Mailbox Problems (FogBugz for Your Server)


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Overview

A FogBugz Mailbox collects mail from a POP3 or IMAP mailbox and pulls it into FogBugz to be opened as a new bug (or attached to an existing bug by using the case number in the subject line). If this is not working for you, please follow the checklist below to try and find the problem.

 

Checklist

  1. Check your spam folder. By default, spam cases are hidden from view. Adding “show:spam” to the search query will allow spam cases to be displayed. If you find cases are being sent to spam you may want to train the Bayesian filter more. 

  2. Double check all Mailbox settingsAccount name, Password, Mail server, and Port.

  3. Check to see if there are any Admin Notifications in FogBugz.

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    • Read any message in the Admin notification page: Error messages can give you a hint if there is any problem with the system. Example:

      The Fog Creek Maintenance Service has reported an error.-
      9/30/2019 9:07 AM (GM-04:00): A message is stuck in mailbox fogbugz.test@yoursite.com
       on server external.mailbox.com. Use Outlook Express or any other email client
      to clear this message so FogBugz can continue.

      To resolve the error above:

      1. Log in to your Email Service and mark as read all incoming e-mail or move out of the inbox folder to prevent FogBugz from attempting to download the errored email.

      2. Restart FogBugz Maintenance service to jump-start the email retrieval process.

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      3.  (Optional) Once the mail starts to flow again into the system, go back to your email client and mark emails as unread or move back to inbox the mail that was previously "stuck" and attempt to locate the email that was causing the error in the first place. Once you do, delete the message or move out of the inbox folder to prevent FogBugz from fetching it again.

  4. Check to make sure the FogBugz Maintenance Service is running.

    • On Windows servers: Check the services control panel for the “FogBugz Maintenance Service” and make sure the status says “Running”. If it is running, restart it, that may be all that’s needed.

    • On Linux/Mac servers: This is called the heartbeat.exe mono process. Log in as root and type ps -auxwww | grep heartbeat.

  5. Log onto the FogBugz web server as the FogBugz user, and verify that there are messages in the mailbox:

    • Option 1use telnet to look at the list of messages. If you are on Windows 7 or Server 2008, you will need to enable telnet.

    • Option 2: use a POP3 client such as Outlook Express or Thunderbird to log onto the email account you have specified for this FogBugz mailbox. (Be careful of the difference between POP3 and IMAP clients. Outlook is an IMAP client by default. Outlook Express is a POP3 client by default.) You must enter the exact same information as you have in step 1 above. Set this email retrieval account to leave messages on the server, then click send and receive. Can you see the list of messages on the mail server?  If you cannot see a few messages in the mailbox (and you have tried sending some test email to that address), your mail server may not be configured correctly.  Please work with the Administrator of the mailbox or mail server to configure the mailbox correctly and then continue with the checklist if necessary.

  6. If you are using MS Exchange as your POP3 server, please refer to Enable and configure POP3 on an Exchange server on Microsoft’s website. A FogBugz mailbox requires a POP3 or IMAP server.

  7. Do you have NT Authentication turned on for your site?  If so, you need to turn it off for the heartbeat.asp file. In the Internet Services Manager, select the heartbeat.asp file, choose Properties. Then turn on anonymous access in the Directory Security tab and make sure the username and password are correctly set to the FogBugz user.

  8. Do you have enough licenses?  Log in to FogBugz and click on the Licenses link in the upper right to make sure you have the correct number of licenses.

  9. Are you using Secure POP3 on Exchange? Microsoft Exchange servers have two certificates: one installed to use when someone accesses the web interface, and another that’s sent to POP3 clients. Make sure that you are using the correct certificate for the POP3 client and that your FogBugz server trusts the certificate author.

  10. Are you using SSL on your FogBugz website? Log onto the server as the FogBugz user. Bring up FogBugz in a browser. If you get a prompt about your certificate, this same prompt is being sent to the Maintenance Service (which is responsible for checking mail) except it has no way to click accept. To fix this, you will need to install the self-signed certificate as a Trusted Root Certificate Authority.

  11. Are you using MySQL as your database? Search your MySQL my.ini file for max_allowed_packet. If you find it, make sure it says: max_allowed_packet=32M If you don’t find it, add a new line at the bottom of the file that says:

    max_allowed_packet=32M

    In older versions it may look like this:

    set-variable = max_allowed_packet=32M

Looking for help with FogBugz On Demand?  Click here.

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