Issue fetching emails that contain attachments

moorea

Hello

Whenever an email contains an attachment is fetched I get the error: Excessive errors processing emails for ssl://pop.gmail.com:995/POP.

When I look in the ost_ticket table I can see that a ticket was created; however, the ticket doesn't show up in the UI. When I compare the record to other successful records for tickets I can see that the status_id is set to 0.

Even though the system tried creating the ticket, it did not download the attachment. I verified this by listing all files from my attachment folder for a specific date, and did not find any files.

My environment:

What does work:

Email fetching and ticket creation of emails without attachments
Tickets created through the web UI with attachments work fine.

I have reviewed the following log files and there is no information or errors listed for the fetch event.

PHP log
IIS log
Windows Event Viewer

Settings for email:

Settings for attachments (using the Attachments on the filesystem plugin):

I have reviewed previous articles on the forum but haven't been able to locate anything that helps

I have tried using POP

... and IMAP

Everything that I try yields the same outcome. I know I'm missing something, any help with this would be much appreciated.

KevinTheJedi

moorea

Can you try installing and enabling the php-iconv module, restarting the webserver (and PHP-FPM if you’re running it), and retest? Someone else recently had attachment issues with IIS; here was their fix:

https://forum.osticket.com/d/105914-troubles-with-attachments-larger-than-1500kb/18

Cheers.

moorea

We have iconv installed and enabled as it is packaged with PHP 8.2. Just to confirm you want me to install another version and enable it in the php.ini file?

I also did a php -m just to confirm that it was loaded.

I checked the thread that you suggested and set the value of sys_temp_dir. It didn't contain a value before so I was really hoping that would fix it but the problem persists.

I tried adding stack trace to the cron.php file but it didn't reveal anything to me. I have to admit, this is my first rodeo with PHP so I may not have set the stack trace correctly, although I did a couple of methods. The only output I ever got back was this.

KevinTheJedi

moorea

No, since you already have it installed that's okay. Yea, none of that is helpful unfortunately.

Is it any size file or only files greater than a certain amount?

Cheers.

moorea

KevinTheJedi It's any attachment, regardless of it's size.

Email signatures that have images in them make it just fine, but if I try to send an email with an inline image I get the same thing.

KevinTheJedi

moorea

Can you try installing the PHP-imap module and retesting?

Cheers.

moorea

I have enabled IMAP and retested with the same results. Here is my instance info after I enabled IMAP.

I made sure the change the settings for my email to use the IMAP protocol.

KevinTheJedi

moorea

The only other thing I can think of at the moment is the fact you are using mods. I would try replicating this on a vanilla install to compare.

Cheers.