Upgrading from 3.11.00 broke my mail parser.

[netFusion]

FYI, for those upgrading to 3.11.00...

I upgraded from 3.10.02 Stable to 3.11.00 Stable yesterday and my POP3 mail parser no longer works.

Kayako Support has been working on it since yesterday and hasn't found the problem yet. My mail queue's have been down for about 24 hours now, so be sure and test before you upgrade your live system.


Here's the details of what's going on:

Queues are POP3 and worked fine in 3.10.02 Stable.
PHP is version 4.4.1 with Zend.

I get no information at all in the Parser Log of the Admin panel.

When I run the parser command "http://support.netfusionkc.com/cron/index.php?_t=parser" in a browser, I receive the following output but no messages are imported:

Total Messages in Inbox: 0
Total Messages in Inbox: 0
Total Messages in Inbox: 0
Total Messages in Inbox: 0
Total Messages in Inbox: 2
Fetching Msg Num: 1
Account is POP3
Fetching Msg UID: 1



And it never goes past fetching #1.

[craigbrass]

Got a ticket ID so Jamie can chase it up when he gets online?

[Sheep]

Total Messages in Inbox: 1
Fetching Msg Num: 1
Account is POP3
Fetching Msg UID: 1
1 Total Messages
Rejected Messages: 0
Accepted Messages: 1

No problems on my desk, seems like a missconfiguration issue (but wich one?)

[netFusion]

Originally Posted by Sheep

No problems on my desk, seems like a missconfiguration issue (but wich one?)

That would be the question. It becomes more difficult to identify a configuration issue since I can put the 3.10 files back in and it works fine and then breaks with the 3.11 files...

The ticket number is VBQ-51203. No need for Jamie to chase it at this point. Mohit Sharma has been working on it since yesterday, but has not been able to figure it out yet.

[BigDawgRob]

Hi netFusion,

If you run:
http://support.netfusionkc.com/cron/...parser&debug=1

You should get a text file created in the files folder of your installation, take a look at this is notepad for clues..

Also check the mail parser log and your php error log file for clues.

[NC Software]

Yeah, I think POP3 is dead on my 3.11 install as well, upgraded from 3.10.02 STABLE. I ran the command you provided and got the following results - I wonder if something changed in the password handling (encryption) that is causing failures?

Total Messages in Inbox: 0
Total Messages in Inbox: 11
Fetching Msg Num: 1
Account is POP3
Fetching Msg UID: 1
Fetching Msg Num: 2
Account is POP3
Fetching Msg UID: 2
Fetching Msg Num: 3
Account is POP3
Fetching Msg UID: 3
Fetching Msg Num: 4
Account is POP3
Fetching Msg UID: 4
Fetching Msg Num: 5
Account is POP3
Fetching Msg UID: 5
Fetching Msg Num: 6
Account is POP3
Fetching Msg UID: 6
Fetching Msg Num: 7
Account is POP3
Fetching Msg UID: 7
Fetching Msg Num: 8
Account is POP3
Fetching Msg UID: 8
Fetching Msg Num: 9
Account is POP3
Fetching Msg UID: 9
Fetching Msg Num: 10
Account is POP3
Fetching Msg UID: 10
Fetching Msg Num: 11
Account is POP3
Fetching Msg UID: 11
Total Messages in Inbox: 1
Fetching Msg Num: 1
Account is POP3
Fetching Msg UID: 1
Total Messages in Inbox: 0
Total Messages in Inbox: 0
Total Messages in Inbox: 0
Total Messages in Inbox: 0
Total Messages in Inbox: 0
Total Messages in Inbox: 0
Total Messages in Inbox: 0
Total Messages in Inbox: 0
Total Messages in Inbox: 0
Total Messages in Inbox: 0
Total Messages in Inbox: 0
Total Messages in Inbox: 0
Total Messages in Inbox: 0
array(18) { [0]=> string(16) "Mailbox is empty" [1]=> string(16) "Mailbox is empty" [2]=> string(16) "Mailbox is empty" [3]=> string(16) "Mailbox is empty" [4]=> string(16) "Mailbox is empty" [5]=> string(16) "Mailbox is empty" [6]=> string(16) "Mailbox is empty" [7]=> string(16) "Mailbox is empty" [8]=> string(16) "Mailbox is empty" [9]=> string(16) "Mailbox is empty" [10]=> string(16) "Mailbox is empty" [11]=> string(16) "Mailbox is empty" [12]=> string(16) "Mailbox is empty" [13]=> string(16) "Mailbox is empty" [14]=> string(33) "UserName or Password is incorrect" [15]=> string(33) "UserName or Password is incorrect" [16]=> string(33) "UserName or Password is incorrect" [17]=> string(23) "Too many login failures" } Total Messages in Inbox: 0
Total Messages in Inbox: 0
Total Messages in Inbox: 0
0 Total Messages
Rejected Messages: 0
Accepted Messages: 0

[triplef]

doesnt that say password incorrect ?

maybe you need secure aiuth or seomething REenabled

[NC Software]

No, actually the mail account was deleted but I never removed the mail queue, if this software was designed by developers that knew proper interface design, it would have told me this in the error log "account not found." But hey, what else is our option right now? We're stuck with kayako and they're continuous failures.

[Digital Mayhem]

Its not just you I upgraded an now my Mail Parsers (PIPE) isn't working... But I am also having another problem.


When a Staff Member logs in and goes to responde to a ticket once he responds he gets a Blank Page. He/she then has to login again to go onto the next ticket and do the same thing after every ticket which is very time consuming.

[Jamie Edwards]

Hi Steve,

This should also be solved by enabling mbstring in PHP. Have you done this?

[NC Software]

Jamie,

You have failed to respond to my post to YOU that asks "what exactly is required..." to run Kayako? Where did this mbstring come from and WHY WEREN'T WE INFORMED ABOUT IT IN THE RELEASE NOTES???? Do you know what you are costing companies by your failed documentation?

[richm]

Issues of notifying us about things we need to change to accommodate a new release (which I agree with), I was getting the blank pages as well and enabling the "mbstring" in php.ini along with recycling the application pool in IIS, solved this for me.

Rich

[Digital Mayhem]

okay enabling this mbstring in PHP is this gonna fix just the Mail Parser problem or the blank page problem or both?

[Jamie Edwards]

Originally Posted by XeSolutions

okay enabling this mbstring in PHP is this gonna fix just the Mail Parser problem or the blank page problem or both?

Both

[thrushwolf]

Feel sorry for you windows guys. Suckerssss :P