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OTRS POP3 Cannot connect...

Tony Upson's picture

For the last year, my POP3S settings have been working as intended; up until the middle of November 2017. I didn't even realize it until I manually opened my Help Desk mailbox and saw that I had over 100 unread/pop3 messages show up in my Help Desk Mailbox within Exchange 2013 (CU18).

I went and looked at my PostMaster Account and it is valid with all the correct information still. But it will not connect.

I removed and readded the account, with the same issue. I have searched this error and random options/solutions didn't help my issue. 

The only updates to this appliance (and/or changes) since deployment that have occurred are the defaulted auto-updates applied to the appliance. 

The appliance can ping my mail server just fine and my domain controller just fine. There is no firewall in between the mailhost and the appliance, so that isn't the issue either.

I have another environment with the same versions of the appliance and Exchange, and that one is working as intended. 

Help!

This is the error I receive:

Backend ERROR: OTRS-CGI-16 Perl: 5.20.2 OS: linux Time: Wed Jan 3 13:31:25 2018 Message: POP3S: Can't connect to host.upson.cc RemoteAddress: 127.0.0.1 RequestURI: /otrs/index.pl?Action=AdminMailAccount;Subaction=Run;ID=1;ChallengeToken=75PMxsgD62kG6nLNOSzZNGEsNrYAYDqE; Traceback (1463): Module: Kernel::System::MailAccount::POP3::Fetch (OTRS 3.3.18) Line: 138 Module: Kernel::System::MailAccount::MailAccountFetch (OTRS 3.3.18) Line: 450 Module: Kernel::Modules::AdminMailAccount::Run (OTRS 3.3.18) Line: 62 Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.3.18) Line: 914 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 40 Module: (eval) (v1.99) Line: 207 Module: ModPerl::RegistryCooker::run (v1.99) Line: 207 Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 173 Module: ModPerl::Registry::handler (v1.99) Line: 32

Jeremy Davis's picture

From what I can see, the issue is that it is failing to connect to a server named host.upson.cc. It appears that that is currently set up as the current (OTRS) machine (127.0.0.1 = loopback on local computer).

If the OTRS machine is host.upson.cc, then I assume that you set it up to use Postfix as a mail relay? If that's the case, then I suspect that Postfix has crashed or stalled fro some reason. Hopefully the postfix logs may assist there.

If host.upson.cc is the mailserver you are trying to connect to, then it looks like your config is wrong (if it has been working, then someone must have changed it!). As noted above, currently your server is trying to connect to itself!

Hopefully that gives you some ideas for further troubleshooting. If you want some more input, please provide a bit more info on how have set it up (e.g. your email config, whether you are using Postfix as a relay, or connecting direct from OTRS).

It may also be worth comparing the working one and the non-working one (services running, config files, etc).

Good luck!

Tony Upson's picture

No host.upson.cc is my Microsoft Exchange 2013 server. (i obviously changed the actual name for privacy purposes.) but i added the PostMaster account domain\user + password + host.upson.cc as the Mail Server and POP3 as the service.

This has been working like i mentioned earlier for the last year, but no longer works. 

I temporarily changed the service to IMAPS and its pulling the e-mails in, but I would rather use the POP3S service. The service is running on the Exchange server and functions within a mobile device and/or Outlook client as intended, which means from the Exchange Server/DNS/Port options, it functions.

I tried to use the IP Address versus DNS and that didn't help. I have another appliance that has identical configuration(s) that also talks to the same Exchange Server and POP3S works. So I am puzzled.

Config --> OTRS is fetching e-mails sent to a Exchange Mailbox via POP3S/IMAPS every 5 minutes and auto generates a ticket if a message was found.

- Tony

Network Engineer

Federal Gov't

Tony Upson's picture

and my apologies, i just noticed i changed the remoteaddress to 127.0.0.1 (to also protech the privacy of my network). the IP address there is of the client system i am within the GUI Management with.

 

- Tony

Network Engineer

Federal Gov't

Tony Upson's picture

I just performed a test with Gmail. It successfully connected to Gmails POP3S without any issues. So it doesnt appear to be any issues with the appliance talking on POP3S - but specifically with my Mail Servers POP3 services.

This is very strange. 

- Tony

Network Engineer

Federal Gov't

Tony Upson's picture

RESOLVED: https://support.microsoft.com/en-us/help/3025138/users-cannot-connect-to...

Apparently, after a cumulative update, the PopProxy status was "Inactive" thus caused this issue. Manually activating it resumed my POP3S access via appliance.

Joy!

- Tony

Network Engineer

Federal Gov't

Jeremy Davis's picture

Sorry I wasn't much help, but fantastic to hear that you worked it out!
Tony Upson's picture

I appreciate your prompt follow-ups. Very helpful techie!

- Tony

Network Engineer

Federal Gov't

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