Zammad E-Mail Setup shows 'LOGIN FAILED'

Technical assistance
1

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 (mail.our-domain.de/helpdesk.otrs 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:

email_error
email_error566×931 29.7 KB

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.
2

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

3

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

4

hi @clu91

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

HTH,
Martin

5

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 - Documentation for Ruby 2.6.0);

image
image1904×187 16.8 KB

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

6

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.

7

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

8

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

9

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