Sending mails via SMTP not possible

Technical assistance
1

(Detailed info is attached below)

Hi there,
we recently switched to Zammad from OSTicket due to OSTicket not being able to handle our ticket volume anymore.
At first everything worked perfectly fine, but after a while I was simply not able to send emails using SMTP anymore.
Looking up the problems we found some possible solutions like:

  • Resetting the elastic search index (Didn’t work at all)
  • Downgrading to 3.0.x from 3.1.x (Didn’t work)

Interestingly, occasionally I AM indeed able to send mails, although it is only 2 or 3 mails before it goes back to not working. I feel this is an important information as it rules out setup errors for the SMTP server.
Regarding the SMTP server I looked up possible connection attempts in the incoming logs of the SMTP server and found none for the cases where it did not work, while for the cases it did work the logs showed no irregularities. This means Zammad is not even connecting to the SMTP server.

The message I am getting is “Can’t use Channel::Driver::Smtp: #<Net::OpenTimeout: execution expired>” and I get this when setting up the SMTP server in the E-Mail settings or when trying to reply to a ticket via E-Mail.

We are a bit out of options right now and would appreciate help!

Edit: I forgot to add that fetching tickets via IMAP works flawlessly.

Infos:

  • Used Zammad version: 3.0.x
  • Used Zammad installation source: (source, package, …): docker
  • Operating system: Running on Amazon EC2 instance
  • Browser + version: any

Expected behavior:

  • Mails should be sent via SMTP.

Actual behavior:

  • Error message “Can’t use Channel::Driver::Smtp: #<Net::OpenTimeout: execution expired>”

Steps to reproduce the behavior:

  • Not found yet, in rare cases it works, but 95% of all mails are not sent out.
2

Is the SMTP-Host the same machine like your IMAP-Host?
Can you ping the affected mail server from inside the rails-container?

Sounds like you’re having connectivity issue.
If it is, we can’t help you, because it might be docker related. :frowning:

3

Hi, thanks for your reply.
Yes, the SMTP Host is the same machine as the IMAP Host.
I can ping the affected mail server from inside the rails-container.

So it does not seem to be a connectivity issue. As I said, IMAP works perfectly fine.

4

Adding to this:
We did the first ping test and immediately afterwards sending out mails worked. We thought maybe we were blocked by something so immediately afterwards it stopped working, but Ping still worked.

So definitely not a connectivity issue.

5

Does this issue persist upon restarting the container?
Could you please provide your production log?

6

Yes it does persist.

Here’s the relevant part of the logfile, I can’t really get any more information from that than I had before.

>     I, [2019-09-04T12:47:35.150681 #1-47212809184900]  INFO -- : Send notification to: testuser@gmail.com (from:Notification Master <test@herosphere.gg>/subject:Zurücksetzen Ihres herosphere.gg Support Passworts
> )
> I, [2019-09-04T12:47:54.176763 #1-47212809184220]  INFO -- : Started GET "/" for ::ffff:172.18.0.10 at 2019-09-04 12:47:54 +0000
> I, [2019-09-04T12:47:54.184412 #1-47212809184220]  INFO -- : Processing by InitController#index as HTML
> I, [2019-09-04T12:47:54.189782 #1-47212809184220]  INFO -- :   Rendering init/index.html.erb within layouts/application
> I, [2019-09-04T12:47:54.189985 #1-47212809184220]  INFO -- :   Rendered init/index.html.erb within layouts/application (0.1ms)
> I, [2019-09-04T12:47:54.192718 #1-47212809184220]  INFO -- : Completed 200 OK in 8ms (Views: 1.6ms | ActiveRecord: 2.3ms)
> I, [2019-09-04T12:47:56.492254 #1-47212809183700]  INFO -- : Started GET "/" for ::ffff:172.18.0.10 at 2019-09-04 12:47:56 +0000
> I, [2019-09-04T12:47:56.496682 #1-47212809183700]  INFO -- : Processing by InitController#index as HTML
> I, [2019-09-04T12:47:56.502492 #1-47212809183700]  INFO -- :   Rendering init/index.html.erb within layouts/application
> I, [2019-09-04T12:47:56.502687 #1-47212809183700]  INFO -- :   Rendered init/index.html.erb within layouts/application (0.1ms)
> I, [2019-09-04T12:47:56.505571 #1-47212809183700]  INFO -- : Completed 200 OK in 9ms (Views: 1.6ms | ActiveRecord: 2.3ms)
> I, [2019-09-04T12:47:58.711217 #1-47212809184180]  INFO -- : Started GET "/" for ::ffff:172.18.0.10 at 2019-09-04 12:47:58 +0000
> I, [2019-09-04T12:47:58.714749 #1-47212809184180]  INFO -- : Processing by InitController#index as HTML
> I, [2019-09-04T12:47:58.720752 #1-47212809184180]  INFO -- :   Rendering init/index.html.erb within layouts/application
> I, [2019-09-04T12:47:58.721047 #1-47212809184180]  INFO -- :   Rendered init/index.html.erb within layouts/application (0.1ms)
> I, [2019-09-04T12:47:58.723787 #1-47212809184180]  INFO -- : Completed 200 OK in 9ms (Views: 1.6ms | ActiveRecord: 2.5ms)
> E, [2019-09-04T12:48:05.157428 #1-47212809184900] ERROR -- : Can't use Channel::Driver::Smtp: #<Net::OpenTimeout: execution expired>
> E, [2019-09-04T12:48:05.157543 #1-47212809184900] ERROR -- : execution expired (Net::OpenTimeout)
> /usr/local/lib/ruby/2.4.0/net/smtp.rb:539:in `initialize'
> /usr/local/lib/ruby/2.4.0/net/smtp.rb:539:in `open'
> /usr/local/lib/ruby/2.4.0/net/smtp.rb:539:in `tcp_socket'
> /opt/zammad/lib/core_ext/net/smtp.rb:11:in `block in do_start'
> /usr/local/lib/ruby/2.4.0/timeout.rb:103:in `timeout'
> /opt/zammad/lib/core_ext/net/smtp.rb:10:in `do_start'
> /usr/local/lib/ruby/2.4.0/net/smtp.rb:518:in `start'
> /usr/local/bundle/bundler/gems/mail-9265cf75bbe3/lib/mail/network/delivery_methods/smtp.rb:109:in `start_smtp_session'
> /usr/local/bundle/bundler/gems/mail-9265cf75bbe3/lib/mail/network/delivery_methods/smtp.rb:100:in `deliver!'
> /usr/local/bundle/bundler/gems/mail-9265cf75bbe3/lib/mail/message.rb:2159:in `do_delivery'
> /usr/local/bundle/bundler/gems/mail-9265cf75bbe3/lib/mail/message.rb:262:in `deliver'
> /opt/zammad/app/models/channel/driver/smtp.rb:85:in `send'
> /opt/zammad/app/models/channel.rb:257:in `deliver'
> /opt/zammad/lib/notification_factory/mailer.rb:136:in `send'
> /opt/zammad/lib/notification_factory/mailer.rb:189:in `notification'
> /opt/zammad/app/controllers/users_controller.rb:602:in `password_reset_send'
> /usr/local/bundle/gems/actionpack-5.1.7/lib/action_controller/metal/basic_implicit_render.rb:4:in `send_action'
> /usr/local/bundle/gems/actionpack-5.1.7/lib/abstract_controller/base.rb:186:in `process_action'
> /usr/local/bundle/gems/actionpack-5.1.7/lib/action_controller/metal/rendering.rb:30:in `process_action'
> /usr/local/bundle/gems/actionpack-5.1.7/lib/abstract_controller/callbacks.rb:20:in `block in process_action'
> /usr/local/bundle/gems/activesupport-5.1.7/lib/active_support/callbacks.rb:131:in `run_callbacks'
> /usr/local/bundle/gems/actionpack-5.1.7/lib/abstract_controller/callbacks.rb:19:in `process_action'
> /usr/local/bundle/gems/actionpack-5.1.7/lib/action_controller/metal/rescue.rb:20:in `process_action'
> /usr/local/bundle/gems/actionpack-5.1.7/lib/action_controller/metal/instrumentation.rb:32:in `block in process_action'
> /usr/local/bundle/gems/activesupport-5.1.7/lib/active_support/notifications.rb:166:in `block in instrument'
> /usr/local/bundle/gems/activesupport-5.1.7/lib/active_support/notifications/instrumenter.rb:21:in `instrument'
> /usr/local/bundle/gems/activesupport-5.1.7/lib/active_support/notifications.rb:166:in `instrument'
> /usr/local/bundle/gems/actionpack-5.1.7/lib/action_controller/metal/instrumentation.rb:30:in `process_action'
> /usr/local/bundle/gems/actionpack-5.1.7/lib/action_controller/metal/params_wrapper.rb:252:in `process_action'
> /usr/local/bundle/gems/activerecord-5.1.7/lib/active_record/railties/controller_runtime.rb:22:in `process_action'
> /usr/local/bundle/gems/actionpack-5.1.7/lib/abstract_controller/base.rb:124:in `process'
> /usr/local/bundle/gems/actionview-5.1.7/lib/action_view/rendering.rb:30:in `process'
> /usr/local/bundle/gems/actionpack-5.1.7/lib/action_controller/metal.rb:189:in `dispatch'
> /usr/local/bundle/gems/actionpack-5.1.7/lib/action_controller/metal.rb:253:in `dispatch'
> /usr/local/bundle/gems/actionpack-5.1.7/lib/action_dispatch/routing/route_set.rb:49:in `dispatch'
> /usr/local/bundle/gems/actionpack-5.1.7/lib/action_dispatch/routing/route_set.rb:31:in `serve'
> /usr/local/bundle/gems/actionpack-5.1.7/lib/action_dispatch/journey/router.rb:50:in `block in serve'
> /usr/local/bundle/gems/actionpack-5.1.7/lib/action_dispatch/journey/router.rb:33:in `each'
> /usr/local/bundle/gems/actionpack-5.1.7/lib/action_dispatch/journey/router.rb:33:in `serve'
> /usr/local/bundle/gems/actionpack-5.1.7/lib/action_dispatch/routing/route_set.rb:844:in `call'
> /usr/local/bundle/gems/omniauth-1.9.0/lib/omniauth/strategy.rb:192:in `call!'
> /usr/local/bundle/gems/omniauth-1.9.0/lib/omniauth/strategy.rb:169:in `call'
> /usr/local/bundle/gems/omniauth-1.9.0/lib/omniauth/strategy.rb:192:in `call!'
> /usr/local/bundle/gems/omniauth-1.9.0/lib/omniauth/strategy.rb:169:in `call'
> /usr/local/bundle/gems/omniauth-1.9.0/lib/omniauth/strategy.rb:192:in `call!'
> /usr/local/bundle/gems/omniauth-1.9.0/lib/omniauth/strategy.rb:169:in `call'
> /usr/local/bundle/gems/omniauth-1.9.0/lib/omniauth/strategy.rb:192:in `call!'
> /usr/local/bundle/gems/omniauth-1.9.0/lib/omniauth/strategy.rb:169:in `call'
> /usr/local/bundle/gems/omniauth-1.9.0/lib/omniauth/strategy.rb:192:in `call!'
> /usr/local/bundle/gems/omniauth-1.9.0/lib/omniauth/strategy.rb:169:in `call'
> /usr/local/bundle/gems/omniauth-1.9.0/lib/omniauth/strategy.rb:192:in `call!'
> /usr/local/bundle/gems/omniauth-1.9.0/lib/omniauth/strategy.rb:169:in `call'
> /usr/local/bundle/gems/omniauth-1.9.0/lib/omniauth/strategy.rb:192:in `call!'
> /usr/local/bundle/gems/omniauth-1.9.0/lib/omniauth/strategy.rb:169:in `call'
> /usr/local/bundle/gems/omniauth-1.9.0/lib/omniauth/strategy.rb:192:in `call!'
> /usr/local/bundle/gems/omniauth-1.9.0/lib/omniauth/strategy.rb:169:in `call'
> /usr/local/bundle/gems/omniauth-1.9.0/lib/omniauth/strategy.rb:192:in `call!'
> /usr/local/bundle/gems/omniauth-1.9.0/lib/omniauth/strategy.rb:169:in `call'
> /usr/local/bundle/gems/omniauth-1.9.0/lib/omniauth/builder.rb:64:in `call'
> /usr/local/bundle/gems/rack-2.0.7/lib/rack/etag.rb:25:in `call'
> /usr/local/bundle/gems/rack-2.0.7/lib/rack/conditional_get.rb:38:in `call'
> /usr/local/bundle/gems/rack-2.0.7/lib/rack/head.rb:12:in `call'
> /usr/local/bundle/gems/rack-2.0.7/lib/rack/session/abstract/id.rb:232:in `context'
> /usr/local/bundle/gems/rack-2.0.7/lib/rack/session/abstract/id.rb:226:in `call'
> /usr/local/bundle/gems/actionpack-5.1.7/lib/action_dispatch/middleware/cookies.rb:613:in `call'
> /usr/local/bundle/gems/actionpack-5.1.7/lib/action_dispatch/middleware/callbacks.rb:26:in `block in call'
> /usr/local/bundle/gems/activesupport-5.1.7/lib/active_support/callbacks.rb:97:in `run_callbacks'
> /usr/local/bundle/gems/actionpack-5.1.7/lib/action_dispatch/middleware/callbacks.rb:24:in `call'
> /usr/local/bundle/gems/actionpack-5.1.7/lib/action_dispatch/middleware/debug_exceptions.rb:59:in `call'
> /usr/local/bundle/gems/actionpack-5.1.7/lib/action_dispatch/middleware/show_exceptions.rb:31:in `call'
> /usr/local/bundle/gems/railties-5.1.7/lib/rails/rack/logger.rb:36:in `call_app'
> /usr/local/bundle/gems/railties-5.1.7/lib/rails/rack/logger.rb:26:in `call'
> /usr/local/bundle/gems/actionpack-5.1.7/lib/action_dispatch/middleware/remote_ip.rb:79:in `call'
> /usr/local/bundle/gems/actionpack-5.1.7/lib/action_dispatch/middleware/request_id.rb:25:in `call'
> /usr/local/bundle/gems/rack-2.0.7/lib/rack/method_override.rb:22:in `call'
> /usr/local/bundle/gems/rack-2.0.7/lib/rack/runtime.rb:22:in `call'
> /usr/local/bundle/gems/activesupport-5.1.7/lib/active_support/cache/strategy/local_cache_middleware.rb:27:in `call'
> /usr/local/bundle/gems/actionpack-5.1.7/lib/action_dispatch/middleware/executor.rb:12:in `call'
> /usr/local/bundle/gems/rack-2.0.7/lib/rack/sendfile.rb:111:in `call'
> /usr/local/bundle/gems/railties-5.1.7/lib/rails/engine.rb:522:in `call'
> /usr/local/bundle/gems/puma-3.12.1/lib/puma/configuration.rb:227:in `call'
> /usr/local/bundle/gems/puma-3.12.1/lib/puma/server.rb:660:in `handle_request'
> /usr/local/bundle/gems/puma-3.12.1/lib/puma/server.rb:474:in `process_client'
> /usr/local/bundle/gems/puma-3.12.1/lib/puma/server.rb:334:in `block in run'
> /usr/local/bundle/gems/puma-3.12.1/lib/puma/thread_pool.rb:135:in `block in spawn_thread'
> /usr/local/bundle/gems/logging-2.2.2/lib/logging/diagnostic_context.rb:474:in `block in create_with_logging_context'
> E, [2019-09-04T12:48:05.167419 #1-47212809184900] ERROR -- : Can't use Channel::Driver::Smtp: #<Net::OpenTimeout: execution expired> (RuntimeError)
> /opt/zammad/app/models/channel.rb:268:in `rescue in deliver'
> /opt/zammad/app/models/channel.rb:254:in `deliver'
> /opt/zammad/lib/notification_factory/mailer.rb:136:in `send'
> /opt/zammad/lib/notification_factory/mailer.rb:189:in `notification'
> /opt/zammad/app/controllers/users_controller.rb:602:in `password_reset_send'
> /usr/local/bundle/gems/actionpack-5.1.7/lib/action_controller/metal/basic_implicit_render.rb:4:in `send_action'
> /usr/local/bundle/gems/actionpack-5.1.7/lib/abstract_controller/base.rb:186:in `process_action'
> /usr/local/bundle/gems/actionpack-5.1.7/lib/action_controller/metal/rendering.rb:30:in `process_action'
> /usr/local/bundle/gems/actionpack-5.1.7/lib/abstract_controller/callbacks.rb:20:in `block in process_action'
> /usr/local/bundle/gems/activesupport-5.1.7/lib/active_support/callbacks.rb:131:in `run_callbacks'
> /usr/local/bundle/gems/actionpack-5.1.7/lib/abstract_controller/callbacks.rb:19:in `process_action'
> /usr/local/bundle/gems/actionpack-5.1.7/lib/action_controller/metal/rescue.rb:20:in `process_action'
> /usr/local/bundle/gems/actionpack-5.1.7/lib/action_controller/metal/instrumentation.rb:32:in `block in process_action'
> /usr/local/bundle/gems/activesupport-5.1.7/lib/active_support/notifications.rb:166:in `block in instrument'
> /usr/local/bundle/gems/activesupport-5.1.7/lib/active_support/notifications/instrumenter.rb:21:in `instrument'
> /usr/local/bundle/gems/activesupport-5.1.7/lib/active_support/notifications.rb:166:in `instrument'
> /usr/local/bundle/gems/actionpack-5.1.7/lib/action_controller/metal/instrumentation.rb:30:in `process_action'
> /usr/local/bundle/gems/actionpack-5.1.7/lib/action_controller/metal/params_wrapper.rb:252:in `process_action'
> /usr/local/bundle/gems/activerecord-5.1.7/lib/active_record/railties/controller_runtime.rb:22:in `process_action'
> /usr/local/bundle/gems/actionpack-5.1.7/lib/abstract_controller/base.rb:124:in `process'
> /usr/local/bundle/gems/actionview-5.1.7/lib/action_view/rendering.rb:30:in `process'
> /usr/local/bundle/gems/actionpack-5.1.7/lib/action_controller/metal.rb:189:in `dispatch'
> /usr/local/bundle/gems/actionpack-5.1.7/lib/action_controller/metal.rb:253:in `dispatch'
> /usr/local/bundle/gems/actionpack-5.1.7/lib/action_dispatch/routing/route_set.rb:49:in `dispatch'
> /usr/local/bundle/gems/actionpack-5.1.7/lib/action_dispatch/routing/route_set.rb:31:in `serve'
> /usr/local/bundle/gems/actionpack-5.1.7/lib/action_dispatch/journey/router.rb:50:in `block in serve'
> /usr/local/bundle/gems/actionpack-5.1.7/lib/action_dispatch/journey/router.rb:33:in `each'
> /usr/local/bundle/gems/actionpack-5.1.7/lib/action_dispatch/journey/router.rb:33:in `serve'
> /usr/local/bundle/gems/actionpack-5.1.7/lib/action_dispatch/routing/route_set.rb:844:in `call'
> /usr/local/bundle/gems/omniauth-1.9.0/lib/omniauth/strategy.rb:192:in `call!'
> /usr/local/bundle/gems/omniauth-1.9.0/lib/omniauth/strategy.rb:169:in `call'
> /usr/local/bundle/gems/omniauth-1.9.0/lib/omniauth/strategy.rb:192:in `call!'
> /usr/local/bundle/gems/omniauth-1.9.0/lib/omniauth/strategy.rb:169:in `call'
> /usr/local/bundle/gems/omniauth-1.9.0/lib/omniauth/strategy.rb:192:in `call!'
> /usr/local/bundle/gems/omniauth-1.9.0/lib/omniauth/strategy.rb:169:in `call'
> /usr/local/bundle/gems/omniauth-1.9.0/lib/omniauth/strategy.rb:192:in `call!'
> /usr/local/bundle/gems/omniauth-1.9.0/lib/omniauth/strategy.rb:169:in `call'
> /usr/local/bundle/gems/omniauth-1.9.0/lib/omniauth/strategy.rb:192:in `call!'
> /usr/local/bundle/gems/omniauth-1.9.0/lib/omniauth/strategy.rb:169:in `call'
> /usr/local/bundle/gems/omniauth-1.9.0/lib/omniauth/strategy.rb:192:in `call!'
> /usr/local/bundle/gems/omniauth-1.9.0/lib/omniauth/strategy.rb:169:in `call'
> /usr/local/bundle/gems/omniauth-1.9.0/lib/omniauth/strategy.rb:192:in `call!'
> /usr/local/bundle/gems/omniauth-1.9.0/lib/omniauth/strategy.rb:169:in `call'
> /usr/local/bundle/gems/omniauth-1.9.0/lib/omniauth/strategy.rb:192:in `call!'
> /usr/local/bundle/gems/omniauth-1.9.0/lib/omniauth/strategy.rb:169:in `call'
> /usr/local/bundle/gems/omniauth-1.9.0/lib/omniauth/strategy.rb:192:in `call!'
> /usr/local/bundle/gems/omniauth-1.9.0/lib/omniauth/strategy.rb:169:in `call'
> /usr/local/bundle/gems/omniauth-1.9.0/lib/omniauth/builder.rb:64:in `call'
> /usr/local/bundle/gems/rack-2.0.7/lib/rack/etag.rb:25:in `call'
> /usr/local/bundle/gems/rack-2.0.7/lib/rack/conditional_get.rb:38:in `call'
> /usr/local/bundle/gems/rack-2.0.7/lib/rack/head.rb:12:in `call'
> /usr/local/bundle/gems/rack-2.0.7/lib/rack/session/abstract/id.rb:232:in `context'
> /usr/local/bundle/gems/rack-2.0.7/lib/rack/session/abstract/id.rb:226:in `call'
> /usr/local/bundle/gems/actionpack-5.1.7/lib/action_dispatch/middleware/cookies.rb:613:in `call'
> /usr/local/bundle/gems/actionpack-5.1.7/lib/action_dispatch/middleware/callbacks.rb:26:in `block in call'
> /usr/local/bundle/gems/activesupport-5.1.7/lib/active_support/callbacks.rb:97:in `run_callbacks'
> /usr/local/bundle/gems/actionpack-5.1.7/lib/action_dispatch/middleware/callbacks.rb:24:in `call'
> /usr/local/bundle/gems/actionpack-5.1.7/lib/action_dispatch/middleware/debug_exceptions.rb:59:in `call'
> /usr/local/bundle/gems/actionpack-5.1.7/lib/action_dispatch/middleware/show_exceptions.rb:31:in `call'
> /usr/local/bundle/gems/railties-5.1.7/lib/rails/rack/logger.rb:36:in `call_app'
> /usr/local/bundle/gems/railties-5.1.7/lib/rails/rack/logger.rb:26:in `call'
> /usr/local/bundle/gems/actionpack-5.1.7/lib/action_dispatch/middleware/remote_ip.rb:79:in `call'
> /usr/local/bundle/gems/actionpack-5.1.7/lib/action_dispatch/middleware/request_id.rb:25:in `call'
> /usr/local/bundle/gems/rack-2.0.7/lib/rack/method_override.rb:22:in `call'
> /usr/local/bundle/gems/rack-2.0.7/lib/rack/runtime.rb:22:in `call'
> /usr/local/bundle/gems/activesupport-5.1.7/lib/active_support/cache/strategy/local_cache_middleware.rb:27:in `call'
> /usr/local/bundle/gems/actionpack-5.1.7/lib/action_dispatch/middleware/executor.rb:12:in `call'
> /usr/local/bundle/gems/rack-2.0.7/lib/rack/sendfile.rb:111:in `call'
> /usr/local/bundle/gems/railties-5.1.7/lib/rails/engine.rb:522:in `call'
> /usr/local/bundle/gems/puma-3.12.1/lib/puma/configuration.rb:227:in `call'
> /usr/local/bundle/gems/puma-3.12.1/lib/puma/server.rb:660:in `handle_request'
> /usr/local/bundle/gems/puma-3.12.1/lib/puma/server.rb:474:in `process_client'
> /usr/local/bundle/gems/puma-3.12.1/lib/puma/server.rb:334:in `block in run'
> /usr/local/bundle/gems/puma-3.12.1/lib/puma/thread_pool.rb:135:in `block in spawn_thread'
> /usr/local/bundle/gems/logging-2.2.2/lib/logging/diagnostic_context.rb:474:in `block in create_with_logging_context'
> I, [2019-09-04T12:48:05.169274 #1-47212809184900]  INFO -- : Completed 500 Internal Server Error in 30035ms (Views: 0.3ms | ActiveRecord: 6.5ms)
> I, [2019-09-04T12:48:24.184805 #1-47212809182980]  INFO -- : Started GET "/" for ::ffff:172.18.0.10 at 2019-09-04 12:48:24 +0000
> I, [2019-09-04T12:48:24.192331 #1-47212809182980]  INFO -- : Processing by InitController#index as HTML
> I, [2019-09-04T12:48:24.198706 #1-47212809182980]  INFO -- :   Rendering init/index.html.erb within layouts/application
> I, [2019-09-04T12:48:24.198990 #1-47212809182980]  INFO -- :   Rendered init/index.html.erb within layouts/application (0.1ms)
> I, [2019-09-04T12:48:24.201967 #1-47212809182980]  INFO -- : Completed 200 OK in 9ms (Views: 2.0ms | ActiveRecord: 3.5ms)
> I, [2019-09-04T12:48:26.518367 #1-47212809184220]  INFO -- : Started GET "/" for ::ffff:172.18.0.10 at 2019-09-04 12:48:26 +0000
> I, [2019-09-04T12:48:26.522144 #1-47212809184220]  INFO -- : Processing by InitController#index as HTML
> I, [2019-09-04T12:48:26.527680 #1-47212809184220]  INFO -- :   Rendering init/index.html.erb within layouts/application
> I, [2019-09-04T12:48:26.527934 #1-47212809184220]  INFO -- :   Rendered init/index.html.erb within layouts/application (0.1ms)
> I, [2019-09-04T12:48:26.530743 #1-47212809184220]  INFO -- : Completed 200 OK in 8ms (Views: 1.6ms | ActiveRecord: 2.5ms)
> I, [2019-09-04T12:48:28.211324 #1-47212809183700]  INFO -- : Started GET "/api/v1/tickets/94?all=true&_=1567581823480" for ::ffff:172.18.0.10 at 2019-09-04 12:48:28 +0000
> I, [2019-09-04T12:48:28.212155 #1-47212809182980]  INFO -- : Started GET "/api/v1/tickets/50?all=true&_=1567581823482" for ::ffff:172.18.0.10 at 2019-09-04 12:48:28 +0000
> I, [2019-09-04T12:48:28.212425 #1-47212809184180]  INFO -- : Started GET "/api/v1/cti/log?_=1567581823481" for ::ffff:172.18.0.10 at 2019-09-04 12:48:28 +0000
> I, [2019-09-04T12:48:28.213219 #1-47212809184900]  INFO -- : Started GET "/api/v1/tickets/89?all=true&_=1567581823483" for ::ffff:172.18.0.10 at 2019-09-04 12:48:28 +0000
> I, [2019-09-04T12:48:28.227585 #1-47212809183700]  INFO -- : Processing by TicketsController#show as JSON
> I, [2019-09-04T12:48:28.233974 #1-47212809183700]  INFO -- :   Parameters: {"all"=>"true", "_"=>"1567581823480", "id"=>"94"}
> I, [2019-09-04T12:48:28.233825 #1-47212809182980]  INFO -- : Processing by TicketsController#show as JSON
> I, [2019-09-04T12:48:28.239541 #1-47212809182980]  INFO -- :   Parameters: {"all"=>"true", "_"=>"1567581823482", "id"=>"50"}
> I, [2019-09-04T12:48:28.236456 #1-47212809184900]  INFO -- : Processing by TicketsController#show as JSON
> I, [2019-09-04T12:48:28.241273 #1-47212809184900]  INFO -- :   Parameters: {"all"=>"true", "_"=>"1567581823483", "id"=>"89"}
> I, [2019-09-04T12:48:28.230687 #1-47212809184180]  INFO -- : Processing by CtiController#index as JSON
> I, [2019-09-04T12:48:28.245459 #1-47212809184180]  INFO -- :   Parameters: {"_"=>"1567581823481"}
> I, [2019-09-04T12:48:28.271776 #1-47212809182980]  INFO -- : Enqueued UserDeviceLogJob (Job ID: 541f152b-e580-4900-b5ae-45bceb09e3a7) to DelayedJob(default) with arguments: "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/76.0.3809.132 Safari/537.36", "172.31.4.130", 3, "86538853", "session"
> I, [2019-09-04T12:48:28.280930 #1-47212809183700]  INFO -- : Enqueued UserDeviceLogJob (Job ID: c337d357-5410-4721-8e2c-125c0c6977a9) to DelayedJob(default) with arguments: "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/76.0.3809.132 Safari/537.36", "172.31.4.130", 3, "86538853", "session"
> I, [2019-09-04T12:48:28.284312 #1-47212809184900]  INFO -- : Enqueued UserDeviceLogJob (Job ID: 7d355c29-3
7

What port are you using for sending out?
Is this some generic public service like Office365 or is this a private system?

If it’s private, could you please share the used software? (if possible).

Right now I think it’s docker related, but I don’t want to give you up just here.

8

Hi,
we’re using port 25. It is a private system using a Postfix SMTP server.
We’re using the server to send out mails from other services which works just fine, so either it is a docker setup related problem (we have taken it as it is from the Zammad website) or it is another SMTP related problem within Zammad.

Also, unexpectedly it has not fixed itself over the weekend :wink:

9

You’re using the docker-compose right? Not the evil single image? :wink:

10

Yes, we are using docker-compose.

11

Adding to this:
Apparently it is after a long time of no usage that mails seem to work again. For a couple mails, then it just stops working again…

12

I’m sorry, I’d really love to help, but I can’t.
I tried to reproduce this on own systems but can’t.

13

Anything we can do to further narrow down the problem?
Any more logs?
Any tests we can do?
Anything we can downgrad/replace/update?

14

Well downgrading could help in your problem if it’s completely container related - but the problem is your database which has been migrated to the new version. This potentially breaks your data.

Again, I’m at the end of what I can technically provide to help you and I’m sorry for that. :frowning:

15

sir, can u help me?
i can’t fetch e-mail with IMAP or SMTP
the result when im fetching is like this

image
image.png482×616 16.7 KB

then /opt/zammad/log/production.log says:

image
image.png1350×81 7.66 KB

then i try to telnet imap and smtp the result is this :
image

need help ASAP, Thanks

16

@MrGeneration please sir, i need ur help
zammad version : 3.1.x

17

if i using pop3 for inbound and smtp for outbound the result like this:

image
image.png706×581 26.7 KB

@thorsteneckel can u help me sir?

18

two things:
Please note that this community does not provide commercial grade support.
This means: We’ll help when there’s time.

If this is urgent for you, we can provide commercial services, but they are not free.

secondly:
Please create an own topic, because there are information missing (and you’re mixing topics) which won’t help either site.

Please use the template upon creation (it will ask for installation type and stuff, that’s what we need).

19

sorry sir my bad
i will create my own topic

20

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