Zammad E-Mail Setup shows 'LOGIN FAILED'

clu91 · January 21, 2021, 3:21pm

Cheers,

i was setting up Zammad a while ago and in the beginning i had struggles with the email setup. After some tries i figured it out. Since then Zammad was working like a charm. From one to the next day the email setup didn’t work anymore. In the logfiles (production.log) i’m having the following error:

I, [2021-01-20T06:25:21.695716 #23908-47310801026320] INFO – : fetching imap (our-domain.de steht zum Verkauf - Sedo GmbH port=993,ssl=true,starttls=false,folder=INBOX,keep_on_server=false,auth_$

E, [2021-01-20T06:25:21.833494 #23908-47310801026320] ERROR – : Can’t use Channel::Driver::Imap: #<Net::IMAP::NoResponseError: LOGIN failed.>

E, [2021-01-20T06:25:21.833609 #23908-47310801026320] ERROR – : LOGIN failed. (Net::IMAP::NoResponseError)

In the email settings the error appears like this:

The weird thing is that the email outbound works without any problem. I doublechecked the login credentials, the account and everything mandatory regarding the AD User.

Used Zammad version: 3.6.X
Used Zammad installation source: (Official Repo)
Operating system: Ubuntu 18.04.4 LTS
Browser + version: Firefox 84.0.2 (64-Bit)

Expected behavior:

Setting up email inbound service as before

Actual behavior:

I can’t set up email inbound accound for fetching mails.

Steps to reproduce the behavior:

Deleted the email settings and tried to re-enter. The issue remains the same.

rsysadmin · January 21, 2021, 3:47pm

Hi @clu91

outgoing email uses SMTP, which is a totally different protocol to IMAP, the one you use for incoming emails.

WIth that said, please try disabling the “SSL/STARTTLS” from the drop-down menu. Additionally, please make sure that your IMAP server listens on port 993. If not, try the standard one: 143.

HTH,
Martin

clu91 · January 21, 2021, 5:07pm

Hi @rsysadmin,

i already tried every possible configuration. With setting ‘No’, with Port 143, with POP3 even. Also not working. I cant understand why it was working for more than 9 months and now i an issue.

Regards

rsysadmin · January 21, 2021, 5:45pm

hi @clu91

can you try with an IMAP client, like Thunderbird? Maybe there is a typo in the password… a common mistake.

HTH,
Martin

olafbuitelaar · January 21, 2021, 6:36pm

It might also be helpfull to check the logs from the mailserver, while you attempt to connect.

some other pointers;
from the documentation (class Net::IMAP - RDoc Documentation);

thus also check the mailbox exists/spelled correctly.

if you’re using gmail, maybe checkout; ruby on rails - Net::IMAP::NoResponseError: Invalid credentials (Failure) - Stack Overflow see 3rd comment => Less secure apps & your Google Account - Google Account Help

clu91 · January 22, 2021, 10:56am

We dont use Gmail for mailtransfer. We having our own Exchangeserver. If i connect via Telnet from the Ubuntu, Zammad is running on to the exchange on Port 993 it works.

clu91 · January 22, 2021, 12:36pm

The problem fixed itself. It is just working again. That’s highly weird.

MrGeneration · February 9, 2021, 9:47am

This was due to the following bug that was backported to stable about 3,5 weeks ago:

github.com/zammad/zammad

Initial configure step after adding XOAUTH account not functional if account is disabled

opened 01:08PM - 23 Dec 20 UTC

closed 03:05PM - 12 Jan 21 UTC

MrGeneration

bug channel verified prioritised by payment

### Infos: * Used Zammad version: 3.6 * Installation method (source, package, ..): any * Operating system: any * Database + version: any * Elasticsearch version: any * Browser + version: any * Ticket-Numbers: #1082093, #1082550, #1081672, #1082542 * *NOTE: This seems to be a regression that has appeared somewhere in between Zammad 3.5 and 3.6. During initial documentary of both Microsoft 365 and Google this functionality was not broken and working as expected.* * Affected Channels: * Google * Microsoft 365 ### Expected behavior: After adding a new XOAUTH account Zammad will ask you if you'd like to fetch from a sub folder and if it should keep your messages on the server. ### Actual behavior: After adding a new XOAUTH account Zammad asks you about the folder to fetch and if it should keep messages on server. If you try to submit said settings you'll be greeted by one of the following error messages: * `AUTHENTICATE failed` (Microsoft 365) * `Authentication failed, invalid credentials!` (Google) (We should improve Microsoft 365s error messages to behave the same like Google in my opinion) If you simply close the pop up dialogue and enable the account, you'll be able to change these settings via "Edit" after about 30-60 seconds (after first successful fetching the account). Zammad seems to try to verify the login credentials at this step. My guess is it wants to ensure the folder exists. If that's the case, Zammad should do the same like the fetch: It should check if it's credentials are good to go and if not "renew" it to suppress this issue. If it's not needed at all, Zammad shouldn't check credentials at this point. A sample gif of this feature for Google: ![google-issue](https://user-images.githubusercontent.com/6549061/102998762-1cda2980-4528-11eb-8713-c64c3d73f2dc.gif) The above mentioned workaround is sketchy because it will by default remove mails from your mailbox. **You shouldn't use this workaround if you want to keep your messages on the server.** ### Steps to reproduce the behavior: * add either a Microsoft 365 or Google account * try to submit the configuration pop up after adding the account Yes I'm sure this is a bug and no feature request or a general question.

system · June 9, 2021, 9:47am

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