Email fetching is not working on cloudways.

mmejiag

Hello!

I installed successfully osticket in my server at cloudways and the webapp works well, but I can’t achieve fetch emails from my mail server. I tried to trigger the cron.php job but without success.

Configuration is well because I’m able to send email correctly.

Any ideas?

ntozier

Please help us to help you by reading and following the posting guidelines located in this thread: Please read before requesting assistance. The more information you give us the better we will be able to assist you. Thank you.version of osTicket?webserver and ver?php ver?email settings? (ie how are you trying to get email)Did you setup setup cron to call cron.php on a schedule?

mmejiag

Thank you. The information you need:Os Ticket v1.10.1 (9ae093d)Web Server Software (hosted at cloudways platform):Apache/2.4.10 (Debian)MySQL Version 5.5.60PHP Version 5.6.36-0+deb8u1Email: IMAP SSL via 993 port / SMTP via 587 port with authentication requiered I've set cron.php locally to run every minute

ntozier

What you provided looks fine. Are you running Exchange 365? If yes are you using a shared address and not an account?Whats your corn job calling cron.php look like?Have you checked your cron logs to see if there is a problem?

mmejiag

Email is running in CPanel (exim), with a dedicated address. And I can send messages correctly but I can't fetch email to get new tickets.Cloudways has its cron assistant so I've set it in this way:https://www.dropbox.com/s/2agx3nnfafjsuc8/cron.jpg?dl=0

ntozier

Who does it run as?Does it run on the local machine or is it some cross network thing?Have you checked your cron logs to see if there is a problem?

mmejiag

It runs by the owner of the app.It is working in the local machine (cloud server)I can't find the logs, I'm asking for them.

ntozier

"It runs by the owner of the app." is that a user that can access the php files?

mmejiag

Yes.

ntozier

Excellent then i guess we just wait for error logs

mmejiag

Support team from cloudways could not give me access to OS logs, but they tested all and check the cron and they told me that all is correct :/

ntozier

There is nothing else that I can think of to try to help you with this. With out know what happens when cron runs the cron.php or being able to see the cron or php error logs pertinent to the transaction there is no way to know whats happening.

mmejiag

Thank you :)

ntozier

I have an idea. Since I dont trust the answer you got from support. Try setting this up using an external cron and use the rcron.php and an API key. You can try using a service like easy cron.instructions on how to do this.https://www.easycron.com/cron-job-tutorials/how-to-set-up-cron-job-for-osticketIf that works then the problem is clearly cloudways.

mmejiag

I guess I found the solution: I check the "Email fecthing" checkbox in Admin Panel>Emails>Settings>#Incoming Emails and all is working!That was a kind of joke :$ from the system to me. I feel stupid jaja.Thank you for all.

ntozier

You didnt tell it to collect email? /facepalm. I really should have asked that first.