Support

Hello,

but the ticket is created? Only the contents are missing?

mhm... I'll have to connect to your site to review your settings.

I have made this ticket private so that only you and me can see the information posted here.

Please provide me with the following information:

1. The URL to your site's administrator login page
2. Super User username and password
3. FTP connection information

Please allow up to one business day (GMT+2 timezone) for me to log in to your site and debug this issue. When I'm done I will post back. Once the issue is fixed, you can revoke my access e.g. by changing the Super Administrator and FTP passwords.

IMPORTANT INFORMATION
In order for me to help you fast and accurately, please provide the information by copying the form below, paste it into your reply and fill in the information:

----- Access Information Form -- START -----
Super Administrator access

• URL to site's administrator page (e.g. http://www.example.com/administrator?foobar):
• Super User username:
• Super User password:

FTP connection information

• FTP methods supported (e.g. FTP, FTPS, SFTP):
• FTP Hostname:
• FTP Username:
• FTP Password:
• FTP Port (if other than 21 for FTP and 22 for SFTP, ask your host):

----- Access Information Form -- END -----

Please make sure that you have tested the Super Administrator connection using a different browser or machine than the one you are using daily. Double check that logging in is possible and that the user has Super User privileges, i.e. it's not a regular Administrator. Make sure that your site does not block whole countries or IP ranges which would make it impossible for me to log in / connect by FTP. Finally, please do make sure that the FTP connection works and that logging in to it I have access to your site's files.

Kindly note that your site connection information and your site content is handled in strict confidence. Not only we are a reputable development company, we are also bound by law (EU GDPR) to do so. After you file your reply, the connection information to your site will be stored in an encrypted, hidden storage area on our site and will be automatically deleted when this ticket is closed. Finally keep in mind that the people providing support to you are the same developers who wrote the software you're using on your site.

Looking at the log, it seems the there are no emails that should be processed. The email being sent to that address are still unread or someone/something marks them as read?

The things is: we look for unread emails. If there is something that is marks the emails as read, we simply skip over them.

So, can you please send an email to that address with the correct email sender and let the plugin run? In this way I can check what's happening inside the log.

Moreover, can you please create (or associate to an existing user with the correct privileges) my email? [email protected]

In this way I can send test emails and triple check if everything is working as expected.

Hello,

I have copied your email data and run the code locally, connecting to your email system:

 [INFO] Current memory usage : 20.1 MB                                                                                  

 [INFO] Beginning checking for emails                                                                                   

 [INFO] Attempting to connect to mail server                                                                            

 [INFO] Checking for unread email sent after Sun, 16 Jun 2024 15:11:29 +0200                                            

 [INFO] <CABjUVjUxdXGopNsApe_3qxcTdebMGGdGZeuJsoVjS9i-CtDugQ@mail.gmail.com>. Davide Tampellini <[email protected]>    

        — test ticket 

I ran the code immediately, after a few seconds. As you can see everything works fine. As previously written, we check only for unread emails, is there anything that marks them as read? Someone else is downloading the emails using a desktop client? 

Well, no ticket has been create because I ran the code from localhost, reading the mail box from my local computer.

How are you triggering the fetchmail cron job?

Can you please try to disable it? I'm going to manually trigger it using the frontend feature and check if the ticket gets created.

We did not change anything in the code since months ago, the thing that it stopped working all of sudden is a sign of something happening outside ATS code.

Moreover, as I shown you with the log pasted above, I was able to retrieve the email from your email server, when I connected to it from my local machine. All these things seems to point to something changed inside the server configuration (both your site or the email one). Maybe your site IP got inside some blacklist and the access has been "shadowed" (ie user can login, but no data is returned to discourage a potential attacker)? Or maybe your host put in place some kind of cache, so we do not get an updated list of emails?