Weird Email issue

[privsec]

Hello @staff,

I am running into a weird issue
So I have Chatwoot set up con chat.domain.com

A customer can email me at contact@domain.com, however when I reply to the email sent in it never sends.

I can also send a chat transcript as well to the customer.

So outbound email is only working for 50% of the time

Email reply to customer never shows up in cloudron email log as sent either.

Email for app in Cloudron is contact@domain.com as well

[nebulon]

Are there any errors in the app logs after you try to reply? Does the email even get sent to the mail server (you can check this in the mail queue from your Cloudron dashboard)?

[privsec]

@nebulon
The chat log can be sent out
But email replies do not.

Nothin go in email queue or event log I can determine to be meaningful

[robi]

@privsec have you tried replies from an email you control? any bounce messages? is there a mailbox for the reply?

[privsec]

@robi
I send an email from my personal account to the chatwoot email

It arrives in chatwoot

I reply within chatwoot to it, nothing is sent to personal email

I send the transcript to my personal email from within chatwoot, the transcript arrives

[nebulon]

@privsec ok, so if nothing arrives in the mail queue, the app does not even send out the reply mail. Do you see any errors in the chatwoot app instance after replying?

[Kinzi]

I have the same issue.

I think it is related to this:
https://github.com/chatwoot/chatwoot/issues/6709

A quick solution is apparently to downgrade to v2.14.0

But how can this be done with cloudron?!?

[girish]

@Kinzi you have to restore to the package 1.15.1 (this contains Chatwoot 2.14.0). Select App -> Backups -> Select backup -> Restore. After reverting, also disable automatic updates of the app.

[Kinzi]

@girish Thanks! But what if I don't have backups that old? (only installed cloudron/chatwoot about a week ago...!)

Bildschirm­foto 2023-04-03 um 06.00.03.png

[girish]

@Kinzi ah, maybe you were never on the old package to start with. I don't think there is a way then to revert to an older release. The newer releases already has db migrations, so one cannot go back (this is just the way how the app works). I guess we have to wait for an upstream fix.

[kallados]

Yes i get thesame Issue Internal messages from Cloudron are sent (like Transcription etc.) but SMTP don't working.

[privsec]

@girish So this is an upstream issue, not a cloudron issue?

Darn it.
Ok, thank you.

[girish]

@privsec yes, unfortunately

[privsec]

@girish
I have so much more faith in cloudron than upstream, haha, that's why I ask.

Thanks, @girish!

You and your team are great!

[Kinzi]

Last update:

This pull requerst should fix it and will be avialable in the 2.16 update on monday.
"https://github.com/chatwoot/chatwoot/pull/6900"

@girish Can you guys have an eye out for this please? Would be lovely to have 2.16 available asap. ️

[nebulon]

@Kinzi nice and yes, we try to update apps as soon as possible after the upstream release is cut and our app integration tests succeed.

[Kinzi]

@nebulon sweet! new version 2.26 is no available:

https://github.com/chatwoot/chatwoot/releases/tag/v2.16.0

[nebulon]

@Kinzi our package is already updated, if you update it on your Cloudron, is the issue fixed then?

[Kinzi]

@nebulon uhhh let me check right away

[Kinzi]

@nebulon Yes seems to work. Thanks for the speedy implementation!