Error 'Uncaught Exception: Connection to ssl://smtp.gmail.com:465 Timed Out...' When Opening an Email With a Zip File

Overview

When opening an email or ticket with a .zip file in the Staff Control panel of Kayako Classic, users might see the following error:

Uncaught Exception
Connection to ssl://smtp.gmail.com:465 Timed Out...

This article provides information on how to fix the issue.

Prerequisite

• Admin access to the server

Solution

Increasing the default_socket_timeoutsetting in thephp.inifile should fix this issue.

For Kayako Classic Download:

1. Log in to your server and open the php.inifile.
2. Look for the following line of code:
   

   ; Default timeout for socket based streams (seconds)
   
   ; http://php.net/default-socket-timeout
   
   default_socket_timeout = 60

3. Increase the value ofdefault_socket_timeout, say from 60 to 120.
4. Save the file and exit.

For Kayako Classic OnDemand

Since your instance is hosted by Kayako, please submit a ticket to the support team so we can forward this request to the SaaS Ops team.

1. Click the Submit a ticket button at the top or at the bottom of this page. If you already have an open ticket for this issue, please proceed to step 2.
2. In your ticket, provide the following:
   • Details of the issue including a screenshot of the error.
   • Your instance or domain name.

<supportagent>

Instructions for Agents

If you receive this request from an OnDemand customer, submit a change request to increase the value ofdefault_socket_timeout. 

1. Go to Jira and file a Change Request by clicking the Create button.
   
   
   
   
2. Select the Kayako Classic (KAYAKOC) project from the dropdown.
3. For the Issue Type, select Change Request.
   
   
   
   
4. Fill out the entire form with the necessary details.
5. Click the Create button to proceed with submitting the request.

• To learn more about submitting change requests and escalations, please read the article Escalating to Engineering and Saas Ops.
• Sample JIRA for your reference: KAYAKOC-18206. This JIRA ticket includes a link to a change runbook that you may replicate and submit on the change request ticket. 

</supportagent>