Fatal Error on piping attachments

[logicway]

When a mail with a attachment around 3 MB is being piped, the mail does not get piped (using DirectAdmin). The mail is returned with the following error:

Fatal error: Allowed memory size of 20971520 bytes exhausted (tried to allocate 3251423 bytes) in /home/********/domains/*********/public_html/support/includes/MIME/mimeDecode.php on line 382

Other mails with smaller attachments does not have any issues.
My php.ini settings:
memory_limit 64M (master value = 20M)
post_max_size 64M (master value = 8M)
upload_max_filesize 64M (master value = 20M)

Setting in Admin, Mail Parser:
Message Size Limit (In Kilobytes) 8192

Which setting do I have to set, to resolve this error?

[supportskins]

Increase your PHP memory_limit setting. That will fix the issue.

[Siora]

Originally Posted by supportskins

Increase your PHP memory_limit setting. That will fix the issue.

But its already at 64M. What should the setting be?

I have a similar issue which is why I am asking.

Where is the message size limit in the mail parser section? I don't see that option within mail parser.

[logicway]

Originally Posted by supportskins

Increase your PHP memory_limit setting. That will fix the issue.

As Siora mentioned, it is already 64M. Wouldn't that be enough for a attachment of only 3 MB?

Besides, the error mentiones "allowed memory size of 20971520 bytes" which is exactly 20M.
Does the piping still takes the master value for memory_limit setting?
I changed this value using a .htaccess-file.

[supportskins]

Although I am not sure, it could have taken the master value. The error you are seeing is due to exhaused memory_limit set in PHP. Increasing it will fix the issue.

[logicway]

Originally Posted by supportskins

Although I am not sure, it could have taken the master value. The error you are seeing is due to exhaused memory_limit set in PHP. Increasing it will fix the issue.

How will I know if the master value is taken? Does any Kayako Staff know this?
I cannot change the master value, only my webhost could do this. And I don't know if they are willing to change it.

[supportskins]

Have you tried increasing the memory_limit which you are allowed to increase? Try setting it to 100M and check if it works. Note, the software will never use memory_limit as 100 even though it is set to 100M.

[div.matt]

Help! I have the same problem.

Everytime someone sends an email larger than 2mb to our support email address, the email is not parsed (does not become a ticket) and worse, the client gets a bounce-back message which makes them think we never got their email. We are forced to monitor our support mailbox regularly to see what eSupport missed


My memory_limit is 150M in php.ini
max_execution_size = 1200
allow_call_time_pass_reference = On
display_error = On


Here's a sample bounce message:

--
Hi. This is the qmail-send program at ***.***.com.
I'm afraid I wasn't able to deliver your message to the following addresses.
This is a permanent error; I've given up. Sorry it didn't work out.

<support@***.***.com>:
Allowed memory size of 8388608 bytes exhausted (tried to allocate 77 bytes)

--- Below this line is a copy of the message.
--

Any ideas?

Thanks.

[Jamie Edwards]

Hi Matt,

8388608 bytes is 8MB exactly - so PHP's memory limit has been set to 8MB somewhere. After making the change to php.ini, did you restart apache?

[div.matt]

Good morning,

Yes, we did restart apache. Here's a link to our php.ini.

http://support.zgraph.com/phpinfo.php

This is quite frustrating -- we have clients calling us thinking we didn't get their requests, since they bounce back.

[div.matt]

Additionally, when our staff replies to a client's ticket and needs to attach something, we get the following bounce-back (perhaps related to the fact that we usually CC our support mailbox on replies, so people can also keep tabs on ticket threads without logging in -- and because of this issue, some emails don't get parsed, we need to monitor the inbox):

Hi. This is the qmail-send program at ***.com.
I'm afraid I wasn't able to deliver your message to the following addresses.
This is a permanent error; I've given up. Sorry it didn't work out.

<support@***.***.com>:
Content-type: text/html
X-Powered-By: PHP/4.3.9

<br />
<b>Fatal error</b>: Allowed memory size of 8388608 bytes exhausted (tried to allocate 4072009 bytes) in <b>/var/www/vhosts/****/httpdocs/modules/parser/functions_parsercore.php</b> on line <b>52</b><br />
Allowed memory size of 8388608 bytes exhausted (tried to allocate 0 bytes)

[kabicy]

i have meet the same problem

[supportskins]

Which version of Kayako are you using and is your php.ini set according to the settings specified above?