Sometimes IMAP Gmail not sync

[fahmi]

• Used Zammad version: 2.6.x
• Used Zammad installation source: Community
• Operating system: Ubuntu 16.04
• Use VM Instances from Google
• RAM 4,5GB

Hi Guys!

Im using Zammad for my customer services in my office, but im little problem Zammad with IMAP. Sometimes IMAP not sync to Zammad and happened several times. I Check syslog everything is fine.

[MrGeneration]

Please provide production log within the timespan the problem appears.
Please also let us know how this problem is noticable by you.

The provided information are a bit few for helping out.

[fahmi]

This is the production log

[2018-10-02T11:10:36.307739 #1271] INFO – : fetching imap (imap.gmail.com/info@zzzzzz.com port=993,ssl=true,starttls=false,folder=INBOX,keep_on_server=true)

I, [2018-10-02T11:10:38.180580 #1271] INFO – : - no message

I, [2018-10-02T11:10:38.182518 #1271] INFO – : done

I, [2018-10-02T11:10:38.976456 #1271] INFO – : Scheduler running…

I, [2018-10-02T11:10:38.986735 #1271] INFO – : Running job thread for ‘Check Channels’ (Channel.fetch) status is: sleep

I, [2018-10-02T11:10:38.987143 #1271] INFO – : Running job thread for ‘Check streams for Channel’ (Channel.stream) status is: sleep

I, [2018-10-02T11:10:38.987193 #1271] INFO – : Running job thread for ‘Generate Session data’ (Sessions.jobs) status is: sleep

I, [2018-10-02T11:10:38.987232 #1271] INFO – : Running job thread for ‘Process escalation tickets’ (Ticket.process_escalation) status is: sleep

I, [2018-10-02T11:10:38.987287 #1271] INFO – : Running job thread for ‘Import OTRS diff load’ (Import::OTRS.diff_worker) status is: sleep

I, [2018-10-02T11:10:38.987962 #1271] INFO – : Running job thread for ‘Execute jobs’ (Job.run) status is: sleep

I, [2018-10-02T11:10:43.504988 #1271] INFO – : execute Job.run (try_count 0)…

I, [2018-10-02T11:11:08.206581 #1271] INFO – : execute Channel.fetch (try_count 0)…

I, [2018-10-02T11:11:08.208890 #1271] INFO – : fetching imap (imap.gmail.com/info@zzzzzz.com port=993,ssl=true,starttls=false,folder=INBOX,keep_on_server=true)

I, [2018-10-02T11:11:09.963671 #1271] INFO – : - message 1/1

I, [2018-10-02T11:11:18.383228 #1271] INFO – : Process email with msgid ‘<MWHPR22MB0365BB64E10316A0209E4E9CFEE80@MWHPR22MB0365.namprd22.prod.outlook.com>’

I, [2018-10-02T11:11:18.449545 #1271] INFO -

Im received my client email at 10:46 and already read that message from gmail in browser. until 11:10 still there’s no message appear on Zammad, at 11:11 im make that message “mark as unread” and finally appeared on Zammad.

is zammad need unread message to sync email from IMAP?

[MrGeneration]

Zammad ignores all read messages.

[fahmi]

Ohh i see, the conclusion is never open/read messages right? thx for the Answer

[MrGeneration]

Yes that’s right - or mark the message back to unread after reading.
Normally we expect the mailbox to be a mailbox no user uses and is just for the system.