[rt-users] Problem with email reception - Critical Error

Tue Sep 20 11:51:15 EDT 2005

Our system has experienced the same problem only it is coming from
Emails internally.  We do not have to restart apache to get it working again
But I have noticed this pattern in every case it has happened (like 5-6 times per month).

[Mon Sep 19 15:21:42 2005] [crit]: Couldn't load module 'RT::Interface::Email::': Can't locate RT/Interface/Email/.pm in @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib ../../ /opt/otrs/Kernel/cpan-lib /opt/otrs/ /usr/lib/perl5/5.8.5/i386-linux-thread-multi /usr/lib/perl5/5.8.5 /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl/5.8.2 /usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl/5.8.2 /usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl . /etc/httpd/ /etc/httpd/lib/perl) at (eval 857) line 1.

Stack:
  [(eval 857):1]
  [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:59]
 (/opt/rt3/lib/RT/Interface/Email.pm:585)
[Mon Sep 19 15:21:42 2005] [error]: RT could not load a valid user, and RT's configuration does not allow
for the creation of a new user for this email (xyzxyz at ci.grand-rapids.mi.us).

Although I have verified that xyxxyz user does in fact exist (and existed at the time of this email coming into the system).

Anybody have any advice??
I am using RT v3.4.2 on Fedora Core 3 system.

=== START ACTUAL EMAIL that caused the error:

CC: 	abcdefg at ci.grand-rapids.mi.us
Subject: 	Computers
Date: 	Thu, 15 Sep 2005 10:55:06 -0400
To: 	OURsuppor at ci.grand-rapids.mi.us
From: 	xyzxyz at ci.grand-rapids.mi.us
Download (untitled)
text/plain 1.1k
We have several computers in our office that need to be removed and one
that needs to be switched with another computer.

* Remove ABC52321 and monitor
* Remove ABC52282 and monitor
* Remove ABC51069 (keep monitor) - switch with ABC52539. The data/documents
on ABC51069 should be moved to ABC52539. The documents on ABC52539 can stay
on the computer. The speakers with ABC52539 can be removed.

We also have 2 computers that will need to be removed after October 31,
2005. These computers are:

* ABC52309 and monitor
* ABC52551 and monitor

Thanks again for all your help! :)

Download (untitled)
text/html 2.5k
»|« RT 3.4.2 Copyright 1996-2005 Best Practical Solutions, LLC.

=== END ACTUAL EMAIL

Alex S. Moura wrote:

> Hello,
>
> We believe that our rt-3.0.12 has a problem with email reception.
> The system is a FreeBSD 4.1x with RT installed via ports. It has
> been showing the following messages (and giving the EX_TEMPFAIL error)
> to many messages that arrive:
> ---------------------------------------------------------
> <a name="raw"></a>
>
> <pre>Couldn't load module RT::Interface::Email::: Can't locate 
> RT/Interface/Email/.pm in @INC (@INC contains: 
> /usr/local/rt3/local/lib /usr/local/rt3/lib 
> /usr/local/lib/perl5/site_perl/5.8.6/mach 
> /usr/local/lib/perl5/site_perl/5.8.6 /usr/local/lib/perl5/site_perl 
> /usr/local/lib/perl5/5.8.6/BSDPAN /usr/local/lib/perl5/5.8.6/mach 
> /usr/local/lib/perl5/5.8.6 .) at (eval 7923) line 1.
>
> Stack:
>  [(eval 7923):1]
>  [/usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway:32]
>
>
> Trace begun at 
> /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Exceptions.pm line 131
> HTML::Mason::Exceptions::rethrow_exception('Couldn\'t load module 
> RT::Interface::Email::: Can\'t locate RT/Interface/Email/.pm in @INC 
> (@INC contains: /usr/local/rt3/local/lib /usr/local/rt3/lib 
> /usr/local/lib/perl5/site_perl/5.8.6/mach 
> /usr/local/lib/perl5/site_perl/5.8.6 /usr/local/lib/perl5/site_perl 
> /usr/local/lib/perl5/5.8.6/BSDPAN /usr/local/lib/perl5/5.8.6/mach 
> /usr/local/lib/perl5/5.8.6 .) at (eval 7923) line 1.^J^JStack:^J  
> [(eval 7923):1]^J  
> [/usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway:32]^J') called 
> at /usr/local/rt3/lib/RT/Interface/Email.pm line 515
> ---------------------------------------------------------
>
> The RT port has been reinstalled today and updated to a newer
> release - rt-3.0.12_2 - but it still is exhibiting the same
> symptoms than before.
>
> What I can see as the cause is this message:
> 'Couldn\'t load module RT::Interface::Email::: Can\'t locate 
> RT/Interface/Email/.pm in @INC
>
> I understand that "RT/Interface/Email/.pm" should be 
> "RT/Interface/Email.pm", but
> I can't find where's the wrong reference. We don't have customizations
> in @RT::MailPlugins in SiteConfig. 

Hello,

We've detected that some spam we've received had very long strings in
the "From" header and envelope. We suspect that this is the cause of
breaking of the rt-mailgate script.

We've detected that when this error above occurs, the RT instance
has to be restarted by stopping and restarting apache to start processing
queued emails again.

We're don't have big knowledge of the Mason working and internals, but we
ssupect that when the rt-mailgate somehow breaks, the application cache
(is this correct?) gets corrupted.

Do someone with more knowledge of the RT internals have any information
about this issue?

Thank you very much,

Alex 