Problems with Email Connections

Scott_McCoy

I'm at a loss. Even my hosting company says they don't know why osTickets is failing with email.

I'm trying to setup the email accounts in osTickets. I'm on a new VPS. I've tried every possible combo of settings and nothing works other than ports 143 and 25, which are not secure and this causes spam filters to catch my outgoing ticket emails.

The correct settings for IMAP with auth required work on my server with ever other software I've tried. No problems. Hosting company verifies email is working perfectly.

I've been dealing with this for two weeks (since installing osTicket) and I'm at the end. I have nothing else to try.

Any help would be very much appreciated. Otherwise, I might have to find another ticket system.

osTicket Version v1.12.2 (a5d898b) — Up to date
Web Server Software Apache
MySQL Version 10.2.26
PHP Version 7.2.21
PHP Extensions
gdlib Used for image manipulation and PDF printing
imap Used for email fetching
xml XML API
xml-dom Used for HTML email processing
json Improves performance creating and processing JSON
mbstring Highly recommended for non western european language content
phar Highly recommended for plugins and language packs
intl Highly recommended for non western european language content
fileinfo Used to detect file types for uploads
APCu Improves overall performance
Zend Opcache Improves overall performance
PHP Settings
cgi.fix_pathinfo "1" is recommended if AJAX is not working
date.timezone Setting default timezone is highly recommended

Scott_McCoy

I don't know why my last line is larger and bold. I didn't mean to do that. Sorry.

ntozier

You haven't actually provided us with any error messages. Be it from the ui, from the mail server, from php, etc.

Scott_McCoy

There are two errors I get, depending on the settings I attempt.
Most return "Gateway Time-Out."
Some settings return "auth failure SMTP: Invalid response code received from server code 535, response: 5.7.8 Error auth failed; auth failure" (This one is when I attempt with Auth Required and using port 25.)

Scott_McCoy

SOLVED

I hired a server admin to dig into this issue. It turns out osTicket does not properly handle email account passwords that contain special characters. Removing all special characters solved the issue.

For example, the password "R$t8#-hM" will fail. Password "We8L3Gb" will work.

Hopefully this will be corrected in the next version.

RBGE

Scott_McCoy Really? Because one of my mailboxes uses special characters in the password, and it's still pulling in tickets 🤔 At least you've sorted your issue, but I'm confused about the fault...

Scott_McCoy

It might be a specific special character? We just removed them all and it works. We didn't spend the time trying individual characters.

ntozier

Hmmm. All of our passwords use special characters. I bet its the #.

Scott_McCoy

The special characters we used in that password were: ^ = > '