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Email empty
We are having an issue where external replies to conversation or new conversations that are forwarded show up as empty, when we try to show original we also get an empty page with
as the body view. The headers show up as well.
Those messages have content in them because when we go to outlook we are able to see the message.
The log does not have any parsing error or fetching errors but we are seeing this issue in 2% of the emails we receive every day. I would like to debug the issue so any pointer would help, also a workaround that doesn't involve logging to outlook every time it happens would be helpful.
I just noticed a pattern of when this occurs:
- We send out an email and the ticket number gets appended
- The reply gets registered as a new conversation with the subject showing "Re: [#number] SUBJECT"
Example email header that has an empty body
MIME-Version: 1.0 Received: from CH0PR08MB7338.namprd08.prod.outlook.com (2603:10b6:610:113::17) by CH0PR08MB7369.namprd08.prod.outlook.com with HTTPS; Thu, 5 May 2022 18:26:49 +0000 Received: from MW4PR04CA0289.namprd04.prod.outlook.com (2603:10b6:303:89::24) by CH0PR08MB7338.namprd08.prod.outlook.com (2603:10b6:610:113::17) with Microsoft SMTP Server (version=TLS1_2, cipher=TLS_ECDHE_RSA_WITH_AES_256_GCM_SHA384) id 15.20.5206.13; Thu, 5 May 2022 18:26:45 +0000 Received: from CO1NAM11FT047.eop-nam11.prod.protection.outlook.com (2603:10b6:303:89:cafe::51) by MW4PR04CA0289.outlook.office365.com (2603:10b6:303:89::24) with Microsoft SMTP Server (version=TLS1_2, cipher=TLS_ECDHE_RSA_WITH_AES_256_GCM_SHA384) id 15.20.5206.12 via Frontend Transport; Thu, 5 May 2022 18:26:45 +0000 Authentication-Results: spf=softfail (sender IP is XX.XX.X.XXX) smtp.mailfrom=client.com; dkim=none (message not signed) header.d=none;dmarc=none action=none header.from=example.com;compauth=softpass reason=201 Received-SPF: SoftFail (protection.outlook.com: domain of transitioning ersiwealth.com discourages use of XX.XX.XX.XX as permitted sender) Received: from us-smtp-delivery-127.mimecast.com (XX.XX.XX.XX) by CO1NAM11FT047.mail.protection.outlook.com (10.13.174.132) with Microsoft SMTP Server (version=TLS1_2, cipher=TLS_ECDHE_RSA_WITH_AES_256_GCM_SHA384) id 15.20.5227.15 via Frontend Transport; Thu, 5 May 2022 18:26:44 +0000 Received: from mta5.redtailtechnology.com (mta5.redtailtechnology.com [65.74.153.222]) by relay.mimecast.com with ESMTP with STARTTLS (version=TLSv1.2, cipher=TLS_ECDHE_RSA_WITH_AES_256_GCM_SHA384) id us-mta-518-cSxK2MBcNmSYSWakqG50mw-1; Thu, 05 May 2022 14:26:42 -0400 X-MC-Unique: cSxK2MBcNmSYSWakqG50mw-1 Received: from mta5.redtailtechnology.com (localhost [127.0.0.1]) by mta5.redtailtechnology.com (Postfix) with ESMTPS id 197F328AA66 for [email protected]; Thu, 5 May 2022 11:26:41 -0700 (PDT) Received: from mta5.redtailtechnology.com (localhost [127.0.0.1]) by mta5.redtailtechnology.com (Postfix) with ESMTPS id 056B928AAA0 for [email protected]; Thu, 5 May 2022 11:26:41 -0700 (PDT) Received: from smfeml03store005.redtailtechnology.com (unknown [192.168.5.105]) by mta5.redtailtechnology.com (Postfix) with ESMTP id DE45F28AA66 for [email protected]; Thu, 5 May 2022 11:26:40 -0700 (PDT) From: Jon Boe[email protected] To: [email protected] Subject: Person Thread-Topic: Person Date: Thu, 5 May 2022 11:26:40 -0700 (PDT) Message-ID: [email protected] X-Mailer: Microsoft Outlook 16.0 X-Mailer: Zimbra 9.0.0_GA_4204 (Zimbra-ZCO/8.7.10.1711 (10.0.19044 en-US) P56b4 T2d10 R2206) Thread-Index: AdhgrSy3aeaUiG6OSGqUdPLjHdtiIA== X-Mimecast-Spam-Score: 0 X-Mimecast-Originator: client.com Content-Type: multipart/related; boundary="----=NextPart_000_0252_01D8607B.5EAA4290" Content-Language: en-us Return-Path: [email protected] X-MS-Exchange-Organization-ExpirationStartTime: 05 May 2022 18:26:45.1918 (UTC) X-MS-Exchange-Organization-ExpirationStartTimeReason: OriginalSubmit X-MS-Exchange-Organization-ExpirationInterval: 1:00:00:00.0000000 X-MS-Exchange-Organization-ExpirationIntervalReason: OriginalSubmit X-MS-Exchange-Organization-Network-Message-Id: 32d7a0c7-1e2b-4f5f-673d-08da2ec4cf40 X-EOPAttributedMessage: 0 X-EOPTenantAttributedMessage: 43c89e32-6531-4509-b389-cac81750ccb9:0 X-MS-Exchange-Organization-MessageDirectionality: Incoming X-MS-PublicTrafficType: Email X-MS-Exchange-Organization-AuthSource: CO1NAM11FT047.eop-nam11.prod.protection.outlook.com X-MS-Exchange-Organization-AuthAs: Anonymous X-MS-Office365-Filtering-Correlation-Id: 32d7a0c7-1e2b-4f5f-673d-08da2ec4cf40 X-MS-TrafficTypeDiagnostic: CH0PR08MB7338:EE X-MS-Exchange-AtpMessageProperties: SA X-MS-Exchange-Organization-SCL: 1 X-Microsoft-Antispam: BCL:0; X-Forefront-Antispam-Report: CIP:170.10.133.127;CTRY:US;LANG:en;SCL:1;SRV:;IPV:NLI;SFV:NSPM;H:us-smtp-delivery-127.mimecast.com;PTR:us-smtp-delivery-127.mimecast.com;CAT:NONE;SFS:(13230001)(4636009)(8676002)(6916009)(86362001)(36756003)(356005)(1096003)(166002)(58800400005)(7116003)(44736005)(966005)(22186003)(26005)(7636003)(2616005)(7596003)(6266002)(1420700001)(336012)(3480700007)(40140700001)(5660300002)(83380400001)(35090500004)(43540500003);DIR:INB; X-MS-Exchange-CrossTenant-OriginalArrivalTime: 05 May 2022 18:26:44.7856 (UTC) X-MS-Exchange-CrossTenant-Network-Message-Id: 32d7a0c7-1e2b-4f5f-673d-08da2ec4cf40 X-MS-Exchange-CrossTenant-Id: 43c89e32-6531-4509-b389-cac81750ccb9 X-MS-Exchange-CrossTenant-AuthSource: CO1NAM11FT047.eop-nam11.prod.protection.outlook.com X-MS-Exchange-CrossTenant-AuthAs: Anonymous X-MS-Exchange-CrossTenant-FromEntityHeader: Internet X-MS-Exchange-Transport-CrossTenantHeadersStamped: CH0PR08MB7338 X-MS-Exchange-Transport-EndToEndLatency: 00:00:05.0564700 X-MS-Exchange-Processed-By-BccFoldering: 15.20.5206.027 X-Microsoft-Antispam-Mailbox-Delivery: ucf:0;jmr:0;auth:0;dest:I;ENG:(910001)(944506458)(944626604)(920097)(930097); X-Microsoft-Antispam-Message-Info: =?Windows-1252?Q?CUy1jrisyROuDt2e9/DnE0QUyaS809Yh6tyrjjtB0XP55Y7eTNkAHfU5?= =?Windows-1252?Q?rZBTuGTJygO04wYf6zSLAxAbUJSLz/6av/1HIb5MgUZi7gQDjW/jdlzc?= =?Windows-1252?Q?8HvxD+1oPRcd4FxrUu9MPSo9rndu3L4ifna/auKa/ZduepjLPgglkhED?= =?Windows-1252?Q?Ti6EcsTvuqN4ScmNjsCyYL9vq8IDGF2sRdr28CXIZ8UsJnroUFPk1XUx?= =?Windows-1252?Q?WNISez1ukIKIO2iFSFi9VdBgbiQB5gdxgUGAoO+RZsPjH1pQo2FETgXy?= =?Windows-1252?Q?mGLmtYgPPdNzXtrTi+zwWpzcPG8Z5G18K+cPJt46ZBiun7A6EQezGfMf?= =?Windows-1252?Q?MfR3kXzmt0utJGgSXtyS2bBhB0ptcnAQHpF5qCEQvMS860892RPumA+h?= =?Windows-1252?Q?Qzh6KqeygCFWrgcA1erWr0k0BMqZHFFVjWHntFOvMgccmFWaZxQEdgO2?= =?Windows-1252?Q?AShSXq51vXTmeVlS4lrSiIzztiugeRzXi0PALBZiY/m5rqlQrHN54oRt?= =?Windows-1252?Q?QoPdNbdhFcrVnzui+6s2mboX4Nj/1fvtr5+BIRk5oWxsekXIxTR8+ok6?= =?Windows-1252?Q?m0YRGXk6Pu2F6YceNS9SfhHKfawXebuQZ8aGICJoxGTnNeVQhKcq4+Tp?= =?Windows-1252?Q?OTJNq6MGynnyCI/cGBtE7yi1guyBSzlGeOpL+Lb+RZC98zxZ0nORkfaD?= =?Windows-1252?Q?RtOEvVXAm5i4MCPVBHQKyBazDFvXfcqi9nJ0RsP5SJG/nPfMB17auo70?= =?Windows-1252?Q?k1jjH4CYdAu9dWsYhojIYOXjvQP+S9CnQFyCbzUqMhjljSBU7WIVfJpG?= =?Windows-1252?Q?1BbtfwvsgK3QjZCuwmGrtLzGNVD9xhIg0Gui5X60+ZZCthE2isnT19XA?= =?Windows-1252?Q?SitFh5pXybrCVNpJuGKk0kzIrnDNpPh+2v25pP2PYMDRrMo6H7oDKdTL?= =?Windows-1252?Q?E8BRmn77Y5LuxZFG6c8l0V6FWZrZuS1p6pOmvv3h+X9AChF/DGNuEhFk?= =?Windows-1252?Q?cNcLGKuze+NkIw+yo+sK/ByloXxi6H8PtUweLWQyAzHEfWeXyGwkvjD0?= =?Windows-1252?Q?qZvWrfWN0grj8P8vYSMdvxcdXS+YDnnHtKvumxc7ZRydLL+sfIGp8qB8?= =?Windows-1252?Q?5vrs1S2X9ZJdhI5tehJ/0fVkmcZE+rZrI0bdEP1bnvWuSEuaaMhYgpQj?= =?Windows-1252?Q?cNpb1OUfYYoEvkkRm82cjZeznwo6u+wFukHi8wRH7DyxV8ITpmBtocVD?= =?Windows-1252?Q?Lk6jgHEuj8BnFFette1ASDvlC4qSuoVCTxbsEZUU5OGxpVaShdAb+bwy?= =?Windows-1252?Q?cTzD3hEMPho6OZPdVuIDc74/gFcme4v8SGi2gYzYJzQK2sUnU4eeCZDB?= =?Windows-1252?Q?2pAEEi+PVS5VEd7Vswy5V4cR1LLGl+xBacpagzf+FMKF1DHAlOcLoSgY?= =?Windows-1252?Q?S0EPOnxoR22j1FlaroGKWosZIHTVWKv4y86EEk52HBXps2tSQ/6krdWG?= =?Windows-1252?Q?Q13OPhiT8lxJ9NSzgNKix+gX+J5HpLSJabRAjzgNvyHm12JzxJiP4BTS?= =?Windows-1252?Q?kQAZ8x9QnQLDspbvM88IGE+JQCaofuHM7PLLWW4Xtc1QTPTXs8Q1jE0p?= =?Windows-1252?Q?a2u05Ch+3r0SUHRKiZrO1EirCsAiQbwlbEoHAYQZSY982FgLXJmDfYmD?= =?Windows-1252?Q?vEYfcUa0DzvWXZrH2S4bVPJro8y+ZU0ViRg+PQJdR0IlC8PxQwPCdZee?= =?Windows-1252?Q?i6uLS5T6Z6c1Lia/rXr86sb1XZQsaOvQgvBU3WjiI5jbJY5kfNgGR2tp?= =?Windows-1252?Q?JBmfmDytafdK+pd8ZqoL/ut+XIcy2b101Ic7p5EnFspOPLR1DuH59l+e?= =?Windows-1252?Q?KWoX1s5U8JkjF2mBFpaZbsOEs7+ABInX9miLlkmvYuPr0XyATHRzQmsN?= =?Windows-1252?Q?LI4x5jZY8jhhqKPiMMkdhGNmKLDmdm8hFGdYl1ZXHjq2JP49Tno963k2?= =?Windows-1252?Q?Q08ihYTQ2kQd4RcEcKqzQjCoWz/O+yynlBPKNTNmqKsXlE7/StQKjZ4A?= =?Windows-1252?Q?Bi7hzRR+4imFGXFU/0j0yxlPizszYCaKN65bFjweVClx86ygpyRRn9Er?= =?Windows-1252?Q?IWbAmW66gq7Dk7NzTc9Yrvm8MJ8Nm51HtiX4VAC5sBqoDXXzD73z6e6J?= =?Windows-1252?Q?NYdTXG+phKs=3D?=
Are you using modern Microsoft Exchange authentication to fetch emails?
Oauth fetching is done by phpimap library. It looks like it had empty body issue in the past: https://github.com/Webklex/php-imap/issues/111
Will you be able to send an example of the email which is fetched with an empty body to the maintainer of https://github.com/Webklex/php-imap?
We've just fetched your email using Webklex/php-imap library. And the body is present.
Probably in your case the problem is in the server/PHP configuration. Are you using docker? What is your PHP version?
I see you fetched my email, did you try to fetch the attached email? The attached .eml file is the one that failed. I am using the docker image from https://github.com/tiredofit/docker-freescout so docker.io/tiredofit/nginx-php-fpm:8.0
I switched one mailbox to using username/password instead of oauth and the problem stopped for that mailbox, the other mailboxes with oauth still have the empty email issue. I'll attempt the php upgrade to see if it resolves the problem.
Hi i have de same problem with empty body from Microsoft Office 365 , @afawaz2 did you slow it with update the php to 8.1 ?
I did not upgrade to 8.1 yet, we are still facing the problems with empty email bodies and missing attachments. I'll keep you posted when we do the upgrade.
Hey, I also have this issue where when I'm connected via the Microsoft exchange, I some blank email; as afawaz2 mentions, it mostly happens when emails are forwarded to me. I'm using a virtual linux server, with PHP 8.1.2
hi i am also facing the same issue even using the latest version (1.8.22) by docker and m365 with oauth. i realized that the empty fetched emails have the different content-type from the original one on webmail, while those normal emails header is the same with the original one.
some example for reference:
e.g.1: most of those with empty content after fetched: content-type: text/html; charset=“gb2312” content-transfer-encoding: quoted-printable the original email: content-type: multipart/mixed or multipart/alternative
e.g.2: i tried to send email with rtf format, the original content-type is multipart/alternative, the fetched one changed to be text/html; charset=“us-ascii”. this time can be still get the email content
wishing this may be the hint to help.
Experiencing the same issue, however I don’t have any new insights so @freescout-helpdesk let me know if you need me to try stuff, I'm running in Docker (1.8.31 on PHP 8.1), the problem started when I switch to Oauth for authentication (was on basic auth before)
We started experiencing the same issue recently, some of the fetched emails have an empty body even though the message can be read just fine with the PWA or alternative IMAP clients. Using Office 365 with OAuth.
We have the same problem, and the only thing we notice is this error in the Fetch Error logs. Not sure if it's related.
Freescout version: 1.8.31 PHP version: 8.1.11
We have the same problem, and the only thing we notice is this error in the Fetch Error logs. Not sure if it's related.
It may help to track the problem. Can you send full error text from Manage > Logs > App Logs
It may help to track the problem. Can you send full error text from Manage > Logs > App Logs
Unfortunately there is nothing that seems to be of interest in app Logs. Granted, during testing and troubleshooting we cleared logs in Fetch Errors so we might just have deleted it. But reading the error message more carefully it tells us that 1st parameter (which I would assume would be the body in this case) is null, so I guess the overall problem is still that the e-mail body sometimes being null/empty.
If someone having this issue can provide SSH access to your FreeScout server, please email at [email protected]. Also send an example of the empty conversation.
We are also having this same issue, some emails work fine, others don't load at all.
Error started when we moved to SMTP AUTH via O365 - roughly 50% of emails work 50% end up empty. Tried different clients, different email providers sending but cant find a pattern.
