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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now
  • Unable to email via SMTP

    When I try to sending the test mail I get the following problem extensively

     Mailer Error

    Unable to email via SMTP: 587 [xxxxxxx] Failed to
    set sender: [SMTP: Invalid
    response code received from server (code: 530, response: 5.7.0 Must issue a
    STARTTLS command first)]

    Here are the versions I am running:          

    Ubuntu                              16.04 LTS

    OsTicket Version               v1.10 (9012e5ea)

    Web Server Software        Apache/2.4.18 (Ubunu)

    MySQL Version                 5.7.19

    PHP Version            

    I have tried everything found in the forums but unsuccessfully. It seems that
    the solution is downgrade to php5.5, for my setting it is not possible, php5.5 it
    not fully supported on ubuntu 16.04 and php5.5 is no longer supported in the
    repository ppa:ondrej/php. 

    I am quite desperate. Please, could you help me?


  • SMTP not working on office 365 premium account
    Hi All,

    I have migrated our mail to office 365 premium, and now I have problems with sending mails through osticket. Receiving mails works, but sending not. it gives the following error:

    Sending Email via SMTP     
    authentication failure [SMTP: Invalid response code received from server (code: 535, response: 5.7.3 Authentication unsuccessful [])]

    There are a number of forum threads on this topic, but so far nothing has worked. The specific error I can't find either on this forum. Can someone help me?
    My settings are as follows:


    Logging in on IMAP works, sending mail doesn't work
    osticket version: v1.10
    PHP version: 5.5.26 
    > openssl s_client -crlf -connect -starttls smtp -> connects with ssl from my server

  • Issues after Upgrade 1.9.12 to 1.10
    osTicket Version :v1.10 (901e5ea) — Up to date
    Web Server Software :Apache Phusion_Passenger/4.0.10 mod_bwlimited/1.4
    MySQL Version :5.5.44
    PHP Version :5.5.38

    i have some Issues 
    1. Blank Ticket :
      1. some tickets which were filtered & auto assigned, didn't have any content apart from user details & ticket info. where as received emails with content.
      2. in these kind of tickets we are unable to close it & link for assign & other buttons doesn't work in this case when we are into the ticket
    2. User Search : Ticket Creation search
      1. Ticket Creation form : in Earlier version we were able to use our own variables <Client ID>, which was in use for searching for client selection
      2. User search : in old version we were able to search with our <Client ID> all the places in the system.
    3. My ticket view:
      1. in old version agent was able to see only the ticket assigned to the them & other tickets in open ticket, but now it shows other ticket also
    we had faced SMTP = STARTTLS Error issue then we had down graded php version to 5.5 from 5.6

    Blank ticket :

  • authentication failure [SMTP
    Hi Kevin,

    Another error:

    authentication failure [SMTP: STARTTLS failed (code: 220, response: 2.0.0 SMTP server ready)]
    Dont working.....
  • Failed to configure Email SMTP settings
    Hi Guys,
    I know this is an old thread, but I'm having this very same issue on latest version 1.10, MySQL 5.5.43 and PHP 5.6.3.
    If I downgrade to 5.5.9 php version - I can send mail no problem - however that versions presents me with performance issues and error 500.
    I have OpenSSL extension installed and loaded...
    I've tried the suggested edits as proposed above however, I now get this error:

    authentication failure [SMTP: SMTP server does
    not support authentication (code: 250, response: MX-Core.love4it.local
    Hello []
    SIZE 36700160
    Any help is much appreciated
  • Slow, Error 500 & Mail Issues
    I just tried reverting to PHP 5.6.3 and authentication fails on SMTP with the following error:
    authentication failure [SMTP: STARTTLS failed (code: 220, response: 2.0.0 SMTP server ready)]
    I read somewhere that this was a bug in 5.6 with osticket so I downgraded and authentication worked and I was able to send emails from the system
  • authentication failure [SMTP
    i got an (SMTP: STARTTLS failed (code: 220, response: 2.0.0 SMTP server ready) on CPanel..  what i did is copy the SMTP of OSticket version 1.10.. It works for me..
  • authentication failure [SMTP
    Restart my cPanel CentOS Server!
    Now it's with PHP 5.6

    Now the error has changed:

    Authentication failure [SMTP: STARTTLS failed (code: 220, response: 2.0.0 SMTP server ready)]
  • LDAP plugin issues

    we are successfully using osTicket in one installation without a central directory. Currently we have to deploy one more instance of it, but the strong requirement is to interface it to an existing LDAP user base. So we proceeded with a new install and addition of the "auth-ldap" plugin.
    All the prerequisites were preinstalled, the installation went on without any glitches, and in the end "auth-ldap.phar" plugin was added. These are the technical details of our installation:
    OS: Centos 7 (1611)
    Mysql: mysql-community-server-5.6.35-2.el7.x86_64
    PHP: php-5.4.16-42.el7.x86_64
    osTicket: 1.10
    auth-ldap.phar plugin: 0.6.3
    LDAP server: openldap-2.4.40-13.el7.x86_64 (no anon bind, ldaps with K5 backend responding at port 636).
    This server perfecly works with SSSD on many nodes and, among other uses, provides authentication
    for a  Dokuwiki web site running on the same host where osTicket was just installed.
    This is how our typical user is defined inside LDAP:
    # LDAPv3
    # base <dc=example,dc=com> (default) with scope subtree
    # filter: uid=testus
    # requesting: ALL
    # testus, Users,
    dn: uid=testus,ou=Users,dc=example,dc=com
    objectClass: top
    objectClass: inetOrgPerson
    objectClass: posixAccount
    uid: testus
    cn: Andy
    sn: Apple
    displayName: Andy Apple
    uidNumber: 16055
    gidNumber: 21003
    loginShell: /bin/tcsh
    homeDirectory: /home/testus
    telephoneNumber: 008189934
    The installation and enablement of auth-ldap.phar went smoothly, and we were able to obtain the green message after configuring the plugin. To get this green message, we had to specify "ldaps://" in place of "". The binddn and its password worked without problems. So far so good..
    Finally, I've tried to login into osTicket usting the existing LDAP user and its password. This did not work and the web server reported this error:
    [Fri Jan 06 22:05:14.785323 2017] [:error] [pid 21277] [client] PHP Fatal error:  Call to a member function bind() on a non-object in phar:///var/www/html/tt/include/plugins/auth-ldap.phar/authentication.php on line 220, referer:
    Digging a bit, I've discovered that this problem was occuring in the "getConnection" function inside "authentication.php", specifically some of "defaults" array entries were undefined before executing "bind" within this fragment of code:
            foreach ($this->getServers() as $s) {
                $params = $defaults + $s;
                $c = new Net_LDAP2($params);
                $r = $c->bind();
                if (!PEAR::isError($r)) {
                    $connection = $c;
                    return $c;
    So I have set these:
    $defaults['port'] = 636;
    $defaults['starttls'] = false;
    $defaults['binddn'] = 'uid=bindus,ou=Users,dc=example,dc=com';
    $defaults['bindpw'] = 'bindpassword';
    $defaults['basedn'] = 'dc=example,dc=com';
    Then I added into $defaults ['options'] 'LDAP_OPT_PROTOCOL_VERSION' => 3
    (this setting is successfully used for Dokuwiki authentication on the same box).
    After that, the error message did not appear anymore, and the authentication process went much further. But the user was anyway not accepted ("Access denied" message). I then redfined the RFC-2307 schema as follows:
            // A general approach for RFC-2307
            '2307' => array(
                'user' => array(
                    'filter' => '(objectClass=posixAccount)',
                    'first' => 'cn',
                    'last' => 'sn',
                    'full' => array('displayName'),
                    'email' => 'mail',
                    'phone' => 'telephoneNumber',
                    'mobile' => 'telephoneNumber',
                    'username' => 'uid',
                    'dn' => 'uid={username},{search_base}',
                    'search' => '(&(objectClass=posixAccount)(|(uid={q}*)))',
                    'lookup' => '(&(objectClass=posixAccount)({attr}={q}))',
    And then traced the issue to this point at function "authenticate":
            if (!PEAR::isError($r))
                return $this->lookupAndSync($username, $dn);
    This led me to the "lookup" function call inside lookupAndSync:
                if (!($info = $this->lookup($dn, false)))
    Which finally ported me to the search call defined in the "include/Net/LDAP2/Search.php"
            $r = $c->search($lookup_dn, '(objectClass=*)', $opts);
            if (PEAR::isError($r) || !$r->count())
                 return null;
    So this search call ended without finding the user inside LDAP (but the bind went well with his password).
    To conclude, it seems that everything is almost working, but, most probably, I must have made some mistake with the schema definition. I will dig it further, but any hint/help at this stage would be highly appreciated. We are very much impressed with osTicket (use it at another organization), but in our current setup we absolutely need to interface it with LDAP.
    Thanks ahead for your help, and best regards!
  • authentication failure [SMTP: SMTP server does not support authentication (code: 250, response: BN6P
    Ya, It will say its successful, then I try sending a test email and no email is sent. So far what I have found out is, if anything is linking to O365 it has to be authenticated. I also have a few other devices/services sending emails out as well authenticating through the smtp server. But what is really getting me about this problem is that it says the server does not support authentication (SMTP server does not support authentication) but yet it needs to authenticate (STARTTLS)... if I reading the errors correctly.
  • authentication failure [SMTP: SMTP server does not support authentication (code: 250, response: BN6P
    I switched over to office365 and keep getting this error for the smtp server. I have linked a few other servers with similar mail function to the same address and same credentials, they work. Not really sure where to start on solving this issue....
    authentication failure [SMTP: SMTP server does
    not support authentication (code: 250, response: Hello []
    SIZE 157286400

  • Email cant send...
    Hi all
    i am on:
    Admin Panel
    Email Diagnostic.

    here i create a Sample email

    subject: osTicket test email
    body: osTicket test email

    say me: 

    Test email sent successfully to <>

    But never never arrive the email on the box:

    i see on Dashboard-> System Logs:

    Mailer Error

    Unable to email via [swmanzana] Failed to set sender: [SMTP: Invalid response code received from server (code: 530, response: 5.7.0 Must issue a STARTTLS command first. m127sm2019646itc.19 - gsmtp)]

    any advice?


  • [resolved] SMTP with office 365 again
    Connect with openssl works:

     openssl s_client -crlf -connect -starttls smtp
  • Not sending or receiving emails
    found a real solution. Had to search this forum a bit but found it!!!

    The problem IS in SMTP.php the file was not updated completely to incorporate php5.6.

    @Shaddana (sorry Shad for dragging you into this, but got to give you credit for the fix) found the problem in the SMTP.php config:
    I found in line 600 as follows :
            if ($tls && version_compare(PHP_VERSION, '5.1.0', '>=') &&
                extension_loaded('openssl') && isset($this->_esmtp['STARTTLS']) &&
                strncasecmp($this->host, 'ssl://', 6) !== 0)

    I modify to :
            if ($tls && version_compare(PHP_VERSION, '6.1.0', '>=') &&
                extension_loaded('openssl') && isset($this->_esmtp['STARTTLS']) &&
                strncasecmp($this->host, 'ssl://', 6) !== 0)

    It was in line 573 for me but, seems like a dev issue.....
  • Not sending or receiving emails
    1. Are you still using an outdated version? (1.9.12 when there have been multple maint versions, and a new version released since then)

    2. Have you read the threads linked in this thread recently? (specifically comment 4)

    3. Do you remember posting that you found a fix and posted it here?
  • Not sending or receiving emails
    @ntozier as per our prior conversation that you were so dismissive about.

    I posted the information you suggested I post... 7 months ago........ Your suggesting to get it working was to:

    "So that's actually why I suggested that you try PHP 5.5 instead. :)"

    Don't get me wrong I am more than happy to downgrade to a version that works with the application, but I find it very frustrating when the product advertises it works with (insert software version) but it really doesn't. 

    This is a dev problem. A search pulled up multiple threads with people dealing with the starttls error. Here is a link to the search All "solved" starttls errors solutions are to downgrade to a previous version of php. This is a solution non-the-less, but it does not mean php5.6 is compatible with your app.

    If you can get it to work with php5.6 SHOW ME A WORKABLE SOLUTION. Please prove me to be an idiot. I would rather have osticket working on php5.6 then to be proven right that osticket is not fully compatible with it.
  • Only php5.4-5.5 will work correctly with osticket
    I tend to disagree. It supports 5.6 like Clinton did with the Honduras coup or Benghazi..... With php 5.6 it will run the site, ldap, and most other things, but it will not properly link with the smtp function. I have browsed these forums and the internet for quite a while searching for the solution to the starttls error. It keeps coming back to the php version, in which people suggested editing the php.ini file amongst other php config files. I have done this. In the end the only solution I have found to work was to downgrade to php5.5 or 5.4. If there is workable solution to the starttls error with php5.6 please let me know and how to fix this issue.
  • Failed to configure Email SMTP settings
    i got the same issue on osTicket v1.9.15
    Also the mailserver i try to use doesn't support unsecure connections anymore.
    On Port 465 it takes a long time then it says Failed to connect to [SMTP: Invalid response code received from server (code: -1, response: )]
    On port 587 it says authentication failure [SMTP: STARTTLS failed (code: 220, response: Ready to start TLS)]
    i tried matuha's approach to set the value the php version is compared to to 6.1.0, but it failed slightly different.
    (for version 1.9.15 it can be found at line 564 of /include/pear/Net/SMTP.php)
    On Port 465 again it takes a long time and then says Failed to connect to [SMTP: Invalid response code received from server (code: -1, response: )]
    On port 587 it says authentication failure [SMTP: Invalid response
    code received from server (code: 538, response: 5.7.11 authentication failed, please try SSL/TLS
    I also tried experimental Bugfix #2628 by John Hunt committed Feb 17, 2016, but it results in the same messages as with matuha's approach.
  • Email Issues

    Here is our osTicket info:

    osTicket Versionv1.9.12 (19292ad)  Upgrade— v1.9.14 is available
    Web Server SoftwareApache
    MySQL Version5.5.42
    PHP Version5.6.17

    When an agent adds a message, our customers are not always receiving the email response.  Some customers do, and some do not.  Trying to track down the issue.

    We checked the mail logs, and the ones that do not get received, are not showing up in the mail logs.  The ones that do get recevied, do show up in the logs.  This implies an issue in osTicket not being able to send the email properly.....

    Right now we have email all using PHP Mail functions as we have never been able to get SMTP to configure properly for our email address.  The problem seems to be getting worse lately.  When I use the Diagnostics for email, our tests all work fine.

    I wanted to try to set up using SMTP directly in osTicket, but am not able to.

    We use Bluehost, and have 2 smtp ports.  26 non-secured, and 465, SSL.

    When I try 26, I get the following:
    authentication failure [SMTP: STARTTLS failed (code: 220, response: TLS go ahead)]

    When I try 465, osTicket just hangs and nothing happens.

    Incoming emails (we use fetch) all work,and the IMAP and SMTP user/pwd are the same, so that is correct.

    Any ideas how to resolve the SMTP issue?
    And, where can I track down mail errors from the PHP functions since it appears some are not getting sent.

    Thanks for any help and advice,

  • Problem with emails - Authentication
    When I try to make a new email with the SMTP authentication, I receive this error:

    authentication failure [SMTP: STARTTLS failed (code: 220, response: 2.0.0 Ready to start TLS)]