IMAP email fetching is not detecting new messages since latest Chatwoot update

[frerej]

Describe the bug

Email fetching task is properly connecting to the IMAP inbox, it detects some old messages, but not the new ones.

To Reproduce

Cloudron app version: 1.24.2
Chatwoot upstreamVersion: 3.5.2

Expected behavior

New incoming emails should be detected

Environment

Other [please specify in the description]

Cloud Provider

None

Platform

Browser

Operating system

Cloudron 7.6.3

Browser and version

Firefox latest

Docker (if applicable)

No response

Additional context

No response

[linear]

PR-885 IMAP email fetching is not detecting new messages since latest Chatwoot update

[frerej]

Here's an extract from the log.

Feb 01 12:52:03I, [2024-02-01T11:52:03.766953 #15] INFO -- : [ActiveJob] [Inboxes::FetchImapEmailsJob] [b8b36699-9d99-4559-bf21-1fadd7adc5c1] [IMAP::FETCH_EMAIL_SERVICE] Fetching mails from @.ch, found 5.

It found 5 emails. If I send an email to this mailbox, it doesn't found 6 emails. Stuck at 5.

[sojan-official]

we gave a possible fix for this in : https://github.com/chatwoot/chatwoot/pull/8833/files

[frerej]

Ok, will this fix be included in the next release?

[vishnu-narayanan]

@frerej Yes, it is already merged and will be available in v3.6 release.

[jordan26]

Hey @frerej , I too need to check my IMAP logs etc. How/where do you find the logs in general for chatwoot? I am SSH'd in, what command(s) need to be run to see logs?

[frerej]

Hi @jordan26
I use Cloudron, so the logs are accessible through the app settings.

[vishnu-narayanan]

@jordan26 Logs depend on your installation setup. If you are on a linux setup, use cwctl.

cwctl --logs web
cwctl --logs worker

https://www.chatwoot.com/docs/self-hosted/deployment/chatwoot-ctl/#viewing-logs

[rohanchauhan02]

I am also facing similar issue,

[rohanchauhan02]

@frerej Yes, it is already merged and will be available in v3.6 release.
Is v3.6 available to use, Not able to see this version on chatwoot repo.

[rohanchauhan02]

@sojan-official Is there any chance that the issue is happening due to redis connection timeout ?? On sentry we found two more issue at the same time

1. Redis::CannotConnectError
2. RedisClient::ReadTimeoutError

[rohanchauhan02]

I am still facing this issue on v3.6.

[frerej]

@rohanchauhan02 me too. I’ve abandoned Chatwoot and migrated to Crisp. Much better, for a reasonable cost.

[jarne]

Same issue here. Some e-mails are "stuck" in the processing queue and show over and over again in these logs. I can also see them in the actual IMAP inbox, but they don't show up in Chatwoot. There is no error message in the logs, they just appear there but are not imported.

Super annoying, as it's not acceptable to just "loose" some customer e-mails randomly.

If it helps to debug, the mail it fails to fetch is actually the confirmation e-mail of Chatwoot:

About 5-6 are stuck in the queue, one or two first ones were shown in Chatwoot.
Another plain text e-mail sent by me between those stuck ones got imported successfully.