Submit a ticketCall us

Bridging the ITSM Divide
Integrated help desk and remote support software for faster resolution

Join us on Wednesday, November 29, 2017 at 11 a.m. CT, as we discuss the benefits of effectively integrating your help desk software with remote support solutions to help increase the efficiency of IT administration, improve communication, and decrease mean time to resolution (MTTR) for IT issues of all sizes. This directly impacts end-user satisfaction and your business’ bottom line. Register Now.

Home > Success Center > Web Help Desk (WHD) > Email not getting processed to tickets

Email not getting processed to tickets

Updated October , 2017

Overview

Email is not getting processed to tickets, and when you save the Incoming Mail Account settings, you receive with the error:

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]

 

Environment

  • Web Help Desk, all versions

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 2 emails 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.

 

 

Last modified

Tags

Classifications

Public