Zammad stopped fetching imap mails and restarted fetching later on

[uli-heller]

Infos:

• Used Zammad version: 2.4.0
• Used Zammad installation source: source
• Operating system: ubuntu 18.04
• Browser + version: chrome 66

Expected behavior:

• Zammad fetches the imap input channels permanently

Actual behavior:

• Zammad didn’t fetch the imap input channels yesterday afternoon

Steps to reproduce the behavior:

• Unknown

Why this posting?

I’m pretty sure it will happen again and I’d like to provide more detailled information about the issue.
Currently, I don’t see anything helpful within the logs, so I guess I’ll have to extend logging a little bit.
Maybe someone can give me some pointers on which places within the source code are probably used
for the imap fetching? Which of the 3 zammad processes is involved?

• scheduler process
• websocket server
• zammad process

I followed various hints, restarted all processes but the issue remained. Later, it disappeared after another
restart.

I can provide yesterday’s logs on request in case someone likes to see them. For me, it would be enough to get some hints related to the questions mentioned above.

Thanks a lot + best regards, Uli

[MrGeneration]

Hey,

I think that both processes may be involved, but mainly the first one as it’s triggering it:

• scheduler
• zammad

Do you use the direct IP address or a hostname? If hostname, does it include a ipv6-entry?

Just a shot in the blue… when I had this problem, I had to restart the scheduler (or even reboot) just for it to work some minutes and then die again. This problem vanished after a few reboots without any trace.

[uli-heller]

@MrGeneration

Hey,

I think that both processes may be involved, but mainly the first one as it’s triggering it:

scheduler
zammad

Thanks, I’ll look at my logs based on this. It will take a couple of days…

Do you use the direct IP address or a hostname? If hostname, does it include a ipv6-entry?

All ipv4. I’m using a hostname.

Just a shot in the blue… when I had this problem, I had to restart the scheduler (or even reboot) just for it to work some minutes and then die again. This problem vanished after a few reboots without any trace.

Similar behavior here. I’ll continue looking into it.

[jasonh]

Same problem here, but with pop3.

Setup pop3 again, it said connection was ok, fetching some mails, but they never showed up.

Using docker-compose here; will restart the containers and see if it works again… yes, now I see them.