No threaded updates

📦 Install & Upgrade Help
1

Pretty new setup of suitecrm version 7.11.20 when i go to update a case with update, either internal or regular the threads do not show up on the case, on a regular update it will email the contact but not save the threads to the case and on an internal update it wont save to the case when i check the logs it has nothing they are blank, on a side note when i setup the google calendar sync and the file installed ok but when i go to my profile to authorize the token it goes to my dashboard without the google login prompt, i have installed before successfully on another system so i followed the install notes on it… anyways i wonder if they are related… any help would be great

EDIT: just checked and the emails with the updates are not sending they are erroring out see log below

Fri Aug 13 22:42:03 2021 [5189][1][FATAL] SCHEDULERS: could not get an IMAP connection resource for ID [ d607058e-e115-3c3f-bf1c-61155c8b71b4 ]. Skipping mailbox [ Case Creation ].
Fri Aug 13 22:45:02 2021 [5392][1][FATAL] SCHEDULERS: could not get an IMAP connection resource for ID [ d607058e-e115-3c3f-bf1c-61155c8b71b4 ]. Skipping mailbox [ Case Creation ].
Fri Aug 13 22:47:02 2021 [5585][1][FATAL] SCHEDULERS: could not get an IMAP connection resource for ID [ d607058e-e115-3c3f-bf1c-61155c8b71b4 ]. Skipping mailbox [ Case Creation ].
Fri Aug 13 22:49:02 2021 [5749][1][FATAL] SCHEDULERS: could not get an IMAP connection resource for ID [ d607058e-e115-3c3f-bf1c-61155c8b71b4 ]. Skipping mailbox [ Case Creation ].
Fri Aug 13 23:24:02 2021 [8272][1][FATAL] SCHEDULERS: could not get an IMAP connection resource for ID [ d607058e-e115-3c3f-bf1c-61155c8b71b4 ]. Skipping mailbox [ Case Creation ].
Fri Aug 13 23:44:30 2021 [9757][1][FATAL] SugarPHPMailer encountered an error: SMTP Error: The following recipients failed: xxxxxx@xxxxxxxxxxx.com: Temporary local problem - please try later

Fri Aug 13 23:44:30 2021 [9757][1][FATAL] SugarPHPMailer encountered an error: SMTP Error: The following recipients failed: xxxxx@xxxxxxxxx.com: Temporary local problem - please try later, removed email address info for security of contact

Fri Aug 13 23:49:25 2021 [10109][1][FATAL] A language key does not found: [ERR_FIELD_FROM_IS_NOT_SET]
Fri Aug 13 23:49:25 2021 [10109][1][FATAL] A language key does not found: [ERR_FIELD_FROM_ADDR_IS_NOT_SET]
Fri Aug 13 23:49:25 2021 [10109][1][FATAL] A language key does not found: [ERR_FIELD_FROMNAME_IS_NOT_SET]
Fri Aug 13 23:49:25 2021 [10109][1][FATAL] A language key does not found: [ERR_FIELD_FROM_NAME_IS_NOT_SET]
Fri Aug 13 23:49:25 2021 [10109][1][FATAL] A language key does not found: [ERR_FIELD_FROM_ADDR_NAME_IS_EMPTY]

2

Hey there,

Are you still having issues?


I’ve installed a vanilla 7.11.20, and can’t seem to replicate

I’d initially check that your Permissions on the CRM are correctly set

We typically recommend:

  sudo chmod -R 755 .
  sudo chmod -R 775 cache custom modules themes data upload
  sudo chown -R www-data:www-data .

Replacing www-data with your Web-server user

Then, run a Quick Repair and Rebuild in Admin->Repair


It might also be worth comparing your setup against the Compatibility Matrix:


If you’re still having issues, do you know if any custom work has been done to Cases on your CRM recently, that could be causing this?


Also, is your CRM a fresh install of 7.11.20, or an upgrade of an older version?

I have found an old Github Thread of a similar issue on a much older version of SuiteCRM:

It might be worth running down that, it has a few things worth checking.