Incoming mail server - "No messages in mailbox"
Asked by Dries Dewulf:

Good afternoon,

Since 3 days ago we do not get new tickets from our support mailbox.

We tried serveral things to solve the issue:

* re-authorizing to the Microsoft mailbox.
* recreation of incoming mail server
* recreation of mail handler
* ...

But we still get the message as shown in the screenshot below: "No messages in mailbox".

How can we solve this isue?

Thank you in advance!

![Mailbox.png](https://community.atlassian.com/t5/image/serverpage/image-id/334931iC3580932CAA7BB86/image-size/large?v=v2&px=999 "Mailbox.png")


Answers:
author: Andy Heinzer
body: Hi [@Dries Dewulf](/t5/user/viewprofilepage/user-id/5541537)

I have created a support case on your behalf over in <https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-1020842>

Our support team might request data access in order to take a closer look at your Cloud environment.

comments: author: Fadoua
body: [@Andy Heinzer](/t5/user/viewprofilepage/user-id/541137) any suggested solution please since other people are reporting the same issue?

Best,

Fadoua


author: Andy Heinzer
body: [@Fadoua](/t5/user/viewprofilepage/user-id/655791) Seems to be a common occurrence for email accounts that are not using English as the default language recently. Specifically if the Inbox folder is translated to use a different word, Jira is unable to read Inbox folder. The recommended guidance I have seen is to either

1. Change the mailbox account through the email provider (typically Outlook) to use English as a default language (which then changes the name of the folder to Inbox)
2. Or edit the mail handler within Jira to specific the name of the folder as the path


author: Fadoua
body: Appreciated [@Andy Heinzer](/t5/user/viewprofilepage/user-id/541137) , thank you for your quick reply!


author: Lasse Kosiol
body: I have just fixed this problem for my company:  

We are based in Germany and it worked again after I have entered "Posteingang" (german version of 'inbox' into the imap folder parameter).

Seems like the default inbox selection of Jira is failing.


author: Wilhelm Stipsits
body: Hy!

We have the same problem since a few days? Does anyone has a solution for this?

Regards

Willi


author: Dries Dewulf
body: Good morning [@Fadoua](/t5/user/viewprofilepage/user-id/655791) ,

We did not change anything on the instance. We got only a mail about "Re-authorize Microsoft's access to incoming mail" (see picture)

My colleague first did enter the wrong account, so I reset it to the account to our support mailbox. Also, complete recreation did not help.

![JIRA.png](https://community.atlassian.com/t5/image/serverpage/image-id/335533i3A6BDFBA11B0CD44/image-size/large?v=v2&px=999 "JIRA.png")

comments: author: Fadoua
body: Good morning [@Dries Dewulf](/t5/user/viewprofilepage/user-id/5541537)

My apologies for the late reply. I did request Atlassian assistance as it is hard to see what is the problem since you didn't make any changes to your instance.

Best,

Fadoua


author: Fadoua
body: Hi [@Dries Dewulf](/t5/user/viewprofilepage/user-id/5541537)

Welcome to the Atlassian Community!

Did you introduce any change in your instance that could have triggered this behavior? or did it stop by itself without making any changes to your instance?

Best,

Fadoua


Tags: cloud

jira-cloud