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

Email not getting processed to tickets

Updated October , 2017


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]



  • Web Help Desk, all versions


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


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.



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