Mail Fetcher Error

yannickb

Got this error this morning :
Excessive errors processing emails for ssl://outlook.office365.com:995/POP (...). Please manually check the Fetch Folder () [6/30 - 0/6]

I have 2 servers with osTicket 1.17.3, both do the same error.
I have upgrade one to latest version, 1.17.6, still have this error
version d'osTicket v1.17.6 (3ff35ad) — A jour
Logiciel serveur Web Microsoft-IIS/10.0
Version de MySQL 8.4.2
Version PHP 8.2.21

What I can do ?
Thank you

KevinTheJedi

yannickb

You'll need to do as the error says and manually check the mailbox. You'll need to remove any stuck mail so the fetcher can move on. It's essentially getting stuck on one or more emails that cannot be processed for one reason or another. Once you track down the specific email causing issues you can upload the full, raw email here for us to review. I would of course encourage you to censor any sensitive information before posting.

Cheers.

yannickb

Got the error for all email.
Here is the header from a simple 'Hello' email that I had send from my email to the email of our osTicket
From Outlook, it didn't seem possible to get the full raw message (header with message).

Received: from YQBPR01MB10811.CANPRD01.PROD.OUTLOOK.COM (2603:10b6:c01:75::17)
 by YQBPR0101MB4402.CANPRD01.PROD.OUTLOOK.COM with HTTPS; Tue, 16 Dec 2025
 20:31:05 +0000
Received: from YQBPR01MB10797.CANPRD01.PROD.OUTLOOK.COM (2603:10b6:c01:73::7)
 by YQBPR01MB10811.CANPRD01.PROD.OUTLOOK.COM (2603:10b6:c01:75::17) with
 Microsoft SMTP Server (version=TLS1_2,
 cipher=TLS_ECDHE_RSA_WITH_AES_256_GCM_SHA384) id 15.20.9434.6; Tue, 16 Dec
 2025 20:30:59 +0000
Received: from YQBPR01MB10797.CANPRD01.PROD.OUTLOOK.COM
 ([fe80::c5bc:23fe:abde:d9da]) by YQBPR01MB10797.CANPRD01.PROD.OUTLOOK.COM
 ([fe80::c5bc:23fe:abde:d9da%4]) with mapi id 15.20.9434.001; Tue, 16 Dec 2025
 20:30:58 +0000
From: Yannick <yannick@.......ca>
To: =?iso-8859-1?Q?Comptabilit=E9_......_D=E9p=F4t?= <payable@.......ca>
Subject: Test Yannick 2
Thread-Topic: Test Yannick 2
Thread-Index: AdxuyuJbnxUd14ILRuuA02kocehHrA==
Date: Tue, 16 Dec 2025 20:30:58 +0000
Message-ID:
	<YQBPR01MB10797687FF2977AC165B5C910AAAAA@YQBPR01MB10797.CANPRD01.PROD.OUTLOOK.COM>
Accept-Language: fr-CA, fr-FR, en-US
Content-Language: fr-FR
X-MS-Exchange-Organization-AuthAs: Internal
X-MS-Exchange-Organization-AuthMechanism: 04
X-MS-Exchange-Organization-AuthSource:
	YQBPR01MB10797.CANPRD01.PROD.OUTLOOK.COM
X-MS-Has-Attach:
X-MS-Exchange-Organization-Network-Message-Id:
	1aa006d7-4d81-4ead-0a2c-08de3ce20590
X-MS-Exchange-Organization-SCL: 1
X-MS-TNEF-Correlator:
X-MS-Exchange-Organization-RecordReviewCfmType: 0
x-ms-publictraffictype: Email
x-microsoft-antispam: BCL:0;ARA:13230040|366016|41050700001;
X-Microsoft-Antispam-Mailbox-Delivery:
	ucf:0;jmr:0;auth:0;dest:I;ENG:(910005)(944506478)(944626604)(920097)(425001)(930201)(20251009114)(140003);
X-Microsoft-Antispam-Message-Info:
	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
Content-Type: text/plain; charset="iso-8859-1"
Content-Transfer-Encoding: quoted-printable
MIME-Version: 1.0

Hello World !

KevinTheJedi

yannickb

That's just headers.. I need the full, raw email in .eml or .msg format.

Cheers.

KevinTheJedi

yannickb

Also, move all stuck mail out of the fetch folder then move them back one-by-one until you figure out which specific one causes the error. If you simply send a new email without removing the stuck mail you'll get the same error and it will seem like the issue is with the new email but it's with the old email.

Cheers.

yannickb

Hi have updated my anwser above with the EML content.
I have removed all emails and sent an test message from my email and got error
Excessive errors processing emails for ssl://outlook.office365.com:995/POP (...). Please manually check the Fetch Folder () [1/30 - 0/1]

KevinTheJedi

yannickb

That is not a full, raw email.. it has no boundaries, etc. Please Google a guide online on how to extract full, raw emails from outlook. Also if it’s doing that with a basic email it’s likely an issue with the connection, etc. Maybe it would be in your interest to try IMAP instead? Or maybe even completely deleting the email, adding it back, then reconfiguring authentication?

Cheers.

yannickb

I had download EML directly from Outlook (web version)
The license of the account used by osTicket are Kiosk, the IMAP access are not available nor the desktop version of Outlook.
I have sent my "Hello World" email as plain text, there are no boundaries.

KevinTheJedi

yannickb

Even with plain-text it usually has boundaries but maybe not with just plain-text with ms. Anyways, yea that's a super basic email so it may be due to the connection or something. Try restarting your webserver and PHP-FPM (if you're running it) and retesting. If that still doesn't work I would try deleting the system email, re-adding it, reconfiguring auth, and retest.

Cheers.

yannickb

I finally found a patch.

First, I modified a file to expose the laminas-mail error.
Instead of getting a very generic error message:

Excessive errors processing emails for ssl://outlook.office365.com:995/POP (...).
Please manually check the Fetch Folder () [1/30 - 0/6]

I now got :

  Excessive errors processing emails for ssl://outlook.office365.com:995/POP (...).
  Please manually check the Fetch Folder () [1/30 - 0/6]
  ({a}[Line "?Received: from YQBPR01MB10811.CANPRD01.PROD.OUTLOOK.COM (2603:10b6:c01:75::17)" does not match header format!]
   {a}[Line "?Received: from YQBPR0101MB8941.CANPRD01.PROD.OUTLOOK.COM" does not match header format!]
   {a}[Line "?Received: from YT1PPFE9BA3AC85.CANPRD01.PROD.OUTLOOK.COM (2603:10b6:b08::59f)" does not match header format!]
   {a}[Line "?Received: from QB1PPF87FBA53A5.CANPRD01.PROD.OUTLOOK.COM (2603:10b6:c08::259)" does not match header format!]
   {a}[Line "?Received: from YQBPR0101MB5563.CANPRD01.PROD.OUTLOOK.COM (2603:10b6:c01:44::6)" does not match header format!]
   {a}[Line "?Received: from YT2PR01MB9859.CANPRD01.PROD.OUTLOOK.COM (2603:10b6:b01:d9::15)" does not match header format!]
  )

The error message “does not match header format!” comes from
include/laminas-mail/src/Headers.php, in the fromString() function.

After adding a few error_log() calls, I noticed that the string passed to fromString() begins with a UTF-8 BOM.

A simple patch at the beginning of the function fixes the issue:

// Patch: strip UTF-8 BOM
$string = preg_replace('/^\xEF\xBB\xBF/', '', $string);

After this change, all emails start appearing correctly in osTicket.

KevinTheJedi

yannickb

That is quite interesting.. we'll take a deeper look at this and see. Thank you for the detailed investigation results.

Cheers.

1monkey

Andy_B the solution written by yannickb fixed the problem for me instantly.

Thank you very much @yannickb <3

KevinTheJedi

Andy_B

Yes, as 1monkey pointed out, yannickb posted a patch above. This will get things working again until we make an official patch.

Cheers.

Andy_B

Was any fix discovered as I'm now getting this error after coming back from our xmas break.

legrimpeur

Hi KevinTheJedi I see that you released v1.18.3, I am encountering this issue in v1.18.2 and the proposed patch worked. I see that this issue is fixed in v1.17.7, is v1.18.3 fixing this issue? Should I upgrade or not?

Sorry for not having mentioned that I was observing this in v1.18.2.

Thanks in advance for your support

legrimpeur

I confirm that I had the same issue across the Xmas holidays and the patch solved the issue

KevinTheJedi

legrimpeur

Anything in 1.17.x gets merged into 1.18.x so yes, v1.18.3 includes the same patch.

Cheers.