[resolved] Occasional SMTP issue

RandyCaldy

We're currently running OSticket in a Windows 2016 virtual machine. Here's our server information.
osTicket Version v1.14.6 (cc2f481)
Web Server Software Apache/2.4.48 (Win64) OpenSSL/1.1.1k PHP/7.4.21
MySQL Version 10.4.20
PHP Version 7.4.21

I get notified that agents were not receiving email notifications on some (not all) tickets that were being created. There are times when I would verify the SMTP configuration and it would be successful, I am able send a test email. Other times, it would fail and I'm not sure why.

I looked at the System Logs and I would see several "Mailer Error" messages:

Unable to email via php mail function:"MyAnalytics" mail() returned failure

I'm not sure how to address this issue. Any of your expert advice would be appreciated.

KevinTheJedi

@RandyCaldy

You'll definitely need to contact you mail provider for further assistance debugging this. As they have access to your logs they can pinpoint what the issue is and what’s causing it. That error message is garbled junk so I can’t really say what the issue is.

Cheers.

RandyCaldy

KevinTheJedi Thanks for responding.

I followed the recommendation on this thread: https://forum.osticket.com/d/99786-email-fetchingsending-not-working-after-credential-change/ and changed O365 SMTP server settings from smtp.office365.com to smtp-mail.outlook.com and it's been working without issue so far.

KevinTheJedi

@RandyCaldy

Yea I just researched this a little and see that their documentation says to use smtp-mail.outlook.com for SMTP:

https://support.microsoft.com/en-us/office/pop-imap-and-smtp-settings-for-outlook-com-d088b986-291d-42b8-9564-9c414e2aa040

Cheers.