[rt-users] SUMMARY: RT 3.6.6 Silently Dropping Messages with Attachments

[Michael Maxwell]

It turns out this problem was caused by an older version of perl's IO::File
module.  Ran a cpan update, updated the module, tested, and all is well.

CPAN strikes again...

Thanks everyone for your help.


On 6/26/08 10:39 AM, "Michael Maxwell" <mmaxwell at blackarrow.tv> wrote:

> Actually, I should point out that RT appears to be ignoring messages with
> *any* attachment at all - size isn't an issue.
> 
> 
> On 6/26/08 10:36 AM, "Michael Maxwell" <mmaxwell at blackarrow.tv> wrote:
> 
>> 
>> Thank you Michael for your help.  I checked /etc/my.cnf and we have already
>> given the following values under the [mysqld_safe] section:
>> 
>> key_buffer=16M
>> key_buffer_size=32M
>> max_allowed_packet=16M
>> thread_stack=128K
>> thread_cache_size=64
>> query_cache_limit=8M
>> query_cache_size=64M
>> query_cache_type=1
>> join_buffer_size=512K
>> max_connections=150
>> log_slow_queries=/var/log/mysql-slow.log
>> 
>> Unfortunately, this doesn't seem to have solved the problem.
>> 
>> 
>> 
>> On 6/25/08 6:30 PM, "Michael Brader" <michael.brader at youramigo.com> wrote:
>> 
>>> Michael Maxwell writes:
>>>> Hello,
>>> 
>>> Hi Michael
>>> 
>>>> Forgive me if this has been answered elsewhere, but if so, I must
>>>> have missed it.
>>> 
>>> I found the answer in http://wiki.bestpractical.com/view/FAQ but only
>>> because I already knew the answer. Searching for 'dropped attachments'
>>> or 'attachments silently dropped' returned nothing.
>>> 
>>> However, searching for 'site:wiki.bestpractical.com attachments
>>> silently dropped' in Google brings it up no problem.
>>> 
>>>> We have rt-3.6.6 running on linux (CentOS 4.6).  We're using fetchmail as
>>>> the means of getting email to the system from an IMAP server hosted
>>>> offsite.
>>>> Normal emails (emails without attachments) go through fine and create
>>>> tickets as expected.  However, any message that contains an attachment of
>>>> any size never seems to make it through to RT.  [...]
>>>> 
>>>> Set($TruncateLongAttachments , undef);
>>>> Set($MaxAttachmentSize , 10000000);
>>>> Set($DropLongAttachments , undef);
>>>> 
>>>> Any help or pointers to things to check would be greatly appreciated.
>>> 
>>> Check your database for the largest transaction it can handle. In
>>> MySQL that's the max_allowed_packet. You can check it by running 'show
>>> variables'
>>> 
>>> | max_allowed_packet              | 8387584 |
>>> 
>>> Any attachment greater than that size will be dropped. I think the
>>> default value is 1MB. When that happens, we get a stacktrace in the RT
>>> log. We're quite happy to not allow attachments that size in, so we
>>> monitor the logs and when it happens we grab the file from our
>>> procmail holding area if it's useful or re-educate the requestor
>>> otherwise.
>>> 
>>> Hope this helps,
>>> Michael
> 
> 
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