[otrs] MailAccountFetch stopped working

[Santiago DIEZ]

Hi,

We've been happily using OTRS 5.0.20 on Debian 8.8 for 6 month now.

We've made no change at all (it's only 3 of us) to the config but last
night, the program stopped fetching emails.

I can still manually fetch emails going to
otrs/index.pl?Action=AdminMailAccount and clicking on [Fetch mail] but
it only download 10-15 at a time.

The cron was set as follow (on July 20th) :
Daemon::SchedulerCronTaskManager::Task###MailAccountFetch
- Function = Execute
- MaximumParallelInstances = 1
- Module = Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch
- Schedule = * * * * *
- TaskName = MailAccountFetch

There is NO error message in otrs/index.pl?Action=AdminLog.

I've tried the following :

1) Restart daemon > No luck
sudo -u otrs /opt/otrs/bin/otrs.Daemon.pl stop
sudo -u otrs /opt/otrs/bin/otrs.Daemon.pl start

2) Empty the cache > No luck
sudo -u otrs /opt/otrs/bin/otrs.Console.pl Maint::Cache::Delete

3) Restart daemon and mysql and empty the cache > No luck
sudo /opt/otrs/bin/Cron.sh stop otrs
sudo -u otrs /opt/otrs/bin/otrs.Daemon.pl stop
sudo /etc/init.d/mysql stop
sudo -u otrs /opt/otrs/bin/otrs.Console.pl Maint::Cache::Delete
sudo /etc/init.d/mysql start
sudo /opt/otrs/bin/Cron.sh start otrs
(the daemon restarted automatically after a few minutes)

What else can I do?

Regards
-------------------------
Santiago DIEZ
Quark Systems & CAOBA
23 rue du Buisson Saint-Louis, 75010 Paris
-------------------------
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[Jens Köhler]

Hi,

did you try to execute this command in directory /opt/otrs/bin/ ?

su -c "./otrs.Console.pl Maint::PostMaster::MailAccountFetch --force-pid" -s /bin/bash otrs



-----Ursprüngliche Nachricht-----
Von: otrs [mailto:otrs-b...@lists.otrs.org] Im Auftrag von Santiago DIEZ
Gesendet: Dienstag, 5. Dezember 2017 11:43
An: OTRS LIST
Betreff: [otrs] MailAccountFetch stopped working

[Santiago DIEZ]

Hi,

No I haven't tried it (or too late). Here is how I solved the problem.

# Show the current OTRS processes:
cat << EOF | sudo mysql otrs -vvv
SELECT process_name
, process_id
, process_host
, FROM_UNIXTIME(process_create) process_create
, FROM_UNIXTIME(process_change) process_change
FROM process_id
EOF

# There was one FetchMail process stuck for 24h :
+-------------------------------------+------------+--------------+---------------------+---------------------+
| process_name | process_id | process_host |
process_create | process_change |
+-------------------------------------+------------+--------------+---------------------+---------------------+
| Maint::PostMaster::MailAccountFetch | 14352 | santiago-01 |
2017-12-04 07:09:02 | 2017-12-04 07:09:02 |
+-------------------------------------+------------+--------------+---------------------+---------------------+

# I tried to kill it:
sudo kill 14352

# But it wouldn't die, so I insisted:
sudo kill -INT 14352

# And that solved the problem.

-------------------------
Santiago DIEZ
Quark Systems & CAOBA
23 rue du Buisson Saint-Louis, 75010 Paris
-------------------------

[Marco Ferreira]

Hi,

Try this

./otrs.Console.pl Maint::PostMaster::MailAccountFetch --force-pid

Marco

-----Original Message-----
From: otrs [mailto:otrs-b...@lists.otrs.org] On Behalf Of Santiago DIEZ
Sent: 5 de dezembro de 2017 12:27
To: User questions and discussions about OTRS.
Subject: Re: [otrs] MailAccountFetch stopped working

Hi,

> "./https://linkprotect.cudasvc.com/url?a=https://otrs.Console.pl&c=E,1
> ,0OAIYqEKpKRR96GGHuFawFimDFjnyk4AYggkyggApI756dQ3dSbDrfynPe-ZGB-TL2emh
> sJ27TG7A9bV9NCFBMWZ41ICQIj0Wb8iZWqFi0k_Ag,,&typo=1

> Maint::PostMaster::MailAccountFetch --force-pid" -s /bin/bash otrs
>
>
>
> -----Ursprüngliche Nachricht-----
> Von: otrs [mailto:otrs-b...@lists.otrs.org] Im Auftrag von Santiago
> DIEZ
> Gesendet: Dienstag, 5. Dezember 2017 11:43
> An: OTRS LIST
> Betreff: [otrs] MailAccountFetch stopped working
>
> Hi,
>
> We've been happily using OTRS 5.0.20 on Debian 8.8 for 6 month now.
>
> We've made no change at all (it's only 3 of us) to the config but last
> night, the program stopped fetching emails.
>
> I can still manually fetch emails going to

> otrs/https://linkprotect.cudasvc.com/url?a=https:////index.pl%3fAction
> %3dAdminMailAccount&c=E,1,TdCSguF5-iVTxRje20_z93GZTexmxXR2dS6f_S3XYSmNpR56VrgvOvRt9GhkkT1ML8sbHK0SPjHXG1zHbF2SV_MRk7rq-QXbJGOg6yH09n4ZLM1qxg,,&typo=1 and clicking on [Fetch mail] but it only download 10-15 at a time.

>
> The cron was set as follow (on July 20th) :
> Daemon::SchedulerCronTaskManager::Task###MailAccountFetch
> - Function = Execute
> - MaximumParallelInstances = 1
> - Module =
> Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch
> - Schedule = * * * * *
> - TaskName = MailAccountFetch
>
> There is NO error message in

> otrs/https://linkprotect.cudasvc.com/url?a=https:////index.pl%3fAction
> %3dAdminLog.&c=E,1,NhUWxz_U4pEOTO_M9ZrJTfC_IZOQJ6ET-LcRD0UWhTb4CLTqwno
> X0t0v3b8s1pB_XcZlRBVCoyOcXzxy42fsiHW76yQPoxRwaVti1Fk5QGBh164,&typo=1

>
> I've tried the following :
>
> 1) Restart daemon > No luck
> sudo -u otrs

> /opt/otrs/bin/https://linkprotect.cudasvc.com/url?a=https://otrs.Daemo
> n.pl&c=E,1,9H3YlO6mlyqjauTuMC0MLnoB_iehg6h19bgC8208OHniNPcPCWjLWQLgNn8
> d7VeyjEh7jVOjwPLaZLkwBxqj7wNjZ7OOdnoeBRIi4BeX89sjYw07hw,,&typo=1 stop
> sudo -u otrs
> /opt/otrs/bin/https://linkprotect.cudasvc.com/url?a=https://otrs.Daemo
> n.pl&c=E,1,J9A8bzW8tbowRL2yrrFuB2aF89aK1om6Kt8BLSGUg7ZJJBumm2P4yZUiJ6M
> Lu59gbcTSdJ7kb3KFEI_B_3ImZ9br0OFu106nhrtmPXANjF1PorraQhW6sw,,&typo=1

> start
>
> 2) Empty the cache > No luck
> sudo -u otrs

> /opt/otrs/bin/https://linkprotect.cudasvc.com/url?a=https://otrs.Conso
> le.pl&c=E,1,RRlBx826jwp_3sSnG-F8n8xx31mn6twBL-p59bYIkMouKz-gSnT-b8s9NY
> t7XhMFlYqV4Jl46wIAfoKDrew4pGj6tR8ok6peEtAJBQ05zw,,&typo=1

> Maint::Cache::Delete
>
> 3) Restart daemon and mysql and empty the cache > No luck sudo

> /opt/otrs/bin/https://linkprotect.cudasvc.com/url?a=https://Cron.sh&c=
> E,1,y8z4mjDzqq0-cUEg2iEfpac7J3XheOYwuScOU1dkQq22-He5NWzESaBC6Oy1VU59Vb
> pDQasHxyBfnCAM1RGNt8fWpjWikyOKYPGbZ5izOPfthqiaaA,,&typo=1 stop otrs
> sudo -u otrs
> /opt/otrs/bin/https://linkprotect.cudasvc.com/url?a=https://otrs.Daemo
> n.pl&c=E,1,jq_mO3Kg0jTYZkGfcr7PsHkKlaItE3ZIcRmHpldN09ndCD00RIbnZZpPwXJ
> a99rOv6yOM0c9eBrq1xxCswcvVakxMuwfv78cMOr0oqGE74VVuqYB3GY,&typo=1 stop

> sudo /etc/init.d/mysql stop sudo -u otrs

> /opt/otrs/bin/https://linkprotect.cudasvc.com/url?a=https://otrs.Conso
> le.pl&c=E,1,q5t-USYhZhTqy5XFN1F2-TjUiH3fRx3bmx9pQrpXDJzd_EC-FigAFdGQ0f
> VVJzdHaX00IJOh9VT7LbYiErFDRyBe88wj8QoEd47V7Vc,&typo=1

> Maint::Cache::Delete sudo /etc/init.d/mysql start sudo

> /opt/otrs/bin/https://linkprotect.cudasvc.com/url?a=https://Cron.sh&c=
> E,1,1nzSqR6YEHwF-sA5RMX-c7GoRCWhlyou0JqUhVUaPshfSN4B6Mq3K2b2Kdj-cOtV58
> _knyoE2tHdNktjA8ABwSfRH4nHpQ73iBDWUw4fKEXY0HR-YA,,&typo=1 start otrs

> (the daemon restarted automatically after a few minutes)
>
> What else can I do?
>
> Regards
> -------------------------
> Santiago DIEZ
> Quark Systems & CAOBA
> 23 rue du Buisson Saint-Louis, 75010 Paris
> -------------------------
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[Carlos Rodríguez]

Hi Santiago,

the OTRS Daemon has its own log as its a detached process, please take a look at var/log/Daemon from your OTRS directory, you might get more information there.

((enjoy))

Carlos Rodríguez

[Santiago DIEZ]

Thanks Carlos, that was helpful.

-------------------------
Santiago DIEZ
Quark Systems & CAOBA
23 rue du Buisson Saint-Louis, 75010 Paris
-------------------------