some mails not being processed by mail handler

[7even]

I get support requests by mail to my own mail adress with embedded pictures.

I then forward these mails to our jira-supportmailadress.

No new issue is created.

Mails without embedded pictures don't seem to have problems.

If i send the same mail to the adress configured at

Administration > incoming mail

The mail ist processed without problems.

Sending the mail to adress configured at

projects > 'projectname' > E-mail requests

the mail won't show up.

Log says:
2021-02-25 09:13:58,099+0100 DEBUG [] Caesium-1-3 ServiceRunner Found 1 messages for pulling ...
2021-02-25 09:13:58,101+0100 DEBUG [] Caesium-1-3 ServiceRunner The result of creation some(com.atlassian.jira.internal.mail.processor.feature.puller.mailitem.MailItemDTO@7a3e6c86)
2021-02-25 09:13:58,158+0100 DEBUG [] Caesium-1-3 ServiceRunner The result of creation some(com.atlassian.jira.internal.mail.processor.feature.puller.mailitem.MailItemChunkDTO@87ad96d)
2021-02-25 09:13:58,164+0100 DEBUG [] Caesium-1-3 ServiceRunner Process message completed. Mark message as READ.
2021-02-25 09:13:58,165+0100 DEBUG [] Caesium-1-3 ServiceRunner Persisted 1 message(s) to database
2021-02-25 09:13:58,170+0100 DEBUG [] Caesium-1-3 ServiceRunner Finished pulling email(s) for mail channel [CHANNEL7fcbcc8c8ee5]
2021-02-25 09:13:58,171+0100 DEBUG [] Caesium-1-3 ServiceRunner Found 0 enabled but inactive mail channels to record suspended state
2021-02-25 09:13:58,171+0100 DEBUG [] Caesium-1-3 ServiceRunner Finish running MailPuller ...

So mail is pulled but not further processed.

Where can i acess the log from the mail handler?

i already tried the option to convert html-mails but that didnt work.

thanks in advance

[7even · Accepted solution]

I again contacted the support an got help.

Problem was

[c.a.s.i.feature.emailchannel.IncomingEmailParser] Error processing email message2021-06-02 16:06:31,038+0200 Caesium-1-1 WARN msieben     [c.a.s.i.feature.emailchannel.IncomingEmailParser] Error processing email messagecom.sun.mail.util.DecodingException: BASE64Decoder: Error in encoded stream: needed 4 valid base64 characters but only got 2 before EOF, the 10 most recent characters were: "AAADsA\r\n\r\n" at com.sun.mail.util.BASE64DecoderStream.decode(BASE64DecoderStream.java:243) at com.sun.mail.util.BASE64DecoderStream.read(BASE64DecoderStream.java:124) at java.io.FilterInputStream.read(FilterInputStream.java:107) at org.apache.commons.io.IOUtils.copyLarge(IOUtils.java:2314)

 That failure was logged in the log file under

/var/atlassian/application-data/jira/log/atlassian-jira.log

Support send me this article:

https://community.oracle.com/tech/developers/discussion/4080143/javamail-decodingexception-base64decoder

i then updated the

vi /opt/atlassian/jira/bin/setenv.sh

file in the JVM_SUPPORT_RECOMMENDED_ARGS= section with

-Dmail.mime.base64.ignoreerrors=true

Then the failed messages were processed.

Important: only

-mail.mime.base64.ignoreerrors=true

didn't work. Had to be

-Dmail.mime.base64.ignoreerrors=true

[7even]

Hello,

when will i get an answer?

[7even]

<<<

...

so then - how do i  raise a  case with a support engineer? All i am able to do is start a community topic...

thanks

>>>

[7even]

...

so then - how do i  raise a  case with a support engineer? All i am able to do is start a community topic...

thanks

[7even]

Hi Artem,

thanks for your answer. I found some more detailed information in the atlassian-servicedesk.log:
2021-02-26 09:55:56,143+0100 Caesium-1-1 WARN <user> [internal.feature.emailchannel.IncomingEmailManagerImpl] There was an error reading the body of email message
2021-03-05 08:35:01,122+0100 Caesium-1-3 WARN <user> [internal.feature.emailchannel.IncomingEmailParser] Error processing email message
com.sun.mail.util.DecodingException: BASE64Decoder: Error in encoded stream: needed at least 2 valid base64 characters, but only got 1 before padding character (=), the 10 most recent characters were: "1/9hwQADs="
at com.sun.mail.util.BASE64DecoderStream.decode(BASE64DecoderStream.java:254)
at com.sun.mail.util.BASE64DecoderStream.read(BASE64DecoderStream.java:124)
at java.io.FilterInputStream.read(FilterInputStream.java:107)
at org.apache.commons.io.IOUtils.copyLarge(IOUtils.java:2314)

....

I guess i try updating first as we are running service desk 4.12.2 and core 8.12.2

[moofoo]

Hi 7even,

Thanks so much for your question.

The way Jira Email Processor Plugin works is:

1. it periodically pulls emails from the mail box and stores them in the database, marking them as “unprocessed”; this happens in a background job
2. it periodically processes the unprocessed emails from the database and marks them as “processed”; this happens in a separate background job

What you have provided are the logs for com.atlassian.jira.internal.mail.processor.feature.puller.MailPullerWorker, which corresponds to step 1 of the above.

Instead, you should also be looking at logs for com.atlassian.jira.internal.mail.processor.feature.processor.MailProcessorWorker to see if the emails pulled from the mail box to the database are actually processed and if there are any errors there.

Just for your interest, there was an issue with duplicate attachments which was fixed in 4.10.1, JSDSERVER-6904. Depending on your version, this bug might have some impact.

It would probably be best if you raise your case with our support engineers, since seems like it needs some deeper investigation.

Thank you,

Artem
Jira Service Management

P.S.: if this answer is correct, please select the ‘accept answer’ button

[7even]

Hi Artem,

i first updated to jira 8.15 - but it didn't bring any change.

Then i found this error in servicedesk.log

2021-03-05 08:35:01,122+0100 Caesium-1-3 WARN <user> [internal.feature.emailchannel.IncomingEmailParser] Error processing email message
com.sun.mail.util.DecodingException: BASE64Decoder: Error in encoded stream: needed at least 2 valid base64 characters, but only got 1 before padding character (=), the 10 most recent characters were: "1/9hwQADs="

i tried editing setenv.sh:

JVM_SUPPORT_RECOMMENDED_ARGS="-Dmail.imap.partialfetch=false -Dmail.imaps.partialfetch=false"

But didn't make any difference. You have other suggestions towards the error:
BASE64Decoder: Error in encoded stream: needed at least 2 valid base64 characters, but only got 1 before padding character

?

Thanks in advance