Unable to send mail when trying to reply to a ticket

Infos:

Hi there,
we recently had an issue with our Zammad system.

  • Used Zammad version: 5.2.3
  • Used Zammad installation type: host-server
  • Operating system: Ubuntu 18.04
  • Browser + version: any

Expected behavior:

  • Mails should be sent via SMTP when reply to a ticket

Actual behavior:

  • After replied to a ticket, we receive the message:
    “Can’t use Channel::Driver::Smtp: #<Net::OpenTimeout: execution expired>”
    And the mail is not sent

WhatsApp Image 2019-09-23 at 8.52.32 AM

Steps to reproduce the behavior:

  • Mail must be sent after replying to a ticket.

###production log file

I, [2022-10-31T06:25:50.406104 #1143-144807980]  INFO -- : execute Channel.fetch (try_count 0)...
I, [2022-10-31T06:25:50.417051 #1143-144807980]  INFO -- : fetching imap (outlook.office365.com/test@test.com port=993,ssl=true,starttls=false,folder=INBOX,keep_on_server=false,auth_type=XOAUTH2)
I, [2022-10-31T06:25:51.155877 #1143-144807980]  INFO -- :  - no message
I, [2022-10-31T06:25:51.211307 #1143-144807980]  INFO -- : fetching imap (outlook.office365.com/test@test.com 
 port=993,ssl=true,starttls=false,folder=INBOX,keep_on_server=false,auth_type=XOAUTH2)
I, [2022-10-31T06:25:52.024072 #1143-144807980]  INFO -- :  - no message
I, [2022-10-31T06:25:52.036277 #1143-144807980]  INFO -- : ended Channel.fetch took: 1.635443549 seconds.
I, [2022-10-31T06:26:12.043254 #1186-16877080]  INFO -- : Started GET "/" for 172.26.7.4 at 2022-10-31 06:26:12 +0100
I, [2022-10-31T06:26:12.051680 #1186-16877080]  INFO -- : Processing by InitController#index as HTML
I, [2022-10-31T06:26:12.059385 #1186-16877080]  INFO -- :   Rendered init/index.html.erb within layouts/application (Duration: 0.1ms | Allocations: 47)
I, [2022-10-31T06:26:12.060149 #1186-16877080]  INFO -- :   Rendered layout layouts/application.html.erb (Duration: 0.9ms | Allocations: 477)
I, [2022-10-31T06:26:12.061399 #1186-16877080]  INFO -- : Completed 200 OK in 10ms (Views: 1.4ms | ActiveRecord: 2.5ms | Allocations: 2958)

scheduler log file is empty.

Any help?

Check if this applies to you: Channel microsoft 365 Outbound Error

Microsoft made some recent changes to M365 authentication. Would recommend you review their blog posting here:

Exchange Online email applications stopped signing in, or keep asking for passwords? Start here. - Microsoft Community Hub

Deprecation of Basic authentication in Exchange Online | Microsoft Learn 6

I’d recommend migrating from the IMAP connector to the Microsoft 365 channel, refer to this KB:

Microsoft 365 — Zammad documentation

There’s many others who have run into this issue in the last few weeks, you might be able to get some useful info searching through the recent forum posts :slightly_smiling_face: