OTRS 5, Unable to register the process in the database.

[netjess]

Hello,
I have this instance of OTRS 5 that has been running just fine for several months.
I have made no changes in the last couple of months but I came back to work from Christmas holiday and started seeing this error.

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There was an error executing Execute() in Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch: Error: Unable to register the process in the database. Is another instance still running?

Some web searching and most of the posts were regarding earlier versions of OTRS and answers ranged from bad "NotificationSenderEmail" to too frequent checking of inbound mailbox.

I was checking every 3 minutes, that worked until last weekend, I have tried going to 5 minutes and now 7 minutes. I am still getting error.
one solution was reported as running

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/opt/otrs/bin/otrs.PostMasterMailbox.pl -f

but that has been changed to

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/opt/otrs/bin/otrs.PostMaster.pl

which has also been obsoleted. So I discovered the new method:

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/opt/otrs/bin/otrs.Console.pl Maint::PostMaster::MailAccountFetch --force-pid

Now I am also getting the following error when there are updates to the tickets due to email:

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Wed Dec 30 09:26:59 2015 otrs.Console.pl: Use of uninitialized value in substitution iterator at /opt/otrs/Kernel/System/TemplateGenerator.pm line 1099.
Wed Dec 30 09:26:59 2015 otrs.Console.pl: Use of uninitialized value in substitution iterator at /opt/otrs/Kernel/System/TemplateGenerator.pm line 1099.
ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-32 Perl: 5.18.2 OS: linux Time: Wed Dec 30 09:26:59 2015

 Message: Could not update To field for Article: 17468.

 Traceback (35801):
   Module: Kernel::System::Ticket::Event::NotificationEvent::Run Line: 343
   Module: Kernel::System::EventHandler::EventHandler Line: 225
   Module: Kernel::System::EventHandler::EventHandlerTransaction Line: 267
   Module: Kernel::System::ObjectManager::ObjectsDiscard Line: 368
   Module: Kernel::System::ObjectManager::DESTROY Line: 549
   Module: (eval) Line: 38
   Module: /opt/otrs/bin/otrs.Console.pl Line: 38

Line 1099 of TemplateGenerator.pm is as follows:

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 # replace config options
    my $Tag = $Start . 'OTRS_CONFIG_';
    $Param{Text} =~ s{$Tag(.+?)$End}{$ConfigObject->Get($1)}egx;

Would someone be able to help me figure out what is the 'uninitialized value' and if all of the errors are related or not?

Thank you.

[netjess]

It seems that running the command:
sudo -u otrs /opt/otrs/bin/otrs.Console.pl Maint::PostMaster::MailAccountFetch --force-pid

has fixed the main issues about "Unable to register the process in the database".

I am still getting "Could not update To field for Article" errors.

Ideas anyone?

Thank you.

[jnelson]

I had this same issue, added the --force-pid argument to the module in the cron task and changed the timing to 3 minutes. It worked but I was told by Jens that it wasn't a good idea to force it as it didn't fix the issue. I reset that section in SysConfig and rebooted. Voila it works.

Daemon::SchedulerCronTaskManager::Task###MailAccountFetch

Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch --force-pid

[inwiwo]

I had this same issue, added the --force-pid argument to the module in the cron task and changed the timing to 3 minutes. It worked but I was told by Jens that it wasn't a good idea to force it as it didn't fix the issue. I reset that section in SysConfig and rebooted. Voila it works.

Daemon::SchedulerCronTaskManager::Task###MailAccountFetch

Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch --force-pid

I don't understand what you were doing. First you say that "--force-pid" is not a good idea and then you add it in SysConfig regardless? Was that your solution?

[jnelson]

Not quite what I intended to show. I did use the --force-pid but was told by Jens that it wasn't a good idea. Kind of like putting a band aid on a deep cut. It may mask the issue but it doesn't solve it.

[anferny]

I am having the same troubles. I am unsure where to put the "--force=pid" argument. If anyone can help me out it would be greatly appreciated.

[inwiwo]

I am having the same troubles. I am unsure where to put the "--force=pid" argument. If anyone can help me out it would be greatly appreciated.

Go into Admin -> Sysconfig, type "MailAccountFetch" in the search box, click on the result and scroll down to the key in the picture below. There you add it after "Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch"



It didn't work for me, but after removing "--force-pid" the error messages disappeared. So I'm not completely sure what the problem was and how it got solved.

[inwiwo]

I just had this error again. Adding --force-pid didn't help. So I looked at the database with phpmyadmin and I've seen a row with the pid in the table "process_id". After emptying this table everything worked again.