Cannot login to POP3-Server after upgrading to 1.14.3 from 1.14.2

hsiewert2

osTicket is having trouble fetching emails from the following mail account:

User: webdev
Host: 172.20.16.xxx
Error: Can't login to this server
108 consecutive errors. Maximum of 5 allowed

This could be connection issues related to the mail server. Next delayed login attempt in aprox. 10 minutes

Password reset does not help.
Any Ideas ?

ntozier

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Environment details? (see Admin panel -> Dashboard -> Information)
Full email settings for that account?

cheezpuff

Ntozier, I am also receiving the same error as mentioned above, after updating to 1.14.3
Info:
osTicket Version v1.14.3 (f4f5bc6)
Web Server Software Microsoft-IIS/10.0
MySQL Version 5.5.45
PHP Version 7.0.30

Mail fetch, pop. Server: Exchange Server 2016 CU18.

osTicket is having trouble fetching emails from the following mail account: User: EMAIL ADDRESS Removed Host: Local IP Error: Can't login to this server 53 consecutive errors. Maximum of 5 allowed This could be connection issues related to the mail server. Next delayed login attempt in aprox. 10 minutes

ntozier

The account as configured is failing to log in. Please provide the email account settings (screen shot).

Have you tried re-entering the password for the account after the upgrade?

cheezpuff

@ntozier ; I'd like to PM that.

ntozier

You can either:
obfuscate parts of the important stuff (like domain name, username. and do not show the password)
or you can email it to me at neil at osticket dot com.

Something like this is fine:

cheezpuff

@ntozier email sent.

ntozier

I do not see anything obvious in the screen shot.
Have you tried re-entering the password in the password field?

Is that mail server Exchange or something else?
Does the user have permission to connect via POP?

cheezpuff

@ntozier
Nothing has changed on the EXG side of the equation.
I have re-entered the information. I've tried via FQDN versus IP and received the same result.

ntozier

I'll ask the devs to take a look.

In the mean time can you take a peek at your mailserver logs and see if sees the connection attempts and why it is failing according to that site?

KevinTheJedi

@cheezpuff

Are you able to save the email information successfully? If so then that means we were able to successfully connect and authenticate to the mailserver. If not then you'd definitely need to check your mail server error logs to see why it's failing to connect/authenticate.

Cheers.

cheezpuff

@ntozier @KevinTheJedi

I am NOT, actually. In looking at the POP3 logs over the last two days, i have ZERO requests from your VM. Where previously there were a great deal.

The only pop3 items in the log are Mailbox Health Checks.

cheezpuff

@ntozier @KevinTheJedi

Good Morning. It is as if the OSTicket is no longer checking the mail server. Despite generating logs / errors like this:
Host: REDACTED - LOCAL IP
Error: Can't login to this server

103 consecutive errors. Maximum of 5 allowed

This could be connection issues related to the mail server. Next delayed login attempt in aprox. 10 minutes

KevinTheJedi

@cheezpuff

You need to contact your email provider to see why osTicket cannot connect. With no access to the mail logs it's near impossible to debug so you have to contact your host as they have the access to the logs.

Cheers.

cheezpuff

KevinTheJedi Can we move this to PM?

KevinTheJedi

@cheezpuff

Unfortunately, we don’t have PM on this platform.

Cheers.

cheezpuff

@KevinTheJedi I've email neil to pick this up together.