Auto fetch mail failed

[alextem]

Hello,

I have a problem about auto fetch mail ticket. I must fetch the tickets manually.
My otrs system has run about 1 year without problem and regulary updating the patch (5.0.11 now, not the newest).
After i run the ./otrs.Console.pl Maint::Daemon::Summary command, this is what i got :

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Gathering all daemons summary...

  Tasks to be executed in future:
    There are currently no tasks to be executed in future

  Recurrent cron tasks:
     NAME                                     LAST EXECUTION       LAST STATUS  LAST DURATION      NEXT EXECUTION
     CoreCacheCleanup                         2016-11-06 00:20:00  Success      26.0 Second(s)     2016-11-13 00:20:00
     GenerateDashboardStats                   2016-11-11 07:05:00  Success      < 1 Second         2016-11-11 08:05:00
     LoaderCacheDelete                        2016-11-06 00:30:00  Success      < 1 Second         2016-11-13 00:30:00
     MailAccountFetch                         2016-11-07 20:30:00  Fail         12.0 Second(s)     2016-11-11 08:00:00
     OTRSBusinessAvailabilityCheck            2016-11-11 07:35:00  Success      < 1 Second         2016-11-11 07:55:00
     OTRSBusinessEntitlementCheck             2016-11-11 07:45:00  Success      < 1 Second         2016-11-11 08:25:00
     RegistrationUpdateSend                   2016-11-11 07:30:00  Success      < 1 Second         2016-11-11 08:30:00
     SessionDeleteExpired                     2016-11-11 06:55:00  Success      < 1 Second         2016-11-11 08:55:00
     SpoolMailsReprocess                      2016-11-11 00:10:00  Success      < 1 Second         2016-11-12 00:10:00
     SupportDataCollectAsynchronous           2016-11-11 07:01:00  Success      < 1 Second         2016-11-11 08:01:00
     TicketAcceleratorRebuild                 2016-11-11 01:01:00  Success      < 1 Second         2016-11-12 01:01:00
     TicketPendingCheck                       2016-11-11 06:45:00  Success      1.0 Second(s)      2016-11-11 08:45:00
     TicketUnlockTimeout                      2016-11-11 07:35:00  Success      < 1 Second         2016-11-11 08:35:00
     EscalationCheck                          2016-11-11 07:50:00  Success      1.0 Second(s)      2016-11-11 07:55:00

  Recurrent generic agent tasks:
     NAME                                     LAST EXECUTION       LAST STATUS  LAST DURATION      NEXT EXECUTION
     Delete JUNK Tickets                      2016-11-05 00:00:00  Success      < 1 Second         2016-11-12 00:00:00

  Unhandled Worker Tasks:
    There are currently no tasks waiting to be executed

  Handled Worker Tasks:
     NAME                                     TYPE                 NID  PID       DURATION
     MailAccountFetch                         Cron                 001  00062865  3.5 Day(s)

The mail account fetch is failed. Before this happening, i didn't do any change.

This is the error messages i got before the autofetch failed :

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Nov  7 20:20:23 its OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-42[62773]: [Error][Kernel::System::MailAccount::IMAP::_Fetch][Line:142]: IMAPS: Auth for user thisis@thewrongpasswordemail.com/ma
il.wrong.password.com failed!

Nov  7 20:20:24 its OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-42[62773]: [Error][Kernel::System::Daemon::DaemonModules::BaseTaskWorker::_HandleError][Line:51]: There was an error exe
cuting Execute() in Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch: ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-42 Perl: 5.16.3 OS: linux Time: Mon Nov  7
 20:20:23 2016#012#012 Message: IMAPS: Auth for user thisis@thewrongpasswordemail.com/ma
il.wrong.password.com failed!#012#012 Traceback (62773): #012   Module: Kernel::System::MailAccount::IMAP::_Fetch Line: 14
2#012   Module: Kernel::System::MailAccount::IMAP::Fetch Line: 86#012   Module: Kernel::System::MailAccount::MailAccountFetch Line: 440#012   Module: Kernel::System::Console::Command::Maint::PostMa
ster::MailAccountFetch::Run Line: 94#012   Module: (eval) Line: 444#012   Module: Kernel::System::Console::BaseCommand::Execute Line: 438#012   Module: (eval) Line: 147#012   Module: Kernel::System
::Daemon::DaemonModules::SchedulerTaskWorker::Cron::Run Line: 131#012   Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Run Line: 259#012   Module: (eval) Line: 316#012   Module
: main::Start Line: 316#012   Module: ./otrs.Daemon.pl Line: 138

The user of the thisis@thewrongpasswordemail.com never told me that he changed the password from october. I don't know if this is one of the auto fecth problem root cause. Because from october - 7 nov, the otrs system still running without a problem.
I restarted the otrs daemons, restarted the cron job. The problem still there. The mail password is corrected though.

How to fix this auto fetch problem?
Thank you.

[klausneil]

Hi, you can tel me what's you mail server? you can try change the protocol to pop3 and try login? if this not work you try a telnet example telnet ip.server.mail 110 and put your username and password, tell me if this work.

[alextem]

Hi, you can tel me what's you mail server? you can try change the protocol to pop3 and try login? if this not work you try a telnet example telnet ip.server.mail 110 and put your username and password, tell me if this work.

oh i forgot to mention that before. my mail server is zimbra 8 and otrs connect using IMAPS.
manually fetch is working perfectly. Just the autofetch not working at all because the MailAutoFetch cron task is failed.
i'm still digging the logs to find whats wrong...

[Wes]

Having this same problem, I recently generated a new self signed cert for the Zimbra server and since about that time POP3TLS just stopped working through Cron. It works just fine on manual fetch. Did you ever find a solution to this?

[root]

If you get an Handled Worker Tasks like MailAccountFetch running for a long time this is by an not terminated daemon process. You can check this by stopping the daemon and execute

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ps -u otrs

Is there a process id (PID) of an otrs.Daemon.pl you can kill the process, maybe with -9.

Execute the summary again and the Handled Worker Tasks should be gone. Your daemon logs could provide more details.

[sujeeva]

If you get an Handled Worker Tasks like MailAccountFetch running for a long time this is by an not terminated daemon process. You can check this by stopping the daemon and execute

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ps -u otrs

Is there a process id (PID) of an otrs.Daemon.pl you can kill the process, maybe with -9.

Execute the summary again and the Handled Worker Tasks should be gone. Your daemon logs could provide more details.

My problem solved. The issue was one email contained hundreds of incoming emails making the MailAccountFetch job taking too long. I have disabled the problematic email account and now job runs properly in every 3 minutes

[root]

The issue was one email contained hundreds of incoming emails making the MailAccountFetch job taking too long. I have disabled the problematic email account and now job runs properly in every 3 minutes

The issue was definitely not the amount of e-mails in the account, it belongs to network interruption during fetching them.