New requests do not appear in the list

Below are described most frequent causes of non-delivery of new email requests into WebAsyst Help Desk and methods of their elimination:

1. Connection credentials have been changed on the mail server for the mail box set up in WebAsyst Help Desk. Update mail box connection settings in WebAsyst Help Desk to reflect the new credentials.
2. Connections to external mail servers have been prohibited on the server, where WebAsyst Help Desk is installed. Contact your server administrator to have such connections permitted for your web-hosting account.
3. Incoming messages are removed by other software from the mail server, which results in WebAsyst Help Desk being unable to fetch new mail. This may be caused by a message filter set up on the mail server (try to temporarily disable the filter) or by use of several email clients connected to the same mail box via the POP3 protocol. Such clients can be:
   • other instances of the WebAsyst Help Desk applications (installed on other servers or at other URLs)
   • WebAsyst Mail application

   • desktop email clients such as Thunderbird or Outlook.

     Only one email client should be connected to a mail box via the POP3 protocol. This recommendation is also applicable to WebAsyst Mail and WebAsyst Help Desk!

4. A large message (over 1 MB) is stored on the mail server. Failure to fetch such a message (due to insufficient server resources) may prevent WebAsyst Mail from fetching other incoming mail. To overcome this situation, delete the large message from the mail server or, alternatively, try to increase server resources usage limits in PHP configuration parameters memory_limit and max_execution_time.