1. Kayako Download customers: we will continue to develop and support Kayako Download beyond July 2017, alongside the new Kayako for existing customers.

    Find out more.

  2. The forum you are viewing relates to Kayako Classic. If you signed up or upgraded to the new Kayako (after the 4th July 2016), the information in this thread may not apply to you. You can visit the forums for the new Kayako here.

Email parser not collection mail from 1 queue

Discussion in 'Using Kayako Classic' started by Paradise Computing, Mar 16, 2018.

  1. Paradise Computing

    Paradise Computing New Member

    We have many parser queues, but one has decided to stop working.

    Currently setup using POP(TLS) to an Office365 mailbox. All was working, but now it's stopped. Tested the credentials in the parser settings and all is ok - it even comes back and tells me how many emails are currently sitting in the mailbox, but it isn't bringing them in with the Parser.

    Nothing related to this in the parser log.

    The parser appears to be working as it's pulling in from another POP mailbox (non 365). Switched the IMAP - no change, still doesn't work.

    Also checked the mailbox - working via web interface, receiving emails and also setup using POP client (Thunderbird)

    I've tried going to the scheduled tasks to run/force the email parser to run but it just hangs.

    Any ideas for next steps?

    ### Helpdesk and server information ###
    Installation URL: http://www.support-suite.co.uk/support/
    Product: fusion
    Version: 4.71.2
    Build date: 30 Oct 2015 02:28:58 PM
    Build type: STABLE
    PHP version: 5.6.33-0+deb8u1
    Max upload size: 100M
    Safe mode: No
    Database type: Mysqli
    Database version: 5.6.39
    User agent: Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/65.0.3325.162 Safari/537.36
    Server software: Apache/2.4.10 (Debian)
    Operating system: Linux

    Attached Files:

  2. AgeV

    AgeV New Member

    Were you ever able to find a solution for this?
    I'm actually having the exact same issue but can't figure it out.
  3. supportskins

    supportskins Kayako Guru

    Have you set a cron on the server to auto fetch the emails?
  4. sby

    sby Established Member

    I have this also before.
    I login in the mailbox by webmail and check if there is an email with a large attachment.
    I download the mail and delete it from the mailbox.

    Then run the cronjob by browser manually and it solves.
  5. Evgeny Kuchkov

    Evgeny Kuchkov Established Member

    Settings-> Email parser -> Email size limit
  6. bear

    bear Kayako Guru

    Bear in mind that the setting also relies on the ability of PHP to run the parser. Very large files will likely cause issues with that, even if Kayako is set to higher values.

Share This Page