feching mail: imap_open(): Couldn't open stream

fripoll

Hi, thanks for your time:
We use uvdesk community. It suddenly stopped fetch mails and when we run manually the script return this messages

1. Processing uvdesk mailbox configuration.

2. Opening imap stream...
21:15:51 WARNING   [php] Warning: imap_open(): Couldn't open stream {outlook.office365.com:993/imap/ssl}INBOX ["exception" => ErrorException { …}]

3. IMAP stream opened.

No more steps are executed and finsh in step 3.

Credentials are ok
Network connectios are ok
Clear cache done.
Nothing in the prod logs
We also change the connection params with {outlook.office365.com:993/imap/ssl/novalidate-cert} without success.
UVdesk | V -1.0.13
We dont find more tips to try.

Are there some logs where we can view in detail this exception? ["exception" => ErrorException { …}]

Thanks and sorry about my english!

fripoll

@vipin @peopleinside Magically and suddenly, just like when it stopped working, it started receiving emails again last night. Maybe Azure had changed something.
Thanks a lot for your help.

peopleinside

@fripoll Hi and thank you for your message!
I hope your day is going well.

We can wait a developer or uvdesk staff reply, in the meantime, as we are also in the week end I want suggest this: if the email fetcher started to having issue is because of something that has changed in your server.

Have you tried to update password and configuration for all email configured in UVdesk even if password are correct? If you recently updated UVdesk this is a step that must be done.

You can also read this post: How to debug errors and email fetching errors

I hope you will be soon able to resolve that issue.

fripoll

@peopleinside hi and thanks for your answer.
We made all this steps, I think its somethink related to microsoft account beacause we didn´t do any change in uvdesk, but the error description is poor and can´t get information about the possible reason. Maybe something about tls version but this changes were made some month ago and didn´t affect our uvdesk. I hope some developer can help us with some tips.
Thanks again.

peopleinside

@fripoll are you sure the issue is not related about the two steps?
If I'm not wrong also Microsoft email support the two steps and if this is active you may need a specific password for application.

fripoll

Hi @peopleinside The security teams show me logs from azure AD where we can see corrects logins so i try to find something about php version or something else but nothing seems to have change. I found a way to get more info about the error, passing params "-vvv" and "-env dev" to refesh_mailbox command. These are the results.

with -vvv param

$ ./refresh_mailbox_uvdesk.sh

 1. Processing uvdesk mailbox configuration.

 2. Opening imap stream...
13:56:14 WARNING   [php] Warning: imap_open(): Couldn't open stream {outlook.office365.com:993/imap/ssl}INBOX
[
  "exception" => ErrorException {
    #message: "Warning: imap_open(): Couldn't open stream {outlook.office365.com:993/imap/ssl}INBOX"
    #code: 0
    #file: "./vendor/uvdesk/mailbox-component/Console/RefreshMailboxCommand.php"
    #line: 88
    #severity: E_WARNING
    trace: {
      ./vendor/uvdesk/mailbox-component/Console/RefreshMailboxCommand.php:88 { …}
      ./vendor/uvdesk/mailbox-component/Console/RefreshMailboxCommand.php:82 { …}
      ./vendor/symfony/console/Command/Command.php:255 { …}
      ./vendor/symfony/console/Application.php:952 { …}
      ./vendor/symfony/framework-bundle/Console/Application.php:87 { …}
      ./vendor/symfony/console/Application.php:273 { …}
      ./vendor/symfony/framework-bundle/Console/Application.php:73 { …}
      ./vendor/symfony/console/Application.php:149 { …}
      ./bin/console:42 {
        › $application = new Application($kernel);
        › $application->run($input);
        ›
      }
    }
  }
]

 3. IMAP stream opened.

with -env dev param

$ ./refresh_mailbox_uvdesk.sh

 1. Processing uvdesk mailbox configuration.

 2. Opening imap stream...

In RefreshMailboxCommand.php line 88:

  [ErrorException]
  Warning: imap_open(): Couldn't open stream {outlook.office365.com:993/imap/ssl}INBOX


Exception trace:
  at /var/www/uvdesk/helpdesk-project/vendor/uvdesk/mailbox-component/Console/RefreshMailboxCommand.php:88
 Webkul\UVDesk\MailboxBundle\Console\RefreshMailboxCommand->refreshMailbox() at /var/www/uvdesk/helpdesk-project/vendor/uvdesk/mailbox-component/Console/RefreshMailboxCommand.php:82
 Webkul\UVDesk\MailboxBundle\Console\RefreshMailboxCommand->execute() at /var/www/uvdesk/helpdesk-project/vendor/symfony/console/Command/Command.php:255
 Symfony\Component\Console\Command\Command->run() at /var/www/uvdesk/helpdesk-project/vendor/symfony/console/Application.php:952
 Symfony\Component\Console\Application->doRunCommand() at /var/www/uvdesk/helpdesk-project/vendor/symfony/framework-bundle/Console/Application.php:87
 Symfony\Bundle\FrameworkBundle\Console\Application->doRunCommand() at /var/www/uvdesk/helpdesk-project/vendor/symfony/console/Application.php:273
 Symfony\Component\Console\Application->doRun() at /var/www/uvdesk/helpdesk-project/vendor/symfony/framework-bundle/Console/Application.php:73
 Symfony\Bundle\FrameworkBundle\Console\Application->doRun() at /var/www/uvdesk/helpdesk-project/vendor/symfony/console/Application.php:149
 Symfony\Component\Console\Application->run() at /var/www/uvdesk/helpdesk-project/bin/console:42

uvdesk:refresh-mailbox [-t|--timestamp TIMESTAMP] [-h|--help] [-q|--quiet] [-v|vv|vvv|--verbose] [-V|--version] [--ansi] [--no-ansi] [-n|--no-interaction] [-e|--env ENV] [--no-debug] [--] <command> [<emails>...]

PHP Fatal error:  Uncaught ErrorException: Notice: Unknown: Retrying PLAIN authentication after AUTHENTICATE failed. (errflg=1) in Unknown:0
Stack trace:
#0 [internal function]: Symfony\Component\Debug\ErrorHandler->handleError()
#1 {main}
  thrown in Unknown on line 0

maybe can help us this info.

Thanks again

peopleinside

@fripoll sorry, I have no idea about this issue.
If you still never get a reply here you can open a ticket at https://support.uvdesk.com/en/customer/create-ticket/ mentioning this topic.

I will now tag also developers ( @vipin @Sanjeev ) as you are awaiting since 3 days or more. We had also the week end in the middle time.

Thank you for the patience.

fripoll

Thanks @peopleinside I'll be waiting for @vipin or @Sanjeev and trying to solve by myself in the meantime

vipin

@fripoll

which email service(outlook, gmail) are you using to fetch mails?
is your swift-mailer working fine?

fripoll

@vipin @peopleinside Magically and suddenly, just like when it stopped working, it started receiving emails again last night. Maybe Azure had changed something.
Thanks a lot for your help.

peopleinside

@fripoll thank you for your feedback!
I'm glad to read you resolved!

Enjoy UVdesk and your day.

mmasri6

Microsoft blocks IMAP Port for basic authentication. im sure the problem will rise again. to avoid this just enable MFA on your office 365 email and create an app password.

microsoft tends to do so to push all people to use the modern authentication method. ive been in your shoes.

Solved feching mail: imap_open(): Couldn't open stream

with -vvv param

with -env dev param