Emails that could not be processed:

Technical assistance
1

Infos:

  • Used Zammad version: 6.3.1-1722948970.e504ff79.jammy
  • Used Zammad installation type: package
  • Operating system: Ubuntu 22.04.4 LTS
  • Browser + version: n/a

Expected behavior:

  • Process email normally

Actual behavior:

  • Reports “emails that could not be processed”

Steps to reproduce the behavior:

  • Just happens, don’t know why.

Sometimes the monitoring page reports “emails that could not be processed”

I follow the steps on Other Useful Commands — Zammad System Documentation documentation

But I can’t see what’s wrong with the email, if I re-import them (without editting), it just works.

Is there a way to reprocesse the email with export/importing them?

In what log file should I watch for clues why this is going wrong?

2

The first question is answered, I need to run zammad run rake zammad:email_parser:failed_email:reprocess_all

But still can’t find why it fails and on retry it is correctly processed.

3

production.log might tell you some secrets :smiley:

1 Like
4

how should I interpret this?

E, [2024-08-09T00:25:44.657840#1886307-10761020] ERROR -- : Can't process email. Run the following command to get the message for issue report at https://github.com/zammad/zammad/issues:
  zammad run rails r "puts FailedEmail.find(34).data"
E, [2024-08-09T00:25:44.657981#1886307-10761020] ERROR -- : execution expired (Timeout::Error)
app/models/channel/email_parser.rb:141:in `process_with_timeout'
app/models/channel/email_parser.rb:121:in `process'
app/models/channel/driver/imap.rb:323:in `block in fetch'
app/models/channel/driver/imap.rb:259:in `each'
app/models/channel/driver/imap.rb:259:in `fetch'
app/models/channel.rb:62:in `fetch'
app/models/channel.rb:36:in `fetch'
(eval):1:in `eval_job_method'
lib/background_services/service/process_scheduled_jobs/job_executor.rb:48:in `eval'
lib/background_services/service/process_scheduled_jobs/job_executor.rb:48:in `eval_job_method'
lib/background_services/service/process_scheduled_jobs/job_executor.rb:23:in `execute'
lib/background_services/service/process_scheduled_jobs/job_executor/continuous.rb:16:in `block in run_loop'
lib/background_services/service/process_scheduled_jobs/job_executor/continuous.rb:15:in `times'
lib/background_services/service/process_scheduled_jobs/job_executor/continuous.rb:15:in `run_loop'
lib/background_services/service/process_scheduled_jobs/job_executor/continuous.rb:8:in `run'
lib/background_services/service/process_scheduled_jobs/job_executor.rb:10:in `run'
lib/background_services/service/process_scheduled_jobs/manager.rb:84:in `block in start_in_thread'
lib/application_handle_info.rb:19:in `use'
lib/background_services/service/process_scheduled_jobs/manager.rb:82:in `start_in_thread'
lib/background_services/service/process_scheduled_jobs/manager.rb:73:in `block (2 levels) in start'
lib/background_services/service/process_scheduled_jobs/manager.rb:72:in `block in start'
I, [2024-08-09T00:25:45.133138#1886307-10761020]  INFO -- : ended Channel.fetch took: 182.156294001 seconds.

Is this is a timeout during the fetch of the email via imap?

5

Did you execute this?

6

No I ran “zammad run rake zammad:email_parser:failed_email:reprocess_all”
Ans alle failed mail is now processed.

I happens quite often, so will run that command next time for more clue’s (I actually overlooked that in the logs).

7

I got also a lot of “The Simple Storage Service is not available.” errors.

I think this is related to the unprocessable email.

Yesterday I migrated the files from S3 to file and back to S3. But this time AWS instead of a third-party compatible S3 service.