Hesk 3.4.1 imap fetching stopped working

[alexb]

Script URL: ipconnectx.ca/support
Version of script: 3.4.1
Hosting company: self
URL of phpinfo.php:
URL of session_test.php:
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We are using office365 with imap. testing the IMAP connection seems to work (we are getting " Success: Connection successful! / Number of emails your mail server will send to Hesk: 2". OAuth tested and working. The VM Hesk is running on is ubuntu 22.04.01 with the latest updated via apt.

We don't get a lot of support tickets, so I am not sure when it stopped working... Last week we updated both hesk to 3.4.1 and ran apt-update/upgrade.

Any suggestions?

[Klemen]

If the connection is successful and you get "2" emails in the message, the settings are correct.

Try turning ON debug mode (Admin > Settings > Help desk > under "Features") then manually run the hesk_imap.php file in your browser (step 5. of the instructions - also read the notice there) , what do you get?

[alexb]

I am getting --> #!/usr/bin/php -q

Where do I see the debug information?

[Klemen]

You need to first turn Debug mode on (and save settings) in Admin > Settings > Help desk > under "Features", as mentioned. Debug information will then show when you open hesk_imap.php in the browser.

[alexb]

I have debug on and all i get is #!/usr/bin/php -q Another IMAP fetching task is still in progress.

[Klemen]

Delete any file starting with

Code: Select all

__imap

from your

Code: Select all

/cache

folder, then try again.

[alexb]

now I am getting --> #!/usr/bin/php -q

debug is still on...

[Klemen]

That means IMAP fetching doesn't even start.

Do you have all these files in your Hesk installation?

Code: Select all

inc/common.inc.php
inc/oauth_functions.inc.php
inc/pipe_functions.inc.php
inc/mail/imap/HeskIMAP.php

If you turn IMAP fetching off, do you get an error message when you run hesk_imap.php?

If yes, turn IMAP fetching ON, then try this trick to pinpoint which line is causing the problem:
https://www.hesk.com/knowledgebase/inde ... rticle=113

[alexb]

when I turn fetching off, I get --> #!/usr/bin/php -q [HESK] IMAP FETCHING IS DISABLED IN SETTINGS

-rw-r--r-- 1 www-data www-data 93540 Sep 17 11:03 common.inc.php
-rw-r--r-- 1 root root 8414 Sep 29 08:26 oauth_functions.inc.php
-rw-r--r-- 1 www-data www-data 19390 Sep 17 11:03 pipe_functions.inc.php
-rwxr-xr-x 1 www-data www-data 8766 Sep 17 11:03 hesk_imap.php

there is no inc/mail/imap/HeskIMAP.php

[alexb]

when I turn fetching off, I get --> #!/usr/bin/php -q [HESK] IMAP FETCHING IS DISABLED IN SETTINGS

-rw-r--r-- 1 www-data www-data 93540 Sep 17 11:03 common.inc.php
-rw-r--r-- 1 root root 8414 Sep 29 08:26 oauth_functions.inc.php
-rw-r--r-- 1 www-data www-data 19390 Sep 17 11:03 pipe_functions.inc.php
-rwxr-xr-x 1 www-data www-data 8766 Sep 17 11:03 hesk_imap.php

-rw-r--r-- 1 www-data www-data 6622 Sep 17 11:03 HeskIMAP.php

[Klemen]

I'm afraid the only way to further debug this would be to have access to your files.

As mentioned in my previous reply, you can try finding the line that causes problems in your setup by following the Knowledgebase article.

[alexb]

I tried following your suggested steps but I dont see *any* error_log files.

What files do you need access to?

[Klemen]

See the article after "If still no clue..." and try the "die" code trick to find the line that is causing problems.

[Klemen]

P.s.: I just realized you have a Hesk license - in this case, you can avoid the support forum and contact us here.

I would need FTP access to your Hesk files to be able to help with that; if you can provide access, use the contact form linked above.

[alexb]

solved.

/var/www/html/support/inc/posting_functions.inc.php disappeared (for some reason).