Email retrieval with Microsoft mailbox suddenly no longer works

it-sba

Dear osTicket experts,

The automatic retrieval and deletion of emails from our Microsoft mailbox has been working for us for months, maybe even years, without any problems. However, since Tuesday, retrieval has stopped working, even though we haven't changed anything. The emails are obviously marked as read, as we can see in the mailbox, but they are not being sent to the ticket system as tickets.

In addition, the administrator account receives an email with the subject "Mail Fetcher" and the text:

Excessive errors processing emails for ssl://outlook.office365.com:995/POP [...]
Please manually check the Fetch Folder () [2/30 - 0/2].

I have to disable our cron job for automatic retrieval, because otherwise we receive an error notification every five minutes. Not to mention that the ticket emails pile up in the support mailbox.

I have already done everything I can think of:

I updated osTicket, first to version 1.17.6, then again to 1.18.2.
I took the opportunity to update the OAuth plugin, as recommended here: https://forum.osticket.com/d/105871-new-build-of-oauth2-plugin-released
I also completely removed the plugin and reinstalled it.
I even deleted the app registration in the Azure Portal and Entra ID and completely recreated it according to these instructions: https://docs.osticket.com/en/latest/OAuth2/Microsoft%20Authorization%20Guide.html
I have checked the scopes and set them up according to these instructions: https://docs.osticket.com/en/latest/OAuth2/Microsoft%20Deprecations%202024/Licensed%20Personal%20Emails.html

The strange thing is that token generation seems to be working. The token is always renewed, as I can see in the osTicket system. In addition, some kind of access to the mailbox is apparently taking place - otherwise, the emails in our support mailbox would not be marked as "read" when automatically retrieved by the cron job. But as I said, no tickets are being created.

I am really grateful for any help or advice on how to narrow down the problem.

Best regards,
Florian

Shared web hosting service
osTicket v1.18.2, Apache, MySQL 5.7.44, PHP-Version 8.3.19
Mailbox settings:

KevinTheJedi

it-sba

I would swap to IMAP (port 993 - same hostname) as POP3 is so ancient these days.
Do you still get that same "Please manually check the Fetch Folder" error after reconfiguring everything? If so, that simply means one or more emails cannot be processed for whatever reason and since they cannot be processed they cannot be moved so they just get stuck there. Since the system can't move on on each fetch (as it can't process/move the stuck mail) it continuously throws that error until you do what the error says and manually check the mailbox (to remove the stuck mail).

Cheers.

it-sba

I reconfigured it to IMAP/993 and it worked immediately!

POP has always worked so far, and in my opinion it should continue to work. However, I won't try POP again now that mail fetching is working, because "never change a running system".

Regarding your second point: I forgot to mention that I had already "manually checked the mailbox" and had deleted the email from my inbox that may have originally caused the problem (which had two file attachments). However, subsequent simple test emails still could not be processed.

Anyway, the main thing is that it's working again! Thank you very much!

KevinTheJedi

it-sba

Microsoft must be doing something with POP as you are the second person running into issues and switching to IMAP works fine. Interesting… 🤔

Cheers.

HelpmyDesk

I came here for this exact reason and changing from POP to IMAPS also sovled my problem.
Thank you!