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Shared Mailbox - Not updating


PeterL
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Hello we have two shared mailboxes, one is updating fine and emails are being processed within hornbill but the other mailbox has randomly stopped working. I have rebuilt the mailbox and tested connection and all sems ok but i am getting the below error within the logs:

17468 17/10/2019 16:55:44 error comms 8324 There were problems whilst processing an IMAP4 mail import for mailbox: Customer Services.
17467 17/10/2019 16:55:44 error system 8324 ChilkatLog: SelectMailbox(47ms): DllDate: Mar 18 2019 ChilkatVersion: 9.5.0.77 UnlockPrefix: QHRNBLIMAPMAILQ Architecture: Little Endian; 64-bit Language: Visual C++ 2015 / x64 VerboseLogging: 1 mailbox: Inbox selectMailboxInner(47ms): mailboxPath: Inbox separatorChar: . Escaping quotes and backslashes in mailbox name... utf7EncodedMailboxPath: Inbox ImapCmdSent: aaac SELECT "Inbox" getCompleteResponse(47ms): ImapCmdResp: aaac BAD Request is throttled. Suggested Backoff Time: 204172 milliseconds --getCompleteResponse isOK: serverResponse: aaac BAD Request is throttled. Suggested Backoff Time: 204172 milliseconds --isOK --selectMailboxInner Failed to select/examine mailbox mailbox: Inbox imapSelectResponse: aaac BAD Request is throttled. Suggested Backoff Time: 204172 milliseconds Failed. --SelectMailbox --ChilkatLog
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@PeterL

It looks like the mail server is applying restrictions on the frequency of 'Get' requests on the mailbox, hence the " Request is throttled" message, to protect itself.

Whilst checking out the source mail server settings, you could increase the mail.importer.pollinterval to 240 seconds (4 mins) to avoid the frequency throttling to see if that alleviates the issue.

image.thumb.png.513223a75eea7e8107e3e5fa224a5bd4.png

Cheers

Martyn

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@Martyn Houghton
Hello,
Thanks for the response i have tried that and it worked four a couple hours but now both mailboxes have stopped importing and the following error is displayed:

 

22960 18/10/2019 16:06:10 error comms 7156 Unable to properly terminate the session with the IMAP4 server, the messages may not have been deleted properly form the server.
22959 18/10/2019 16:06:10 error comms 7156 There was a problem reading message [19] from the server. Error (ChilkatLog: FetchSingle: DllDate: Mar 18 2019 ChilkatVersion: 9.5.0.77 UnlockPrefix: QHRNBLIMAPMAILQ Architecture: Little Endian; 64-bit Language: Visual C++ 2015 / x64 VerboseLogging: 1 msgId: 20 bUid: 0 autoDownloadAttachments: 1 fetchSingleEmailObject: msgId: 20 isUid: 0 fetchSingleComplete: autoDownloadAttachments: 1 fetchComplete: autoDownloadAttachments: 1 fetchCompleteA: fetchCommand: aaaw FETCH 20 (FLAGS INTERNALDATE BODY[]) No socket exists for sending. Failed to send TLS message. Did not send all of the bytes. numBytesToSend: 43 numActuallySent: 0 Failed to send FETCH command ImapCommand: aaaw FETCH 20 (FLAGS INTERNALDATE BODY[]) --fetchCompleteA --fetchComplete --fetchSingleComplete --fetchSingleEmailObject Failed. --FetchSingle --ChilkatLog )
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The following errors are now being displayed our Sys Admin believes this may be something HB side of things:

 

Unable to login to the IMAP server
HornbillMailLog
Login:
  DllDate: Mar 18 2019
  ChilkatVersion: 9.5.0.77
  UnlockPrefix: QHRNBLIMAPMAILQ
  Architecture: Little Endian; 64-bit
  Language: Visual C++ 2015 / x64
  VerboseLogging: 0
  loginX:
    greeting: * OK The Microsoft Exchange IMAP4 service is ready. [TABPADIAUAAyADYANQBDAEEAMAAwADUANgAuAEcAQgBSAFAAMgA2ADUALgBQAFIATwBEAC4ATwBVAFQATABPAE8ASwAuAEMATwBNAA==]    authenticateLogin:
      loginImap:
        ConnectionType: SSL/TLS
      --loginImap
      isOK:
        serverResponse: aaab BAD Command Error. 11
      --isOK
    --authenticateLogin
  --loginX
  Failed.
--Login
--ChilkatLog----INFO----
Connecting to IMAP server at outlook.office365.com:993
----IMAP RESPONSE----
* OK The Microsoft Exchange IMAP4 service is ready. [TABPADIAUAAyADYANQBDAEEAMAAwADUANgAuAEcAQgBSAFAAMgA2ADUALgBQAFIATwBEAC4ATwBVAFQATABPAE8ASwAuAEMATwBNAA==]
----IMAP REQUEST----
aaab LOGIN "servicedesk@pamediagroup.com"
----IMAP RESPONSE----
aaab BAD Command Error. 11
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@PeterL

We use connections to outlook.office365.com for a number of mailboxes, but not come across this before. You could try using the UPN name for the account rather than the email address to see if that resolves the issues.

Also be worth checking what authentication methods you have set on you office365 tenant in case that it stopping it using the 'authenticateLogin' method.

If not then you might be best to log it a formal support incident with Hornbill if you have the appropriate success/support plan.

Cheers

Martyn

 

 

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