Case Not Created from Email After Some Time Works Only in Debug Mode

💬 General Discussion
1

Hi,

I’m facing a strange issue in SuiteCRM 7.14.3 related to case creation from inbound emails
Initially, emails are fetched and cases are created properly.
After some time (hours), it stops fetching emails and no cases are created.
I’ve confirmed the scheduler is running, but the job doesn’t seem to fetch new emails anymore.
Initial Cron Settings

'cron' => array(
    'max_cron_jobs' => 10,
    'max_cron_runtime' => 30,
    'min_cron_interval' => 2,
),

Updated Cron Settings (Temporary Fix)

'cron' => array(
    'max_cron_jobs' => 10,
    'max_cron_runtime' => 300,
    'min_cron_interval' => 2,
),

This temporarily fixed the issue.
But again after some time, it stopped working no emails fetched, no cases created.

Interesting Behavior
When I turn on debug mode, it works fine again and fetches emails.
So it seems like the issue might be timing out, or maybe some internal job is getting stuck without any visible error in logs.
Environment
SuiteCRM Version: 7.14.3

can anyone help me in this issue

Thanks in advance for your support.

2

That’s weird! Did you do any customization in the Cases module and then it stops working.

Also, check with your email server. Maybe they have some new rules.

3

That seems very odd. Check your PHP values for max execution time, memory limit, etc. and make sure that’s not causing the issue.

You can also turn on email notifications in your cron jobs and you’ll get the output each time it’s run. I always find the root of the issue this way, even if nothing is in the log.

You can also run cron via SSH and get the error output immediatly. You can also do the /verbose switch and get more info. I think it’s like /vv or something like that.

4

Thanks for the suggestions! :raised_hands: @rsp, @pstevens

My PHP values seem fine
max_execution_time => 0
max_input_time => -1
memory_limit => 1024M
I manually triggered the cron job and it worked flawlessly
Next day, without any change, email-to-case started working again tested with 60+ emails, all cases created successfully and no errors in logs
Now I’m unsure what the root cause was, and I’m a bit worried this could happen randomly in production.
And also I have done some changes in cases modules but that is not causing any problem.
Any suggestions to monitor or prevent this from silently failing again?

5

I am wondering why it would work in debug mode :man_detective:

Maybe it’s because debug mode avoids caching and you have a problem with your cache - for example file ownerships or permissions not allowing writes.

Although it is not clear to me whether any caching is involved in this particular process…