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 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

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

Hi Rene Ryhner ,

Based on your description, I am assuming you are hosting Sugar on servers you have access to. If that is an accurate assumption, I recommend first setting the logging level of Sugar to 'Debug' which can be found under Admin > System Settings. Leave it in that logging level until the inbound email scheduler attempts to run again. Once the scheduler runs, set the logging level back to 'Fatal' to prevent unnecessary logs from generating. Inspect the sugarcrm.log file found in the root directory of your Sugar instance and search for the fatal message you cite in your post. If you scan through the content before that fatal message, you should see some more verbose output around the attempt to connect to the mailbox. Please remove any sensitive information related to that connection attempt and share the log output. I'll see if I can help further once seeing that content.

Please also share the operating system of the server that hosts Sugar.

Thanks!

Chris