Guides & TutorialsSupport Tools TroubleshootingTroubleshooting a Cannot connect to host (php_network_getaddresses: getaddrinfo failed: Name or service not known) Error

Troubleshooting a Cannot connect to host (php_network_getaddresses: getaddrinfo failed: Name or service not known) Error

Symptom

Admins may see a POP3 Connection Error report email stating that one or more POP3 connections failed.

The error details show the following error:

Error: cannot connect to host ; error = stream_socket_client():  unable to connect to tls://mail.example.com:143  (php_network_getaddresses: getaddrinfo failed: Name or service not  known) (errno = 0 )

When you test the connection in the Email Importing settings, the test is successful.

Cause

This error is due to multiple support departments sharing the same mailbox and attempting to connect and import emails at the same time.

Solution

We recommend configuring a unique full mailbox for each support department. An alias is not sufficient.

To do this:

  1. Go to Configuration > System Settings > Support Departments.
  2. Click Edit next to the first department that appears in the error report.
  3. Change Email Address to the unique mailbox for only this support department.
  4. Update Email Pass or Client ID/Secret accordingly.
  5. Click Save Changes.
Support Ticket Departments - Email Importing Settings

Repeat this process for each support department until they are all importing email from unique mailboxes.