osTicket mail not fetching

chunheng

I need advise on this email fetch issue.
Checking in the error_log in the api folder:

[22-Dec-2025 13:45:24 UTC] PHP Fatal error:  Allowed memory size of 134217728 bytes exhausted (tried to allocate 40894496 bytes) in /home/{HOSTNAMEGOESHERE}/public_html/support/include/pear/Mail/mimeDecode.php on line 834
[22-Dec-2025 13:50:17 UTC] PHP Fatal error:  Allowed memory size of 134217728 bytes exhausted (tried to allocate 40894496 bytes) in /home/{HOSTNAMEGOESHERE}/public_html/support/include/pear/Mail/mimeDecode.php on line 834
[22-Dec-2025 13:55:17 UTC] PHP Fatal error:  Allowed memory size of 134217728 bytes exhausted (tried to allocate 40894496 bytes) in /home/{HOSTNAMEGOESHERE}/public_html/support/include/pear/Mail/mimeDecode.php on line 834
[22-Dec-2025 14:00:15 UTC] PHP Fatal error:  Allowed memory size of 134217728 bytes exhausted (tried to allocate 40894496 bytes) in /home/{HOSTNAMEGOESHERE}/public_html/support/include/pear/Mail/mimeDecode.php on line 834
[22-Dec-2025 14:05:15 UTC] PHP Fatal error:  Allowed memory size of 134217728 bytes exhausted (tried to allocate 40894496 bytes) in /home/{HOSTNAMEGOESHERE}/public_html/support/include/pear/Mail/mimeDecode.php on line 834
[22-Dec-2025 14:10:16 UTC] PHP Fatal error:  Allowed memory size of 134217728 bytes exhausted (tried to allocate 40894496 bytes) in /home/{HOSTNAMEGOESHERE}/public_html/support/include/pear/Mail/mimeDecode.php on line 834

Reference used:

Context:

Shared host, using cPanel.
Email provider is Google Workspace. All emails are linked to company's Google Workspace domain.
Using Google OAuth2 with GMail API permission for SMTP setup (Application Password was lost again because I broke into the email with admin power again). Internal only.
osTicket v1.18.2
Apache
MySQL 5.7.44
PHP 8.2.29
Issue started last Friday suddenly. I am suspecting the shared host provider did something but I just cannot prove it.

osTicket server information:

SMTP email settings:

osTicket email settings:

osTicket email setup (using OAuth2 now):

Cronjob at cPanel:

Currently, the SMTP email have 14 emails stuck in inbox since last Friday:

The php.ini in question:

; cPanel-generated php ini directives, do not edit
; Manual editing of this file may result in unexpected behavior.
; To make changes to this file, use the cPanel MultiPHP INI Editor (Home >> Software >> MultiPHP INI Editor)
; For more information, read our documentation (https://go.cpanel.net/EA4ModifyINI)

allow_url_fopen = Off
allow_url_include = Off
display_errors = Off
enable_dl = Off
error_log = "/home/{HOSTNAMEGOESHERE}/public_html/support/php_error.log"
file_uploads = On
max_execution_time = 3000
max_input_time = 6000
max_input_vars = 1000
memory_limit = 512M
post_max_size = 512M
session.gc_maxlifetime = 1440
session.save_path = "/var/cpanel/php/sessions/ea-php72"
upload_max_filesize = 512M
zlib.output_compression = Off

log_errors = On

error_reporting = E_ALL

display_startup_errors = Off

KevinTheJedi

chunheng

Apparently the email is large or is using a lot of memory to process. The errors are saying it's trying to process an email but it's exceeding the (seemingly small) memory limit of 134 MB. You need to increase all relevant memory limits on the server, on the webserver, in PHP, and retest.

Cheers.

chunheng

KevinTheJedi

I just noticed one of the email have a 29 MB attachment of Excel file.

As a temporary measure (because I am lazy to find out what's the shared hosting memory limit and to do the whole work with host provider support), what I did was moving the emails from inbox to a dummy label, and then, moving one email back to Inbox; meaning, manually ingest one email at a time:

Eventually, the inbox emails were archived to osTicket label as per osTicket email fetch rules.

As a temporary measure, I readjust Emails Per Fetch to 5.