large file attachments, hang in mailbox, not parsed

[bwong@patton.com]

Large files are freezing the parser.

using IMAP and have set up these strings:

php.ini
max_execution_time 600
max_input_time 600
memory_limit 64M
upload_max_filesize 30M

mysql:
max_allowed_packet 20970496


message size limit is 10240(kb)

any thoughts?

[internut33]

i've had this problem in the past which held up any other messages getting parsed and tickets got no responses or did i know tickets were coming in while it was frozen.

[bwong@patton.com]

were you able to resolve the problem? what did you do to fix the large attachment emails?

[internut33]

i have to go into the pop account and remove the large e-mail w/ attachment. the the parsing doesn't fail & gets all the other e-mails and creates tickets from them.

[bwong@patton.com]

I know what you mean, unfortunately that's actually what I dont want to do. We need those large attachments in the database for their cases. We want to avoid providing support external to Kayako's supportsuite.


I think there has to be a way to get large files into the Kayako DB without freezing or hanging the parser.

[supportskins]

Try to set max_execution_time to 0 and max_input_time to a higher number. Since the memory_limit is set to 64MB, make sure your attachment is no longer then 30-40MB.