Troubleshooting the Support System

If you encounter errors or issues while working with WHMCS’s support ticket system and related tools, see the sections below to start troubleshooting and resolve the issue.

For more information, see Support Tools.

Support Tickets

For more information, see Support Tickets.

You may encounter the following common issues:

Error or Issue	Explanation	Next Steps
Admins are not receiving email notifications of support ticket replies.	There is a problem in the admin’s settings, the admin role configuration, or the support department configuration.	Missing Support Notifications
Your attempts to upload files to support tickets fail.	This issue may occur due to an incorrectly-configured list of allowed file attachment types.	Attachment Upload Failures
`Access Denied - You are not assigned to any ticket departments`	Your admin account does not include access to the necessary support departments.	Department Access Denied Errors

Email Importing

You can begin the troubleshooting process for most email importing-related issues by checking the Ticket Mail Import Log at Configuration () > System Logs.

For more information, see Email Importing.
For issues with your mail provider or WHMCS’s other email systems, see Troubleshooting Email.

You may encounter the following common issues:

Error or Issue	Explanation	Next Steps
Email replies have incorrect timestamps.	The system is executing the PHP importing script using a PHP configuration with a different `date.timezone` value than your WHMCS installation.	Incorrect Timestamps in Replies
You receive a POP3 Connection Error report email with the following error: `Error: cannot connect to host ; error = stream_socket_client(): unable to connect to tls://mail.example.com:143 (php_network_getaddresses: getaddrinfo failed: Name or service not known) (errno = 0 )`	The system cannot resolve the invalid or unreachable Hostname value in the support department’s mail importing configuration.	Cannot Connect to Host Errors
Full Administrators receive a warning email indicating that POP3 details exist for a support department but the required cron job is not configured to import the emails.	You may receive this email if the cron job could not run successfully or if it does not exist.	POP3 Cron Not Running
`Argument 7 passed to processPoppedTicket() must be an instance of WHMCS\Mail\AutoSubmittedHeader, array given, called in /path/to/crons/pop.php on line 0`	This issue is due to the presence of a `pop.php` file from an older version of WHMCS.	Argument 7 Ticket Errors
`Call to undefined method WHMCS\Mail\Incoming\Mailbox::getRawHeader()`	A `pop.php` file has become outdated.	Undefined Method Importing Errors
`Department Not Found` or `Department Not Found. Exiting`	This usually occurs when the support department is a `CC` or `BCC` recipient.	Department Not Found Errors
`Error: read failed - connection closed?`	WHMCS cannot connect to the support department mailbox using the details that you set in the mail importing configuration.	POP3 Read Failed Errors
`Logon failure: unknown user name or bad password`	Your username and password are invalid in the mail configuration, or you are using an unsupported authentication method.	Logon Failure Errors
`The Mail Import test failed: cannot select INBOX, is this a valid transport?`	The mail importing configuration is using the wrong port number (often, `993` instead of `995`).	Mail Import Test Failed Errors
`Ticket ID not found`	You attempted to open a new ticket via email as an admin or attempted to reply to a ticket without including the ticket ID.	Ticket ID Not Found Errors
`Unable to communicate with the WHMCS installation`	This error occurs when a system cron issue prevents the `pop.php` files from communicating with the WHMCS installation.	Unable to Communicate Errors

Google

You may encounter the following common issues when using Google for email importing:

Error or Issue	Explanation	Next Steps
`last request failed: invalid SASL argument`	Some of the required information for POP3 email importing via the Google OAuth2 authentication method is missing.	Invalid SASL Argument Errors

Microsoft Azure®

You may encounter the following common issues when using Microsoft Azure for email importing:

Error or Issue	Explanation	Next Steps
`Bad Request`	The Redirect URI that you specified during app registration in the Microsoft Azure Portal is invalid.	Microsoft Bad Request Errors
`Connection unsuccessful. Please close this window and try again.`	The Application (client) ID and Client Secret combination for your Microsoft Azure app are invalid.	Microsoft Connection Errors
`Failed to Create $app_name application. Error detail URL may not contain a query string.`	Microsoft Azure apps do not support the redirect URI format in WHMCS if you have set Friendly URLs to Basic URLs.	Microsoft Import Query Errors

Email Piping

You can begin the troubleshooting process for most email piping-related issues by checking the Ticket Mail Import Log at Configuration () > System Logs.

For more information, see Email Importing and Email Piping.
For issues with your mail provider or WHMCS’s other email systems, see Troubleshooting Email.

You may encounter the following common issues:

Error or Issue	Explanation	Next Steps
Email replies have incorrect timestamps.	The system is executing the PHP importing script using a PHP configuration with a different `date.timezone` value than your WHMCS installation.	Incorrect Timestamps in Replies
`Call to undefined method WHMCS\Mail\Incoming\Mailbox::getRawHeader()`	A `pipe.php` file has become outdated.	Undefined Method Importing Errors
`Department Not Found` or `Department Not Found. Exiting`	This usually occurs when the support department is a `CC` or `BCC` recipient.	Department Not Found Errors
`local delivery failed`	This error occurs due to incorrect file permissions for the `/crons/pipe.php` file.	Local Delivery Failed Errors
`Unable to communicate with the WHMCS installation`	This error occurs when a system cron issue prevents the `pop.php` or `pipe.php` files from communicating with the WHMCS installation.	Unable to Communicate Errors

Last modified: September 12, 2024