Inbound Email Not Working Getting Logs Error -could not get an IMAP connection resource for/ failed in CRON run

Hi Manish kumar,

I have some additional questions to better understand why you may be receiving the error and identify potential ways to troubleshoot:

• What type of mail account is this? (Outlook 365, Google Workspace, self-hosted Exchange, etc.)
• Where is your Sugar instance hosted? (SugarCloud, third party cloud provider, self-hosted) If it is not SugarCloud, do you have access to the command line of the server hosting Sugar?
• When was mail last successfully retrieved from the mailbox?
• Do you have any other services (inboxes or SMTP setups) configured with this mail server? If so, are they all experiencing problems?

Hi Manish kumar,

I have some additional questions to better understand why you may be receiving the error and identify potential ways to troubleshoot:

• What type of mail account is this? (Outlook 365, Google Workspace, self-hosted Exchange, etc.)
• Where is your Sugar instance hosted? (SugarCloud, third party cloud provider, self-hosted) If it is not SugarCloud, do you have access to the command line of the server hosting Sugar?
• When was mail last successfully retrieved from the mailbox?
• Do you have any other services (inboxes or SMTP setups) configured with this mail server? If so, are they all experiencing problems?

Hi Chris Raffle.

• Where is your Sugar instance hosted? (SugarCloud, third party cloud provider, self-hosted) If it is not SugarCloud, => Hosted On premises AWS  
• do you have access to the command line of the server hosting Sugar?
  => Yes I have Access
  
  
• When was mail last successfully retrieved from the mailbox?
  ==> 5th Of November 2022
  Note-from 2020 to till it is working without any issue.
  
  
• Do you have any other services (inboxes or SMTP setups) configured with this mail server? If so, are they all experiencing problems?
  
  ==>Yes Outbound email We are Using SMTP Its working Fine.
  
  
  Thanks

Hi Chris,

We have exactly the same problem as Manish describes. The error message is also the same.

"Mon Nov  6 17:30:06 2023 [14464][1][FATAL] SCHEDULERS: could not get an IMAP connection resource for ID [ 82ec300e-bca7-11e7-94a4-005056885384 ]. Skipping mailbox [ Case compose email cc ]."

We upgraded from V11.0.3 to V13.0.0 a couple months ago. Since then the problem occurs. But nobody was really bothered, until a few days ago.

We connect to an "Other" Email Provider. In our case this is a self hosted Exchange solution. It is an IMAP connection via SSL. The server address and port are entered correctly, and the settings can be successfully verified with "Test Settings".

Do you have any idea what this could be?

Thank you for giving this a quick skim.

Rene