[SOLVED] PostMaster Mail Accounts broken update to 3.1.1

[netjess]

upgraded from 3.0.6 to 3.1.10 and now system will not fetch mail from Exchange.
I was using IMAP under 3.0.6 and it was working great. No other change except for updating OTRS and ISTM.
I have tried deleting and recreating accounts.
Changing from IMAP to POP3
Resetting password. and verify that account was not locked.
Changed from using hostname of Exchange server to IP of server.
changed user id format from domain\userid to userid@domain

I can login to OWA as the specified account. I am aslo the mail admin for our domain and I have checked that protocols are enabled.
All the error I get is in the /var/log/httpd/error_log as follows:

ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Fri Sep 7 11:23:51 2012

Message: IMAP: Auth for user DOMAIN\helpdesk/192.168.1.245 failed!

Traceback (5360):
Module: Kernel::System::MailAccount::IMAP::_Fetch (v1.12) Line: 127
Module: Kernel::System::MailAccount::IMAP::Fetch (v1.12) Line: 79
Module: Kernel::System::MailAccount::MailAccountFetch (v1.17) Line: 424
Module: Kernel::Modules::AdminMailAccount::Run (v1.28) Line: 69
Module: Kernel::System::Web::InterfaceAgent::Run (v1.64) Line: 868
Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 46
Module: (eval) (v1.90) Line: 204
Module: ModPerl::RegistryCooker::run (v1.90) Line: 204
Module: ModPerl::RegistryCooker::default_handler (v1.90) Line: 170
Module: ModPerl::Registry::handler (v1.99) Line: 31

ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Fri Sep 7 11:28:28 2012

Message: Need User!

Traceback (5357):
Module: Kernel::System::CustomerAuth::LDAP::Auth (v1.38.2.1) Line: 137
Module: Kernel::System::CustomerAuth::Auth (v1.36) Line: 151
Module: Kernel::System::Web::InterfaceCustomer::Run (v1.63) Line: 206
Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_customer_2epl::handler (unknown version) Line: 46
Module: (eval) (v1.44) Line: 204
Module: ModPerl::RegistryCooker::run (v1.44) Line: 204
Module: ModPerl::RegistryCooker::default_handler (v1.44) Line: 170
Module: ModPerl::Registry::handler (v1.99) Line: 31

[DOMAIN@stats otrs]$ sudo tail -n 80 /var/log/httpd/error_log
Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 46
Module: (eval) (v1.90) Line: 204
Module: ModPerl::RegistryCooker::run (v1.90) Line: 204
Module: ModPerl::RegistryCooker::default_handler (v1.90) Line: 170
Module: ModPerl::Registry::handler (v1.99) Line: 31

ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Fri Sep 7 11:11:28 2012

Message: POP3: Can't connect to exchange.DOMAIN.dom

Traceback (5362):
Module: Kernel::System::MailAccount::POP3::Fetch (v1.9) Line: 128
Module: Kernel::System::MailAccount::MailAccountFetch (v1.17) Line: 424
Module: Kernel::Modules::AdminMailAccount::Run (v1.28) Line: 69
Module: Kernel::System::Web::InterfaceAgent::Run (v1.64) Line: 868
Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 46
Module: (eval) (v1.90) Line: 204
Module: ModPerl::RegistryCooker::run (v1.90) Line: 204
Module: ModPerl::RegistryCooker::default_handler (v1.90) Line: 170
Module: ModPerl::Registry::handler (v1.99) Line: 31

ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Fri Sep 7 11:13:28 2012

Message: Need User!

Traceback (5357):
Module: Kernel::System::CustomerAuth::LDAP::Auth (v1.38.2.1) Line: 137
Module: Kernel::System::CustomerAuth::Auth (v1.36) Line: 151
Module: Kernel::System::Web::InterfaceCustomer::Run (v1.63) Line: 206
Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_customer_2epl::handler (unknown version) Line: 46
Module: (eval) (v1.44) Line: 204
Module: ModPerl::RegistryCooker::run (v1.44) Line: 204
Module: ModPerl::RegistryCooker::default_handler (v1.44) Line: 170
Module: ModPerl::Registry::handler (v1.99) Line: 31

ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Fri Sep 7 11:23:01 2012

Message: POP3: Can't connect to 192.168.1.245

Traceback (5360):
Module: Kernel::System::MailAccount::POP3::Fetch (v1.9) Line: 128
Module: Kernel::System::MailAccount::MailAccountFetch (v1.17) Line: 424
Module: Kernel::Modules::AdminMailAccount::Run (v1.28) Line: 69
Module: Kernel::System::Web::InterfaceAgent::Run (v1.64) Line: 868
Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 46
Module: (eval) (v1.90) Line: 204
Module: ModPerl::RegistryCooker::run (v1.90) Line: 204
Module: ModPerl::RegistryCooker::default_handler (v1.90) Line: 170
Module: ModPerl::Registry::handler (v1.99) Line: 31

ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Fri Sep 7 11:23:51 2012

Message: IMAP: Auth for user DOMAIN\helpdesk/192.168.1.245 failed!

Traceback (5360):
Module: Kernel::System::MailAccount::IMAP::_Fetch (v1.12) Line: 127
Module: Kernel::System::MailAccount::IMAP::Fetch (v1.12) Line: 79
Module: Kernel::System::MailAccount::MailAccountFetch (v1.17) Line: 424
Module: Kernel::Modules::AdminMailAccount::Run (v1.28) Line: 69
Module: Kernel::System::Web::InterfaceAgent::Run (v1.64) Line: 868
Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 46
Module: (eval) (v1.90) Line: 204
Module: ModPerl::RegistryCooker::run (v1.90) Line: 204
Module: ModPerl::RegistryCooker::default_handler (v1.90) Line: 170
Module: ModPerl::Registry::handler (v1.99) Line: 31

ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Fri Sep 7 11:28:28 2012

Message: Need User!

Traceback (5357):
Module: Kernel::System::CustomerAuth::LDAP::Auth (v1.38.2.1) Line: 137
Module: Kernel::System::CustomerAuth::Auth (v1.36) Line: 151
Module: Kernel::System::Web::InterfaceCustomer::Run (v1.63) Line: 206
Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_customer_2epl::handler (unknown version) Line: 46
Module: (eval) (v1.44) Line: 204
Module: ModPerl::RegistryCooker::run (v1.44) Line: 204
Module: ModPerl::RegistryCooker::default_handler (v1.44) Line: 170
Module: ModPerl::Registry::handler (v1.99) Line: 31

Thanks,

[netjess]

Also of note, there is no firewall between these servers they are both on local LAN.

[crythias]

Message: IMAP: Auth for user DOMAIN\helpdesk/192.168.1.245 failed!
Message: POP3: Can't connect to exchange.DOMAIN.dom
Message: POP3: Can't connect to 192.168.1.245
Message: IMAP: Auth for user DOMAIN\helpdesk/192.168.1.245 failed!

[netjess]

@ crythias, while appreciate your effort to help, I see those errors. What I cannot determine is what is causing them. The setup was working prior to the update. the account and password are valid so it must be more than what the obvious statment that the auth failed.
Any idea on why the auth would fail?
As I stated, I can use the same user id and password to log into OWA (webmail) and I have verified that the IMAP and POP3 services are enabled on the exchange server.

[crythias]

Any idea on why the auth would fail?

Yes, bad username or password.

I can use the same user id and password to log into OWA

you actually need to type domain\helpdesk/192.168.1.245 and that works?

[crythias]

I have verified that the IMAP and POP3 services are enabled on the exchange server.

yes, but this doesn't prove that the OTRS server has access to these services. This isn't necessarily an OTRS problem. This is a problem where the server running OTRS doesn't have access to the ports or the exchange server.

If you can telnet to 192.168.1.245 port 110 from the otrs server, then it's a problem with the port configured with POP3 for OTRS.
If you can telnet to 192.168.1.245 port 143 from the otrs server, then it's a problem with the port configured with IMAP for OTRS.

If your exchange server listens to custom ports for POP3 or IMAP, problem.
If your exchange server blocks your OTRS server, problem.

[netjess]

The format of reaching it is different but it is the same account. If I open the login page to OWA https://mail.donam.com/owa and enter the user id domain\helpdesk and the password it logs in and I can see email.

I am network admin here, it is a small company. I have reset the password and updated OTRS with the new password. Still fails. I have made sure the account is set to never expire.
I have also searched the logs on the Exchange server and there are no failed atempts from the userid.

And again, it was working prioir to the upgrade from 3.0.6 to 3.1.10.
Do you know if there were any changes to the code that handles the PostMaster accounts?
Do you know any other logs I should be checking.

Does the error "Need User!" have anything to do with it?

[netjess]

From my OTRS server

telnet 192.168.1.245 143
Trying 192.168.1.245...
Connected to exchange (192.168.1.245).
Escape character is '^]'.
* OK The Microsoft Exchange IMAP4 service is ready.

[netjess]

OK, I did discover something.
Response from Exchange when I attempted a login via telnet gave me an error.
telnet 192.168.1.245 143
Trying 192.168.1.245...
Connected to 192.168.1.245.
Escape character is '^]'.
* OK The Microsoft Exchange IMAP4 service is ready.
? LOGIN helpdesk password
? BAD Command received in Invalid state.
* BYE Connection is closed. 13
Connection closed by foreign host.

It appears that I have to use IMAPS not plain IMAP. When it was originally failing it was set to IMAPS. when I tried recreating the accounts and trying POP3 and IMAP to correct it it would not work and after testing the telnet connection I went back and switched it back to IMAPS and it worked.

So I guess it really just needed to have the account deleted, recreated and set back to IMAPS.

Thank you for the idea of testing via telnet.