FogBugz Mailbox Problems

If you are using FogBugz On Demand, disregard this guide and contact us.  This article is meant for Licensed FogBugz.

A FogBugz Mailbox collects mail from a POP3 mailbox and pulls it into FogBugz through HTTP to be opened as a new bug (or attached to an existing bug by using the case number in the subject line). If this is not working for you, please follow the checklist below to try and find the problem. 

  1. Check to make sure the FogBugz Maintenance Service is running. 
    On Windows servers: Check the services control panel for the "FogBugz Maintenance Service" and make sure the status says "Running". If it is running, restart it, that may be all that's needed.
    On Unix/Mac servers: This is called the fogbugzmaintd daemon. Log in as root and type ps -auxwww | grep fogbugzmaintd. You should see more than just the 'grep fogbugzmaintd' process that you just executed.  
  2. Double check all Mailbox settings.  Account name, Password, Mail server, and Port.
  3. Log onto the FogBugz web server as the FogBugz user, and use a POP3 client such as Outlook Express or Thunderbird to log onto the email account you have specified for this FogBugz mailbox. (Do not use an IMAP client for this. Outlook is an IMAP client, so do not use Outlook for this test. Outlook Express is a POP3 client, just like FogBugz is, so use that to test your mailboxes.) You must enter the exact same information as you have in step 2 above. Set this email retrieval account to leave messages on the server, then click "send and receive". Can you see the list of messages on the mail server?  If you cannot see a few messages in the mailbox (and you have tried sending some test email to that address), your mail server may not be configured correctly.  Please configure the mailbox correctly first and then continue with the checklist.
  4. If you are using MS Exchange as your POP3 server, read this.
  5. Do you have NT Authentication turned on for your site?  If so, you need to turn it off for the heartbeat.asp file.  In the Internet Services Manager, select the heartbeat.asp file, choose Properties. Then turn on anonymous access in the Directory Security tab and make sure the username and password are correctly set to the FogBugz user.
  6. Do you have enough licenses?  Log into FogBugz and click on the Licenses link in the upper right to make sure you have the correct number of licenses.
  7. Are you using Secure POP3?  If so, you must log into the server as FogBugz and THEN install your security certificate.  You can make sure this is correctly installed by running Outlook Express or Thunderbird when logged on as the FogBugz user.  You should not be prompted when you connect to the mail server.  If you are prompted (about whether to trust the certificate or not), the security certificate is not properly installed.  (Rebooting the system may be what's needed.)  
  8. Are you using SSL on your FogBugz website? Log onto the server as the FogBugz user. Bring up FogBugz in a browser. If you get a prompt about your certificate, FogBugz mailboxes will not work. 
  9. Are you using MySQL as your database? Search your MySQL my.ini file for "max_allowed_packet". If you find it, make sure it says: max_allowed_packet=32M If you don't find it, add a new line at the bottom of the file that says:
    max_allowed_packet=32M
    In older versions it may look like this:
    set-variable = max_allowed_packet=32M 

To troubleshoot this further, you can enable the log file. If you have tried all of the above suggestions and your FogBugz Mailbox is still not functioning correctly, please email this log file to us so that we can research the problem further.

If you are getting this error message: "Unknown error during mail import... (Error Msg returned 'Timeout expired')", one thing to try is to increase the max upload size in IIS.