Mail retrieval error

bastien · 1 Sept 2023, 10:10

Hello,
We are deploying the Uvdesk solution for the first time.
We're having a problem retrieving emails.

The error message is as follows:

We don't see any errors in the logs, only warnings.

The UVDESK version is "uvdesk-community-v1.1.3".
The PHP version is 8.0

Can you help us?

bastien · 4 Oct 2023, 13:55

@peopleinside
Thank you for this new answer.
I've changed the settings as you suggest.

And you've put me on the right track!
The call to the API is not made on HTTPS, despite the redirection...

So in my case it's a problem with the HTTP server settings!

And it works with Zimbra too.
But for the moment only in HTTP.

Komal Sharma · 1 Sept 2023, 13:56

@bastien ,

Let us know, which email service you are using gmail, yahoo, smtp/imap and also please share a screenshots of the swiftmailer, mailbox, and email settings.

Kind Respects
Uvdesk Team

bastien · 1 Oct 2023, 06:34

@Komal-Sharma
thank you very much for your feedback.
We use an IMAP connection (Zimbra server).
Here are the requested captures:

peopleinside · 1 Oct 2023, 06:34

@Komal-Sharma any update here?

bastien · 3 Oct 2023, 06:42

Hello,
We still need your expertise and help.
We're stuck on the same point with the same error message.
Thank you in advance for your reply.

peopleinside · 3 Oct 2023, 07:01

@bastien I'm sorry to see this issue still never get an answer. Let's continue to wait, I really cannot do more but it's good that you updated again the discussion here.

@Komal-Sharma seems this issue can be already reported in the past but user left the discussion so was not resolved: https://forums.uvdesk.com/topic/2132/an-unexpected-error-fetching-email.

I tried to Google the error but I'm unable to find, at the moment, other suggestion that say.. someone seems has already reported this issue.

Komal Sharma · 3 Oct 2023, 13:34

@bastien said in Mail retrieval error:

We use an IMAP connection (Zimbra server).

Can you please share your imap details so that we can check it.

We are suggest to you, once you can try with any gmail account. You are facing the same error with gmail or not. Because we have not tested with zimbra email service.

Kind Respects,
Uvdesk Team

bastien · 3 Oct 2023, 16:35

@Komal-Sharma
Thank you for your reply.
What IMAP details do you need?

I'm going to create a Google account and do a test as requested.

peopleinside · 3 Oct 2023, 16:39

@bastien remember with Google you may need generate and use an app password https://support.google.com/mail/answer/185833?hl=en

bastien · 4 Oct 2023, 06:38

Hello,
good news or bad news?
I'm getting the same error message with a Google account...

What can I do?
Thanks.

peopleinside · 4 Oct 2023, 11:17

@bastien @Komal-Sharma the issue can be the site url in the UVdesk configuration file?

I see the domain has the public folder showed in the address (latest screenshot posted)

In my install I have removed the public folder from the web address but if you have maybe you need put that also in the config file?

uvdesk/config/packages/uvdesk.yaml

Also have you tried to switch to production mode after take a full backup of your UVdesk instance?

For switch to prod you need edit the file uvdesk/.env find the line
APP_ENV=

and replace dev with prod

after that you need clean cache by going in the root uvdesk folder with SSH and using the command php bin/console c:c

bastien · 4 Oct 2023, 12:25

OK

So I changed the URL of the site by removing "public", same message...
In production, I see the same error.
(I clear the cache before each attempt)

There are "deprecation.INFO" messages.

To complete the picture:
The error occurs from a GIT and Composer installation.
This is a new installation (and the first installation).

peopleinside · 4 Oct 2023, 12:35

@bastien load your domain without the public domain doesn't load correctly so I believe you have removed the public folder in the wrong place.

What I said in my previous message was to check if also in your uvdesk/config/packages/uvdesk.yaml the public folder was present.

If you remove from there you need configure your server to not show the public folder on the address bar and when you load the domain without the public folder you need see the help desk load. Currently if I open your subdomain without the public folder, a directory list is showed.. this is not also good for security but for sure can create issue in UVdesk.

How to remove public folder and also index.php from the UVdesk URL

bastien · 4 Oct 2023, 13:55

@peopleinside
Thank you for this new answer.
I've changed the settings as you suggest.

And you've put me on the right track!
The call to the API is not made on HTTPS, despite the redirection...

So in my case it's a problem with the HTTP server settings!

And it works with Zimbra too.
But for the moment only in HTTP.

peopleinside · 4 Oct 2023, 15:07

@bastien great, I'm happy to read your issue seems resolved.
I hope you can implement soon HTTPS protocol that is much secure

Can I mark the topic as solved?
Let me know if you need future help

bastien · 4 Oct 2023, 15:19

@peopleinside
Yes, I'm OK with that ;
I think we can close this subject.
Thanks again for your time.

peopleinside · 4 Oct 2023, 15:22

@bastien great, I'm glad to hear we find a solution.
Thanks for answering back, have a good time too

peopleinside · 21 Nov 2023, 21:47

Closed this topic as is resolved.
Post that was made recently was moved to a new discussion that can be found here:
https://forums.uvdesk.com/topic/2209/issue-fetching-email

Solved Mail retrieval error