Skip to content

Common Errors

Info

Due to big changes in how inbox works in version 4.14.0 alot of examples have been removed from this section. If you are running an older version of inbox, please have a look here

I cannot Sync my Resource (Email) - 403 Client Error

Description - ExtensionError

When pressing Sync button in the Lime Admin when adding a new resource I get the error:

{
    "error": "403 Client Error: Forbidden for url: https://graph.microsoft.com/v1.0/subscriptions",
    "description": "Operation: Create; Exception: [Status Code: Forbidden; Reason: Access is denied. Check credentials and try again.]",
    "code": "ExtensionError"
}

Solution

This is due to our application in the customers azure portal is missing the correct privileges. Make sure that the customer has done this part in the configuration.

I cannot Sync my Resource (Email) - 404 Client Error

Description

When pressing Sync button in the Lime Admin when adding a new resource I get the error:

{
    "error": "404 Client Error: Not Found for url: https://graph.microsoft.com/v1.0/subscriptions",
    "description": "Operation: Create; Exception: [Status Code: NotFound; Reason: The requested user 'MASKED_ENTRY' is invalid.]",
    "code": "ExtensionError"
}

Solution

This is due to that the email address that you want to listen to is invalid or not accessible

Make sure that the inbox is correct and that you have access (double check with customer).

A "loop of death" has been created, how do I stop it?!

Description

Lime inbox are sending and recieving automatic replies with another inbox somewhere. Causing infinite amounts of trash-helpdesks to be created.

Solution

The reasons for this could be many things, but most likely it's a problem with the email header automatic-reply not being used the correct way. From limepkg-ms-inbox v4.1.0 (using limepkg-transactional-message-library v1.2.0) the lime-inbox helper functions are using this header when sending auto-replies. But if the other mailbox ignores this and don't send the header themselves, there is not much we can do.

From limepkg-ms-inbox v4.2.0, what you can do is temporarily inactivate the resource in lime-admin using the checkbox and then sync and save. Then ask the customer to remove any offending emails from the inbox manually and then activate the resource again.

I can manually renew the expiration date on a resource but the scheduled task doesn't work!

Description

Lime inbox works but the automatic renewal of expiration_date_time does not. But you are able to manually renew it by pressing Sync and Save.

Solution

  1. Ensure that your application has the language en_us activated OR provide server configuration specifying which language the scheduled task should use. This is a default language of Lime CRM and should be activated, even though it is not used. Logs usually post something like Invalid task, this task will not be scheduled. Reason: ['language en_us does not exist on application'] when the scheduled task tries to run (at 18.00, 22.00 and 04.00).
  2. If you have en_us activated in your application but still experience problems - ensure that your taskhandler is feeling healthy.

Warning

Beware that activating a language (such as en_us) in LISA will add missing translations to existing fields and tables. If a user logs in with an untranslated language, they will instead see database names. If possible, try activating the language locally or in a test environment before activating it in the production environment. This way, you can ensure that nothing breaks for the clients and that you can translate and present a good user experience

Emails from a specific address are not coming in to lime.

Description

Emails from a specific address are not coming in to lime, and there are no errors or logs describing why. This usually happens when these emails are being sent by another system. The reason that lime is not consuming them is most likely that they contain headers that indicate that they could be sent automatically (e.g. autoreplies). This is the default behaviour, in order to avoid infinite loop and irrelevant emails.

The relevant headers are:

{
    "Auto-Submitted": "auto-replied",
    "X-Auto-Response-Suppress": "All",
    "Precedence": "auto_reply"
}

To verify that an email contains these headers, open the email in outlook and click on view message details. Scroll through and look for any of the headers above, it could be all or any, it only takes 1 to cause lime to ignore the message.

View Message Details in Outlook Email Headers

Solution

There are 2 ways to go about this problem.

  • Option 1: Inform the owner of the other system. It might be that they aren't aware that they use these headers. Or it could be that they can change/remove these headers when sending to us.
  • Option 2: in your code, add a special case for the email address so that you only check for "is_autoreply" if the email address doesn't match your special case.

I can't validate Client

1. Description - Unable to ge authority configuration for https://microsoftonline.com....

image

Solution

The tenant ID is not correct. Make sure that you have received the correct info from the customer

image