[Resolved] rCron timeout, can not download emails

colltom

I like to use rCron to download emails as I can not use local scritp cron.php. I did upload rCron, setup API key, but when I run rCron.php it timeout with error

Fatal error: Uncaught InconsistentModelException: Unable to prepare query: MySQL server has gone away
SELECT A1.* FROM ost_email A1 WHERE A1.email_id = '0' in
/public_html/include/class.orm.php:3460\nStack trace:\n#0
/public_html/include/class.orm.php(3506):

I guess the problem is, that email ID is 0 but should be 1, as main email has ID 1.
I also did try increase MySQL limits, but no change.
I also did upgrade from v1.10 to v1.14.1, hoping its some old bug but also no change ...

Any idea where to fix it, please?

ntozier

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Environment details? (see Admin panel -> Dashboard -> Information)

The most common reason for the error "MySQL server has gone away" is that the server timed out and closed the connection. It sounds like you have an issue on MySQL server, or perhaps your PHP mysql.connect_timeout directive is too low. Or there is a firewall / security package preventing the connection.

colltom

ntozier
Hi, thank you for your reply!

Just not sure what sql param to tweark.
mysql
I changed BUFFER POOL SIZE = 250MB
php
mysqli.reconnect] = on
mysql.connect_timeout = 90

WAIT TIMEOUT ?
LOCK WAIT TIMEOUT?

"Or there is a firewall / security package preventing the connection" - the osTicket is working fine, I can send emails, create tickets etc.

Just run rcron timeout (api/http.php with params - api/task/cron). From the log, seems like it is not able to select main email id correctly and retun main email ID as 0 and than this SQL query return nothing ... (ID of the default email is 1)

SELECT A1.* FROM ost_email A1 WHERE A1.email_id = '0'

Is it ok like this or should i force it into english somehow?

Verze osTicket v1.14.1 (f1e9e88) — Aktuální
Software webserveru Apache/2.4.10 (Debian)
Verze MySQL 10.0.38 - MariaDB
Verze PHP 7.0.33-1_dotdeb+8.1

Rozšíření PHP
gdlib Použito pro manipulaci s obrázky a tisk do PDF
imap použito pro stahování e-mailů
xml XML API
xml-dom použito pro zpracování e-mailů v HTML formátu
json Vylepšuje výkon vytvářením a zpracováváním JSON
mbstring Vysoce doporučeno pro obsah mimoevropských jazyků
phar Vysoce doporučeno pro pluginy a jazykové balíčky
intl Vysoce doporučeno pro obsah mimoevropských jazyků
fileinfo Použito pro detekci typů souborů při uploadu
zip Used for ticket and task exporting
APCu Zvyšuje celkovou výkonnost
Zend Opcache Zvyšuje celkovou výkonnost

Nastavení PHP
cgi.fix_pathinfo "1" je doporučeno, pokud nefunguje AJAX
date.timezone Europe/Prague

Informace a využití databáze
Schéma xxxxx (localhost)
Signatura schématu XXXXb10bd8a6bab35c119dXXXX
Využité místo 2962.17 MiB
Místo pro přílohy 2685.53 MiB
Časová zóna UTC

ntozier

I'd recommend looking at the MySQL docs
https://dev.mysql.com/doc/refman/8.0/en/gone-away.html

There are a lot of troubleshooting steps etc in that link that might assist you better than I can.

colltom

ntozier and that the sql is looking for ID 0 its not a problem? Do u think it would try all ids if it has more time?

SELECT A1.* FROM ost_email A1 WHERE A1.email_id = '0'

KevinTheJedi

@colltom

So, I believe this is happening when the cron runs and when it runs MailFetcher. Something is up with the query that returns all active emails from the ost_email table. Basically, when MailFetcher is called the system grabs all active emails, loops through each one, does a lookup so we can obtain an object and I think the lookup is where the SELECT A1.* FROM error comes into play here. With this being said, I think you need to do some debugging around the following lines:

When I get back to work on Monday (or if I have some free time this weekend) I'll attempt to replicate this.

Cheers.

colltom

KevinTheJedi Thank you Kevin. I was using cron.php locally before, but now dont have this option, so that is where problem started. with local crop.php it was fetching emails without problem.

KevinTheJedi

@colltom

So I attempted to replicate this issue and I cannot. rcron.php works just like cron.php in my environment. You will need to do some debugging.

One thing to check is to make sure you have at least one System Emails and at least one is Enabled.

Cheers.

colltom

KevinTheJedi Thank you.
What I actually did: I had it on server with php5.6 and mysql. using cron.php.
I have to move it into cloud hosting where is php7 and mariadb 10. And I can not start cron.php locally. So i created API key and copy rcron into webserver.
Is this correct address for rcron.php?
domain is www.domain.com and http.php is in folder www.domain.com/api/http.php, so URL for rcron is www.domain.com/api/tasks/cron?

rcron.php is in same folder - www.domain.com/api/rcron.php

yes I have two emails

KevinTheJedi

@colltom

I would recommend downgrading MySQL to 5.6 or below for now. We've seen some issues with MySQL 8.0+ that we are going to resolve soon.

Cheers.

colltom

KevinTheJedi Aj, I can not downgrade SQL as its for whole server :{
Please any idea where to look in scripts? Or add recort 0 into mail table?

KevinTheJedi

@colltom

I can not downgrade SQL as its for whole server :{

Ouch...this doesn't matter anyways. I just noticed it was MariaDB 10.0.38 which is equivalent to MySQL 5.6 so it's not the db version.

Please any idea where to look in scripts?

You'll just have to debug starting in the lines of code I referenced above.

Or add recort 0 into mail table?

This isn't going to resolve the issue, rather bandaid it.....you really need to debug and see what's failing.

Cheers.

colltom

KevinTheJedi Tha nk you I will check it.

Any idea where script generate mail_ID for SQL query SELECT A1.* FROM ost_email A1 WHERE A1.email_id = '0'?
So maybe i can more easy replace it with "1" and see if this is the problem ...

just wondering how can this short query with zero result can "kill" db ...

KevinTheJedi

@colltom

Please read:

https://forum.osticket.com/d/97428-rcron-timeout-can-not-download-emails/6

Cheers.

colltom

Wird stuff. When i switched off old server where was ticket running before, it start fetching emails without problems - i got notification, that ticket can not fetch emails over IMAP few mins after old server went offline. That was another issue - IMAP connection was allowed only from old IP (mail server site). Now works. DNS was changed correctly before so I can not explain what was the connection. But works now.

colltom

But thank you guys for helping me! And it forced me to upgrade to latest version 🙂

KevinTheJedi

@colltom

Yes, that is very strange lol I'm really glad you got this resolved and you're using the latest version.

Cheers.