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The Web help desk is not processing emails, getting an error message: " Illegal character entity: expansion character."

This article described an issue when the email is not getting processed and converted into a Ticket on Web Help Desk.

First published date

11/8/2018 12:57 PM

Last published date

1/15/2020 12:26 AM

Overview

Email is not getting processed into tickets, and when saving the Incoming Mail Account, getting an error message: "E-mail Account was updated successfully. However, the following error occurred while attempting a connection with the mail server: Illegal character entity: expansion character (code 0xb at [row,col {unknown-source}]: [1114,225]"

Product section

Web Help Desk

Cause

An email in the mailbox has a an ASCII character that cannot be converted.

Resolution

1. Log in to the mailbox monitored by Web Help Desk.
2. Create a new folder.
3. Move the oldest email to the newly created folder.
4. Restart Web Help Desk.
5. Wait a few minutes and observe if the mail is now getting processed and deleted from the mailbox.

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