Hi,

Over the last 2 weeks we have been having intermittent issues with the mail fetching on our Support Centre. It will randomly stop, and send out an error like the below:

'

Product Name : ManageEngine SupportCenter Plus
Build No. : 8003

System Error Notification

An error occured while processing email with
subjectOfMail : FW: URGENT COPY TENDER REQUIRED!!!!! FW: REFRESH [Request ID :##80105##] : DHI - North Street Gas - 10377530 RJ
messageid : .
Mail Fetching process of SupportCenter Plus was stopped.
Restart mail fetching process.

Mail your Queries at supportcenterplus-support@manageengine.com

'

We then have to log into the Support Centre and start the fetching.

As mentioned this is intermittent and can sometimes happen 20 times in one day and other days not at all. Due to this our thoughts are that it is possibly certain e-mails/requests that comes in to the Support Centre which are dropping this out? Any ideas?

We have changed the password for the account being used to authenticate, and made sure this is correct several times with no change.

The protocol being used is IMAP. We have just changed this to IMAPS to see if it makes a difference. and will update with the results after testing.

We have also tried changing the account itself with no change.

Please note, this isn't a new install and has been fully working for 3-4 years up until the last 2 weeks.

Another possible cause we've been looking at is that we have another Support Centre installed, on a different server, on the same network but it does use the same Exchange database, but with a dedicated account. We have started to eliminate this as the cause after disabling the  mail fetching on that Support Centre, the issue still occurred on the other.

If anyone has any ideas on the above it would be greatly appreciated.

Thanks,
Ross.