04PYHsuqXSsXXPwN_8Mzo.tlN2AFZQDLIdrM0_oQSVb1s
        8RFPbqskPiR8gx20POqlkGXbno9.2adNN9XA6h42BsmK6fO63Swijq0SJ3qwUINWdcdQeaCdA5Lt
        o0xl42hldg6o0_gImP.Xal7pibfNKMy_e50PiNxxENMawNiMV5Y_PtAwPDgcXG0OTazeC4T5dMKy
        WuzDKipQ8jttd2F2S.b_U.3TlRKbtAF.LWDA3QSCJyv8UqY9RcPBazxg_e2HESlw9XG4JKQJ0Z_L
        PaKbAYyXDVSQLCDGDkpIJ4qBAoP0x38VF24pyzFvF6zRPvMP9SMZ469HFZbxyNnD_sfYEgm3P28_
        .CYkGRW8SPX.hMfAvxCqJYVKGrcWL6YyQlmC7QMClmfRagwcg.VodKcihUeYO2VmuLXkEbSDOBn0
        bYZoKruF06gTzozUe2HQQrPgM181omcxi6zRrWvXzDycYnrOWfGj0T5cIrQ20p3t9r9e0.F_Jjiu
        vlu3eCpG2cDa5kqXEaOYjJ.8vuiWU1IbGe8ruetPqiVueLjfHqNMIEgmrWb9cLI7._aQHAR7BTEs
        QSnkxCQ--
    X-Sonic-MF: <XXX@XXXXX.XX>
    Received: from xxx.xxx.mail.yahoo.com by xxx.xxx.mail.yahoo.com with HTTP; Sat, 4 Feb 2023 03:07:28 +0000
    Date: Sat, 4 Feb 2023 03:07:26 +0000 (UTC)
    From: "XXX@XXXXX.XX" <XXX@XXXXX.XX>
    To: XXXXXXXX <XXX@XXXXX.XX>
    Message-ID: <740326428.62318.1675480046085@mail.yahoo.com>
    In-Reply-To: <BErcUZb-ty4e1-AAAAAOfdBQDDVAEATTo3lXWo-XXX@XXXXX.XX>
    References: <1865847329.1948468.1675443893177@mail.yahoo.com> <BErcUZb-ty4e1-AAAAAOfdBQDDVAEATTo3lXWo-XXX@XXXXX.XX>
    Subject: Re: [#364227] Can&#039;t log in as administrator
    MIME-Version: 1.0
    Content-Type: multipart/alternative;
        boundary="----=_Part_62317_1421297315.1675480046084"
    X-Mailer: WebService/1.1.21161 AolMailNorrin
    Content-Length: 4890
    X-Spam-Status: No, score=1.1
    X-Spam-Score: 11
    X-Spam-Bar: +
    X-Ham-Report: Spam detection software, running on the system "XXX.XXXXX.XX",
        has NOT identified this incoming email as spam. The original
        message has been attached to this so you can view it or label
        similar future email. If you have any questions, see
        root\@localhost for details.
        Content preview: The email for me as administrator is XXX@XXXXX.XX. 
        I truly do not remember nor can I find a password to log in as xxxxx under
        this email.   On Friday, February 3, 2023 at 01:58:33 PM [...]
        Content analysis details: (1.1 points, 10.0 required)
        pts rule name description
        ---- ---------------------- --------------------------------------------------
        0.0 URIBL_BLOCKED ADMINISTRATOR NOTICE: The query to URIBL was
        blocked. See
        http://wiki.apache.org/spamassassin/DnsBlocklists#dnsbl-block
        for more information.
        [URIs: xxxxxx.xxx]
        -0.0 SPF_PASS SPF: sender matches SPF record
        0.2 FREEMAIL_ENVFROM_END_DIGIT Envelope-from freemail username ends
        in digit
        [XXX@XXXXX.XX]
        0.0 FREEMAIL_FROM Sender email is commonly abused enduser mail
        provider
        [XXX@XXXXX.XX]
        0.0 HTML_MESSAGE BODY: HTML included in message
        -0.1 DKIM_VALID Message has at least one valid DKIM or DK signature
        -0.1 DKIM_VALID_EF Message has a valid DKIM or DK signature from
        envelope-from domain
        -0.1 DKIM_VALID_AU Message has a valid DKIM or DK signature from
        author's domain
        0.1 DKIM_SIGNED Message has a DKIM or DK signature, not necessarily
        valid
        1.0 FREEMAIL_REPLY From and body contain different freemails
    X-Spam-Flag: NO
    
    ------=_Part_62317_1421297315.1675480046084
    Content-Type: text/plain; charset=UTF-8
    Content-Transfer-Encoding: quoted-printable
    
     The email for me as administrator is XXX@XXXXX.XX.=C2=A0 I tru=
    ly do not remember nor can I find a password to log in as xxxxxx under this=
     email.=C2=A0=C2=A0
        On Friday, February 3, 2023 at 01:58:33 PM CST, XXXXXX <XXX@xxx=
    xxxxx> wrote: =20
    =20
     -- Your XXXXXXXXXX support member response --
    
    Hi XXXXX,
    =20
     Thanks so much for letting us know that you were able to login to purchase=
     additional credits.
    =20
     That is correct, for the username 'xxxxxxx' this is for an xxxxxx accou=
    nt with specific permissions set. Only from the main administrator account,=
     can additional permissions be given to an xxxxxx account.
    =20
     When you login to your xxxxxx account, you will see the email address f=
    or the main administrator account. Can you please let us know what this ema=
    il is and if you have access to that email address? (You will see this in a=
     box that has the heading "You are logged in as an xxxxxxxx for:")=20
    
    
    Please let me know if you have any further questions.=20
    
    Regards,=20
    XXXX XXXXX
    
    https://www.XXXXX.XX
    ---------------------------------------
     XXX XXX XXX=20
     XXX XXX XXX XXXX
    
    
    =20
    
    Step by Step User Manual:
     https://www.XXX@XXXXX.XX/
    
    Follow us for new feature updates:=20
    Twitter: https://twitter.com/XXXXXX
    Facebook: https://facebook.com/XXXXXX
      =20
    ------=_Part_62317_1421297315.1675480046084
    Content-Type: text/html; charset=UTF-8
    Content-Transfer-Encoding: quoted-printable
    
    <html><head></head><body><div class=3D"ydpea6bff2yahoo-style-wrap" style=3D=
    "font-family:Tahoma, Arial, Helvetica, sans-serif;font-size:16px;"><div></d=
    iv>
            <div dir=3D"ltr" data-setdir=3D"false">The email for me as administ=
    rator is XXX@XXXXX.XX.&nbsp; I truly do not remember nor can I =
    find a password to log in as XXXXXXX under this email.&nbsp;&nbsp;</div><div=
    ><br></div>
           =20
            </div><div id=3D"ydp875c96eyahoo_quoted_6168196937" class=3D"ydp875=
    c96eyahoo_quoted">
                <div style=3D"font-family:'Helvetica Neue', Helvetica, Arial, s=
    ans-serif;font-size:13px;color:#26282a;">
                   =20
                    <div>
                        On Friday, February 3, 2023 at 01:58:33 PM CST, xxxx=
    xxx &lt;XXX@XXXXX.XX&gt; wrote:
                    </div>
                    <div><br></div>
                    <div><br></div>
                    <div><div id=3D"ydp875c96eyiv5728154024"><div><div style=3D=
    "display:none;">-- Your XXXXXXX support member response --<br clear=3D"=
    none"><br clear=3D"none"></div>Hi XXXX,<br clear=3D"none"> <br clear=3D"non=
    e"> Thanks so much for letting us know that you were able to login to purch=
    ase additional credits.<br clear=3D"none"> <br clear=3D"none"> That is corr=
    ect, for the username 'XXXXXX' this is for an xxxxxx account with speci=
    fic permissions set. Only from the main administrator account, can addition=
    al permissions be given to an xxxxxx account.<br clear=3D"none"> <br cle=
    ar=3D"none"> When you login to your xxxxxx account, you will see the ema=
    il address for the main administrator account. Can you please let us know w=
    hat this email is and if you have access to that email address? (You will s=
    ee this in a box that has the heading "You are logged in as an xxxxxx fo=
    r:") <div id=3D"ydp875c96eyiv5728154024yqtfd04819" class=3D"ydp875c96eyiv57=
    28154024yqt8237209100"><br clear=3D"none"><br clear=3D"none"><p>Please let =
    me know if you have any further questions. <br clear=3D"none"><br clear=3D"=
    none">Regards, <br clear=3D"none">xxxx xxxxx<br clear=3D"none"><br clea=
    r=3D"none"><a shape=3D"rect" href=3D"https://www.XXXXX.XX" rel=3D"no=
    follow" target=3D"_blank">https://www.XXXXX.XX</a><br clear=3D"none"=
    >---------------------------------------<br clear=3D"none"> xxxxxx=
     xxx <br clear=3D"none"> xxx xxx xxx<br clear=3D"none"><br clear=3D"=
    none"></p> <br clear=3D"none"><br clear=3D"none"><strong>Step by Step User =
    Manual:<br clear=3D"none"></strong> <a shape=3D"rect" href=3D"https://xxx=
    xxxxxxxxxxxxxxxxxxxxxxxx/" rel=3D"nofollow" target=3D"_blank">h=
    ttps://www.XXXXXXXX.XX/</a><br clear=3D"none"><br=
     clear=3D"none"><strong>Follow us for new feature updates: </strong><br cle=
    ar=3D"none">Twitter: <a shape=3D"rect" href=3D"https://twitter.com/xxxxx=
    xxx" rel=3D"nofollow" target=3D"_blank">https://twitter.com/xxxxxx</a>=
    <br clear=3D"none">Facebook: <a shape=3D"rect" href=3D"https://facebook.com=
    /xxxxxx" rel=3D"nofollow" target=3D"_blank">https://facebook.com/xxxx=
    xxxxxx</a><br clear=3D"none"> </div></div></div></div>
                </div>
            </div></body></html>
    ------=_Part_62317_1421297315.1675480046084--

    Pastbin of the email as well

    https://pastebin[dot]com/8tVCypuL

    Do you guys have any hints as well as to what may be the issue with this, or where we can look to try debug this ourselves?

    Also, considering we have migrated to 1.17.2, is it possible for us to try 1.16.5, or is the database no incompatible with the previous version?

      eltreno

      Once the database has undergone an upgrade it is not backwards compatible with previous core versions.

      No hints yet, that’s why we are debugging 😉

      Cheers.

      Ok no problem, if we can help in any way just let us know.

      Happy to do some debugging for you on our end.

      Thanks.

      11 days later
      3 months later

      Hi,

      In case this helps anyone, when we turn off "Apache SpamAssassin", all emails get delivered without any issue.

      This is on a box using CPANEL where we have been the this issue of email getting stuck and not collected by OsTicket.

      So looks like "Apache SpamAssassin" is adding something that is conflicting with OsTicket.

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