Cannot get emails to work at all in the system

webmaster22

Hey guys,

For some reason I cannot get emails to work whatsoever whether it be customer email to inbox for ticket submission, or responding to the email. I've tried clearing the cache and receive a DOM error, and I tried the refresh inbox code in SSH and this was the error

command: php bin/console uvdesk:refresh-mailbox email@myemail.com

"16:08:38 CRITICAL [console] Error thrown while running command "uvdesk:refresh-mailbox 'email@myemail.com'". Message: "Call to undefined function Webkul\UVDesk\MailboxBundle\Console\imap_open()" ["except ion" => Error { …},"command" => "uvdesk:refresh-mailbox 'email@myemail.com'","message" => "Call to undefined function Webkul\UVDesk\MailboxBundle\Console\imap_open()"]
{"message":"Command "uvdesk:refresh-mailbox 'email@myemail.com'" exited with code "1"","context":{"command":"uvdesk:refresh-mailbox 'email@myemail.com'","code":1},"level":100,"level_name":"DEBUG","cha nnel":"console","datetime":"2022-04-22T16:08:38.214773-05:00","extra":{}}
{"message":"Uncaught Error: Call to undefined function Webkul\UVDesk\MailboxBundle\Console\imap_op en()","context":{"exception":{"class":"Error","message":"Call to undefined function Webkul\UVDesk\Ma ilboxBundle\Console\imap_open()","code":0,"file":"/var/www/vhosts/MYDOMAIN.com/httpdocs/MYDOMAIN.com/subdomain.MYDOMAIN.com/vendor/uvdesk/mailbox-component/Console/RefreshMailboxCommand.php:93"}},"level":500,"level_n ame":"CRITICAL","channel":"php","datetime":"2022-04-22T16:08:38.215191-05:00","extra":{}}

In RefreshMailboxCommand.php line 93:

Attempted to call function "imap_open" from namespace "Webkul\UVDesk\MailboxBundle\Console"."

Emails overall at not work at all. Completely lost on how to fix this. Please advise, thanks.

peopleinside

@webmaster22 Hi and welcome in the community!
Try to see if something help you here: How to debug errors and email fetching errors

A reply from developers can take time in the free limited support community.
in this article you can find links to other forum topics and how to resolve mail fetching issues.

What version of PHP and UVdesk are you using?
Be sure to use an updated and supported PHP version.

webmaster22

@peopleinside Hey my friend,

thanks for the update. I actually tried this before submitting and it didnt work

peopleinside

@webmaster22 In this case you have to wait a reply from developers.
Seems you forget also to reply fully to my previous message so, please, be sure to have not skipped something of important on links I give to you.

What version of PHP and UVdesk are you using?

This never get an answer from you and I asked in my previous message.
As you skip this, you can have skipped also important things on links given.

webmaster22

@peopleinside Hi, thanks for the quick response and sorry didnt see your question about the php version. I did try the link and came across it before your message and that command and article didnt work for me.

I tried both php 7.4 and php8. I reinstalled the software all over again because when I set it up before, I skipped the mailparse error the first time and installed anyway. I decided to reinstall and make sure mailparse is installed this time around. Upon checking online, mailparse does not work for any php past 7.2, which now I am confused about because you guys mentioned uvdesk works with php 8, but how can it if mailparse does not work on php 7.4 or php 8. Im assuming my emails arent working because mailparse is not installed.

Please advise, thanks!

peopleinside

@webmaster22 sure, you cannot have mail working without mailparse.
And yes, UVdesk works with PHP 8.0 and PHP 8.1

What operative system are you using?
You need be able to install mailparse and pass with all green checks the wizard checks when you install UVdesk.

webmaster22

@peopleinside Hi there,

thanks for the update. I am using ubuntu 20.04.4 and the latest Plesk control panel. When I try to install mailparse on the php 8 with the command:

/opt/plesk/php/8.0/bin/pecl install mailparse

here are the results

creating libtool
appending configuration tag "CXX" to libtool
configure: patching config.h.in
configure: creating ./config.status
config.status: creating config.h
running: make
/bin/bash /tmp/pear-build-rootQ60Hfg/mailparse-3.1.3/libtool --mode=compile cc  -I. -I/tmp/mailparse -DPHP_ATOM_INC -I/tmp/pear-build-rootQ60Hfg/mailparse-3.1.3/include -I/tmp/pear-build-rootQ60Hfg/mailparse-3.1.3/main -I/tmp/mailparse -I/usr/include/php/20190902 -I/usr/include/php/20190902/main -I/usr/include/php/20190902/TSRM -I/usr/include/php/20190902/Zend -I/usr/include/php/20190902/ext -I/usr/include/php/20190902/ext/date/lib  -DHAVE_CONFIG_H  -g -O2   -c /tmp/mailparse/mailparse.c -o mailparse.lo
mkdir .libs
 cc -I. -I/tmp/mailparse -DPHP_ATOM_INC -I/tmp/pear-build-rootQ60Hfg/mailparse-3.1.3/include -I/tmp/pear-build-rootQ60Hfg/mailparse-3.1.3/main -I/tmp/mailparse -I/usr/include/php/20190902 -I/usr/include/php/20190902/main -I/usr/include/php/20190902/TSRM -I/usr/include/php/20190902/Zend -I/usr/include/php/20190902/ext -I/usr/include/php/20190902/ext/date/lib -DHAVE_CONFIG_H -g -O2 -c /tmp/mailparse/mailparse.c  -fPIC -DPIC -o .libs/mailparse.o
/tmp/mailparse/mailparse.c:33:2: error: #error The mailparse extension requires the mbstring extension!
   33 | #error The mailparse extension requires the mbstring extension!
      |  ^~~~~
make: *** [Makefile:196: mailparse.lo] Error 1
ERROR: `make' failed

it says mbstring not found, which is false. It seems the version that i have installed is 3.0.4+2.1.7 . Not sure why when doing apt update it isnt giving me an update for the package.

I finally got the php 7.4 mailparse installed and error gone, but I prefer Php 8+ as 7.4 is older and will be phased soon.

Please advise, thanks so much.

peopleinside

@webmaster22 on Plesk this may be the steps:

sudo apt-get install plesk-php80-dev
/opt/plesk/php/80/bin/pecl install mailparse

Now you need enable the extension adding the following string into php.ini
extension=mailparse.so

Remember also that when you run composer on Plesk is used PHP 7.4 by default.
For run composer on PHP 8.0 this should be the command:
/opt/plesk/php/8.0/bin/php /usr/lib/plesk-9.0/composer.phar

More info can be maybe found here: https://support.plesk.com/hc/en-us/articles/115001707605-How-to-run-Composer-with-Plesk-PHP

webmaster22

@peopleinside Hi there

Thanks for the update. So this worked as far as installation, but emails still are not working for any version of php such as 7.4, 8 and 8.1. I've confirmed that mailparse has been installed successfully based on checking extensions in PHP info settings. Upon checking command line I discovered a few things:

When I initiated the clear cache command even with the php 8.0 option you sent below for plesk, it crashed the site into a 500 error. This happened previously before this modification you sent and before I reached out for support. For some weird reason I cannot see logs on plesk to see what the error is as it doesnt show anything. In order for me to fix it id have to reinstall it, or it eventually ends up restarting to re-install itself so I re-entered the database and logins and chose not to create new database entries. I was able to get in like normal as if nothing happened and all settings and configuration was there except email settings.
After I entered the email config again I was getting the following errors:

Command bin/console uvdesk:refresh-mailbox email@myemail.com <- This was ran in the main folder of uvdesk where bin is

 1. Processing uvdesk mailbox configuration.

 2. Opening imap stream...

In RefreshMailboxCommand.php line 93:

  Attempted to call function "imap_open" from namespace "Webkul\UVDesk\Mailbo
  xBundle\Console".


uvdesk:refresh-mailbox [-t|--timestamp TIMESTAMP] [--] [<emails>...]

Another thing I tried was updating composer to see if that would fix the issue, Here is the outcome:

Command: /opt/plesk/php/8.0/bin/php /usr/lib/plesk-9.0/composer.phar update <-- Output was too long to post here

'/var/www/vhosts/mywebsite.com/httpdocs/mywebsite.com/help.mywebsite.com/var/cache/dev/twig/06/06559dad60d38ce76f39f62b015309198420b5a9ce87230237d5b154791df8c2.php'; protected $line = 444; private array ${Error}trace = [...]; private ?Throwable ${Error}previous = NULL }], $filter = *uninitialized*) /var/www/vhosts/mywebsite.com/httpdocs/mywebsite.com/help.mywebsite.com/vendor/symfony/monolog-bridge/Formatter/ConsoleFormatter.php:198
!!  PHP  25. Symfony\Component\ErrorHandler\DebugClassLoader->loadClass($class = 'Symfony\\Component\\VarDumper\\Cloner\\Data') /var/www/vhosts/mywebsite.com/httpdocs/mywebsite.com/help.mywebsite.com/vendor/symfony/var-dumper/Cloner/AbstractCloner.php:297
!!
Script @auto-scripts was called via post-update-cmd

I've confirmed that IMAP is installed as an extension. Also, my email settings is setup as IMAP, and I am using my own email dns mail.mywebsite.com. I am also using lets encrypt for the uvdesk domain and mail server. My settings that work on email software is

Incoming - SSL/TLS Port 993
Outgoing - SSL/TLS Port 465

Email ID is support@mydomain.com, which works fine in my email software with the settings above.

Not sure what to do here.

Please advise, thanks so much.

EDIT: After testing a ticket submission after the updates, I now receive the error "Warning ! Swiftmailer not working. An error has occurred while sending emails!"

peopleinside

@webmaster22 I'm sorry to read about all issues you are encountering.
If you run the command for fetch email from root you can generate issues. The command should be not run as root... from my test. If is done by root than when you clear cache you can get errors, usually that errors are because permission folder inside UVdesk change to root so this broke UVdesk. You need set again folder correct group to be not root. This is my experience, don't know if is the issue you are facing.

I'm not part of the UVdesk team and I'm not a developer but a passionate user that helps on the forum.

Set email fetching is not easy, this is why you can find, at the start of this topic, links that help to diagnose and resolve fetch email issues.

UVdesk are available also hosted here: https://www.uvdesk.com/en/pricing/

webmaster22

@peopleinside Hi my friend,

Thanks for the consistent update and support. I really do appreciate your help, this has been non-stop stressful for the past 2-3 days. Now I think I am at a halt because composer is updated in Plesk and packages for uvdesk may no longer work because of me updating composer, and there is no way to roll it back from my understanding. UVDesk is such a good functional software. Id go with the hosted one on their site, but our company usually hosts their own software for privacy reasons and to own and solely access confidential information that should not be accessible to anyone. I think because of this dead end, I give up and am going to go with another software such as freescout with the knowledgebase feature. Its not as functional, but it will get the work done for now and is self hosted. We've had no issues using it. I think the team at UVDesk should change the structure of the software and the packages it uses because its difficult to setup for control panels from what I see.

Thank you so much for the help and support. Hopefully you have a great weekend.

peopleinside

@webmaster22 said in Cannot get emails to work at all in the system:

Now I think I am at a halt because composer is updated in Plesk and packages for uvdesk may no longer work because of me updating composer,

I'm also on Ubuntu and Plesk and I use composer 2.0 latest version so I don't think the issue is updating composer. Composer should/must be updated!

UVDesk is such a good functional software. Id go with the hosted one on their site, but our company usually hosts their own software for privacy reasons and to own and solely access confidential information that should not be accessible to anyone.

Yes... umh I'm not into business but I host the UVdesk by myself for that reason and also because I cannot pay a plan.

@webmaster22 said in Cannot get emails to work at all in the system:

We've had no issues using it. I think the team at UVDesk should change the structure of the software and the packages it uses because its difficult to setup for control panels from what I see.

Yes maybe not easy but I know some other software, help desk too that I'm not able to install because is harder and harder.

@webmaster22 said in Cannot get emails to work at all in the system:

Thank you so much for the help and support. Hopefully you have a great weekend.

It's my pleasure, have an happy week end too

Solved Cannot get emails to work at all in the system