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    • #15406
      Answered
      Amar Hadzi Ahmetovikj
      Teilnehmer

        Hi,

        This morning we started having issues with our IMAP. We kept receiving mail notifications like this:
        Subject: OTOBO Scheduler Daemon Cron: MailAccountFetch
        Error: Timeout of 600 seconds reached, killing child process!

        Manually executing “su -c “./otobo.Console.pl Maint::PostMaster::MailAccountFetch –debug” -s /bin/bash otobo” we got two problems:
        – We either got an error log that said that a process like that is already running in the database
        – The execution of the script got stuck and after some time this error appeared:

        Short version:
        Something went wrong while trying to connect to ‘IMAPOAuth2 => support@domain.com/outlook.office365.com’: Can’t call method “authenticate” on an undefined value at /opt/otobo/Kernel/System/MailAccount/IMAPOAuth2.pm line 83.

        Long version of error:
        Using Mail::IMAPClient version 3.42 on perl 5.030000
        Connecting with IO::Socket::IP PeerAddr outlook.office365.com PeerPort 143 Proto tcp Timeout 600 Debug 1
        Connected to outlook.office365.com
        Read: * OK The Microsoft Exchange IMAP4 service is ready. [WgBSAEEAUAAyADcAOABDAEEAMAAwADAANAAuAEMASABFAFAAMgA3ADgALgBQAFIATwBEAC4ATwBVAFQATABPAE8ASwAuAEMATwBNAA==]
        Sending: 1 STARTTLS
        Sent 12 bytes
        ERROR: timeout waiting 600s for data from server at /usr/share/perl5/Mail/IMAPClient.pm line 1893.
        Mail::IMAPClient::__read_more(Mail::IMAPClient=HASH(0x557569b6beb0), IO::Socket::IP=GLOB(0x55756a5e1230), 600) called at /usr/share/perl5/Mail/IMAPClient.pm line 1859
        Mail::IMAPClient::_read_more(Mail::IMAPClient=HASH(0x557569b6beb0), IO::Socket::IP=GLOB(0x55756a5e1230), 600) called at /usr/share/perl5/Mail/IMAPClient.pm line 1670
        Mail::IMAPClient::_read_line(Mail::IMAPClient=HASH(0x557569b6beb0)) called at /usr/share/perl5/Mail/IMAPClient.pm line 1406
        Mail::IMAPClient::_get_response(Mail::IMAPClient=HASH(0x557569b6beb0), 1, undef) called at /usr/share/perl5/Mail/IMAPClient.pm line 1340
        Mail::IMAPClient::_imap_command_do(Mail::IMAPClient=HASH(0x557569b6beb0), "STARTTLS") called at /usr/share/perl5/Mail/IMAPClient.pm line 1238
        Mail::IMAPClient::_imap_command(Mail::IMAPClient=HASH(0x557569b6beb0), "STARTTLS") called at /usr/share/perl5/Mail/IMAPClient.pm line 443
        Mail::IMAPClient::starttls(Mail::IMAPClient=HASH(0x557569b6beb0)) called at /usr/share/perl5/Mail/IMAPClient.pm line 420
        Mail::IMAPClient::Socket(Mail::IMAPClient=HASH(0x557569b6beb0), IO::Socket::IP=GLOB(0x55756a5e1230)) called at /usr/share/perl5/Mail/IMAPClient.pm line 369
        Mail::IMAPClient::connect(Mail::IMAPClient=HASH(0x557569b6beb0)) called at /usr/share/perl5/Mail/IMAPClient.pm line 315
        Mail::IMAPClient::new("Mail::IMAPClient", "Server", "outlook.office365.com", "Starttls", ARRAY(0x557569bb72b0), "Debug", 1, "Uid", ...) called at /opt/otobo/Kernel/System/MailAccount/IMAPOAuth2.pm line 75
        Kernel::System::MailAccount::IMAPOAuth2::Connect(Kernel::System::MailAccount::IMAPOAuth2=HASH(0x557569030048), "ID", 1, "Host", "outlook.office365.com", "Login", "support\@domain.com", "Password", ...) called at /opt/otobo/Kernel/System/MailAccount/IMAPOAuth2.pm line 215
        eval {...} called at /opt/otobo/Kernel/System/MailAccount/IMAPOAuth2.pm line 218
        Kernel::System::MailAccount::IMAPOAuth2::_Fetch(Kernel::System::MailAccount::IMAPOAuth2=HASH(0x557569030048), "ValidID", 1, "UserID", 1, "DispatchingBy", "From", "QueueID", ...) called at /opt/otobo/Kernel/System/MailAccount/IMAPOAuth2.pm line 116
        Kernel::System::MailAccount::IMAPOAuth2::Fetch(Kernel::System::MailAccount::IMAPOAuth2=HASH(0x557569030048), "Type", "IMAPOAuth2", "CMD", 1, "Comment", "", "ValidID", ...) called at /opt/otobo/Custom/Kernel/System/MailAccount.pm line 654
        Kernel::System::MailAccount::MailAccountFetch(Kernel::System::MailAccount=HASH(0x557568f0c2a0), "Comment", "", "Type", "IMAPOAuth2", "Profile", "Custom1", "Password", ...) called at /opt/otobo/Kernel/System/Console/Command/Maint/PostMaster/MailAccountFetch.pm line 180
        eval {...} called at /opt/otobo/Kernel/System/Console/Command/Maint/PostMaster/MailAccountFetch.pm line 172
        Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch::Run(Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch=HASH(0x5575684d5510)) called at /opt/otobo/Kernel/System/Console/BaseCommand.pm line 468
        eval {...} called at /opt/otobo/Kernel/System/Console/BaseCommand.pm line 462
        Kernel::System::Console::BaseCommand::Execute(Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch=HASH(0x5575684d5510), "****************timeout", 1200, "****************force********pid", "****************debug") called at /opt/otobo/Kernel/System/Console/InterfaceConsole.pm line 88
        Kernel::System::Console::InterfaceConsole::Run(Kernel::System::Console::InterfaceConsole=HASH(0x5575684b8108), "Maint::PostMaster::MailAccountFetch", "****************timeout", 1200, "****************force********pid", "****************debug") called at ./otobo.Console.pl line 35
        ERROR: timeout waiting 600s for data from server at /usr/share/perl5/Mail/IMAPClient.pm line 1288.
        Mail::IMAPClient::_imap_command(Mail::IMAPClient=HASH(0x557569b6beb0), "STARTTLS") called at /usr/share/perl5/Mail/IMAPClient.pm line 443
        Mail::IMAPClient::starttls(Mail::IMAPClient=HASH(0x557569b6beb0)) called at /usr/share/perl5/Mail/IMAPClient.pm line 420
        Mail::IMAPClient::Socket(Mail::IMAPClient=HASH(0x557569b6beb0), IO::Socket::IP=GLOB(0x55756a5e1230)) called at /usr/share/perl5/Mail/IMAPClient.pm line 369
        Mail::IMAPClient::connect(Mail::IMAPClient=HASH(0x557569b6beb0)) called at /usr/share/perl5/Mail/IMAPClient.pm line 315
        Mail::IMAPClient::new("Mail::IMAPClient", "Server", "outlook.office365.com", "Starttls", ARRAY(0x557569bb72b0), "Debug", 1, "Uid", ...) called at /opt/otobo/Kernel/System/MailAccount/IMAPOAuth2.pm line 75
        Kernel::System::MailAccount::IMAPOAuth2::Connect(Kernel::System::MailAccount::IMAPOAuth2=HASH(0x557569030048), "ID", 1, "Host", "outlook.office365.com", "Login", "support\@domain.com", "Password", ...) called at /opt/otobo/Kernel/System/MailAccount/IMAPOAuth2.pm line 215
        eval {...} called at /opt/otobo/Kernel/System/MailAccount/IMAPOAuth2.pm line 218
        Kernel::System::MailAccount::IMAPOAuth2::_Fetch(Kernel::System::MailAccount::IMAPOAuth2=HASH(0x557569030048), "ValidID", 1, "UserID", 1, "DispatchingBy", "From", "QueueID", ...) called at /opt/otobo/Kernel/System/MailAccount/IMAPOAuth2.pm line 116
        Kernel::System::MailAccount::IMAPOAuth2::Fetch(Kernel::System::MailAccount::IMAPOAuth2=HASH(0x557569030048), "Type", "IMAPOAuth2", "CMD", 1, "Comment", "", "ValidID", ...) called at /opt/otobo/Custom/Kernel/System/MailAccount.pm line 654
        Kernel::System::MailAccount::MailAccountFetch(Kernel::System::MailAccount=HASH(0x557568f0c2a0), "Comment", "", "Type", "IMAPOAuth2", "Profile", "Custom1", "Password", ...) called at /opt/otobo/Kernel/System/Console/Command/Maint/PostMaster/MailAccountFetch.pm line 180
        eval {...} called at /opt/otobo/Kernel/System/Console/Command/Maint/PostMaster/MailAccountFetch.pm line 172
        Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch::Run(Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch=HASH(0x5575684d5510)) called at /opt/otobo/Kernel/System/Console/BaseCommand.pm line 468
        eval {...} called at /opt/otobo/Kernel/System/Console/BaseCommand.pm line 462
        Kernel::System::Console::BaseCommand::Execute(Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch=HASH(0x5575684d5510), "****************timeout", 1200, "****************force********pid", "****************debug") called at /opt/otobo/Kernel/System/Console/InterfaceConsole.pm line 88
        Kernel::System::Console::InterfaceConsole::Run(Kernel::System::Console::InterfaceConsole=HASH(0x5575684b8108), "Maint::PostMaster::MailAccountFetch", "****************timeout", 1200, "****************force********pid", "****************debug") called at ./otobo.Console.pl line 35
        ERROR: OTOBO********otobo.Console.pl********Maint::PostMaster::MailAccountFetch********23 Perl: 5.30.0 OS: linux Time: Mon Jul 17 08:59:15 2023

        Message: CommunicationLog(ID:75174,AccountType:********,AccountID:********,Direction:Incoming,Transport:Email,ObjectLogType:Connection,ObjectLogID:79085)::Kernel::System::MailAccount::IMAPOAuth2 => Something went wrong while trying to connect to 'IMAPOAuth2 => support@domain.com/outlook.office365.com': Can't call method "authenticate" on an undefined value at /opt/otobo/Kernel/System/MailAccount/IMAPOAuth2.pm line 83.

        Traceback (2912):
        Module: Kernel::System::CommunicationLog::_LogError Line: 546
        Module: Kernel::System::CommunicationLog::ObjectLog Line: 314
        Module: Kernel::System::MailAccount::IMAPOAuth2::_Fetch Line: 233
        Module: Kernel::System::MailAccount::IMAPOAuth2::Fetch Line: 116
        Module: Kernel::System::MailAccount::MailAccountFetch Line: 654
        Module: (eval) Line: 180
        Module: Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch::Run Line: 172
        Module: (eval) Line: 468
        Module: Kernel::System::Console::BaseCommand::Execute Line: 462
        Module: Kernel::System::Console::InterfaceConsole::Run Line: 88
        Module: ./otobo.Console.pl Line: 35

        The OTOBO is running on an Ubuntu 20.04 server and OTOBO version is 10.0.15

        We are using Exchange Online and have set up the needed AAD app registration for our support mail user to get authenticated, this was working all fine till this morning. As a workaround, we have switched to POP3 instead of IMAP and that seems to be working fine for now. My question is how can we fix the IMAP getting stuck and are the following IMAP processes (the one shown in the picture – screenshot from Communication Log) still open/running, if so how can we kill them safely?

        communication_log

        Additionally, SELECT * FROM process_id and SELECT * FROM scheduler_task return 0 rows.

        Best Regards,
        Amar

      • #15408
        Best Answer
        marcel-graf
        Teilnehmer

          Hi Amar,

          a few weeks ago, some users had the same problem.

          For OTOBO, please run the following Linux command per putty or other terminal client:

          sed -i ‘s/Starttls => \[ SSL_verify_mode => 0 \],/Ssl => 1,/’ /opt/otobo/Kernel/System/MailAccount/IMAPOAuth2.pm

          And backup the file before update :)

          https://efflux.de/blog/hotfix-juni-2023-probleme-beim-abholen-von-mails-ueber-microsoft-exchange-online/

          https://otobo.de/de/forums/topic/imap-verbindung-zu-m365-mit-oauth2-nicht-mehr-moeglich/

          I hope this helps you.

          KR,

          Marcel

        • #15411

          Hi Marcel,

          I can confirm that the sed commands from the second link you mentioned in your reply do work.

          Thanks a lot for the help!

          Best Regards,

          Amar

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