"does not match header format!"

kylegordon

Hi,

We're running osTicket 1.17.4 on Debian 10 with PHP 8, and are having some issues downloading some emails from our Exchange Online 365 service, over POP3

Most emails are fetched correctly, but some get marked as read but don't get downloaded. The system log reports the following fetcher error

Line "--_002_LO2P123MB4797A5C7F685170B577DBD05D61EALO2P123MB4797GBRP_ " does not match header format!

The above is from one email that I've tracked down (although a few others are sitting in an isolated directory for now). A portion of the headers are below, but it contains the only two references to the above line, in Message-ID and in X-MS-TNEF-Correlator

Subject: FW: Units of Measure
Thread-Topic: Units of Measure
Thread-Index: AdnPhjTUj9jLav1oRAqbg/ITUrPzowElwUzA
Date: Mon, 21 Aug 2023 10:52:00 +0000
Message-ID:
 <LO2P123MB4797A5C7F685170B577DBD05D61EA@LO2P123MB4797.GBRP123.PROD.OUTLOOK.COM>
References:
 <CWXP123MB386496C667662A84FFB8224ED514A@CWXP123MB3864.GBRP123.PROD.OUTLOOK.COM>
In-Reply-To:
 <CWXP123MB386496C667662A84FFB8224ED514A@CWXP123MB3864.GBRP123.PROD.OUTLOOK.COM>
Accept-Language: en-US
Content-Language: en-US
X-MS-Has-Attach: yes
X-MS-Exchange-Organization-SCL: 1
X-MS-TNEF-Correlator:
 <LO2P123MB4797A5C7F685170B577DBD05D61EA@LO2P123MB4797.GBRP123.PROD.OUTLOOK.COM>
MIME-Version: 1.0
X-MS-Exchange-Organization-MessageDirectionality: Originating
X-MS-Exchange-Organization-AuthSource: LO2P123MB4797.GBRP123.PROD.OUTLOOK.COM
X-MS-Exchange-Organization-AuthAs: Internal
X-MS-Exchange-Organization-AuthMechanism: 04
X-MS-Exchange-Organization-Network-Message-Id:

The only common theme that I can find is that the emails have an image pasted inline. Although other users are able to submit inline images just fine, some users cannot. This is not limited to just one user either.

Any thoughts are greatly appreciated.
Kyle

KevinTheJedi

kylegordon

Any particular reason you are using POP3? It's old and outdated. People us IMAP nowadays. I'd suggest trying IMAP and retesting. You can also upgrade to PHP 8.2 and osTicket v1.18 and retest (as we have updated mail fetching package - laminas-mail).

Cheers.

RSchoen

We also have this same issue. I have upgraded to v1.18.2 in an attempt to resolve the issue. In our case it seems to be where an image was copied from an email then pasted into a signature. I have also seen one instance where in MS Outlook an attempt to delete an inline image in a signature resulted in a frame of the image left behind. It made me think there may be a MIME object in another MIME object.
The best way we have found to resolve this so far is to have those affected replace the image in their signature with an image from their local drive and not paste it in place.