Mail fetch give error for one email

yannickb

We have 3 email configured on our osTicket.
All of them are on Microsoft365 and work whitout issue.

Today, one of them doesn't work
I got email :
Excessive errors processing emails for ssl://outlook.office365.com:995/POP (Payable payable@domain.ca).
Please manually check the Fetch Folder () [1/30 - 0/1]

In the log, I see the same error
I have modified file "include/class.mailfetch.php", function processEmails() to add error message
I also the file "include/laminas-mail/src/Pop3.php, function readResponse( to add the status code
The email I received are now :
Excessive errors processing emails for ssl://outlook.office365.com:995/POP (Payable payable@domain.ca).
Please manually check the Fetch Folder () [1/30 - 0/1]({a}[last request failed (status:-ERR)(-ERR Server Unavailable. 21)])

I have double checked configuration of all e-mails, remote mailbox and OAuth2 configuration.
I also deleted OAuth2 token and osTicket got a new token.

osticket 1.17.3 with PHP 8.2.21 on IIS
I have restarted IIS service and the Windows, the error persist.

I have disabled mail fetch for all email except the one that doesn't work, same error.

What can I do now ?
Thank you

KevinTheJedi

yannickb

You should always make sure you test this on the latest before reporting an issue as it could've already been addressed. Upgrade to the latest, replace any currently installed plugins with the latest builds, and retest.

Cheers.

yannickb

In the same core version ? 1.17.5

or in 1.18.1 ?

KevinTheJedi

yannickb

It’s up to you, whatever you want. Both are currently supported.

Cheers.

yannickb

I just finish to upgrade our osTicket from 1.17.3 to 1.17.5.

Same error

KevinTheJedi

yannickb

When looking online "Server Unavailable - 21" means the mailserver and/or webserver is having connection issues. You can google it yourself to see:

https://www.google.com/search?q=%22server+unavailable+21%22&oq=%22server+unavailable+21%22

However the "Please manually check the Fetch Folder () [1/30 - 0/1]" error typically means that there is an email in the configured Fetch Folder that cannot be processed for whatever reason. You can login to the mailbox and manually removing the stuck mail to stop the error. However the error may come back if another un-processable email comes in later on.

At this point I would recommend installing the latest build of the OAuth2 plugin for 1.17.x, following these steps, signing into osTicket in Incognito window, deleting the existing token via Token tab in Authentication Config popup for the email in osTicket, replacing the Scopes offline_access https://outlook.office.com/IMAP.AccessAsUser.All https://outlook.office.com/POP.AccessAsUser.All https://outlook.office.com/SMTP.Send, submitting the Authentication Config popup to retrieve a new token, and retesting just to make sure you have everything up-to-date with the microsoft stuff.

Cheers.

yannickb

I have disabled the mail fetch for the night, this morning I have enable it and it's work without any issue.