I have got everything else working but I get the following error from the Fetch Bounces scheduled job (in the scheduled job log)

Full message: Finished execution of Fetch Bounces with result: Failure, Error message: A fatal error was triggered: Could not connect to MailStore for [email protected]@downham.org.uk.mail.aa.net.uk

Error message:

Empty mail protocol

I'm running on WordPress at a hosting provider. I've checked that I can access the mail server from elsewhere, re-entered the data in case of a typo. Tried POP as well as IMAP, with/without SSL. Also tried with Google mail server instead. Finally I tried from one of the Drupal CiviCRM demo servers and it worked from there. I also tried telneting into the IMAP server from the hosting site and that worked fine so can't be a network issue. So it looks like either its a WordPress issue or something about the hosting provider configuration.

Any suggestions as to where to look next?

Many thanks - Mick

1 Answer 1


My sense is that this is more likely to be a hosting/configuration issue than a Wordpress issue. Though it could of course be a hosting issue that only affects Wordpress sites :p. Did you try testing on http://wpmaster.demo.civicrm.org/?

'Empty mail protocol' is from the more helpful end of the error message spectrum.

I would first check on this page civicrm/admin/mailSettings?reset=1 that the protocol is set for the processor you are using for Bounce processing.

If and when you have ruled out any issues there, it would be time to start digging a little deeper...

Hopefully you don't have to read this far, but just in case...

Depending on your willingness to jump into the code case, the next step would be to look through the code of the Fetch Bounces scheduled job. https://github.com/civicrm/civicrm-core/blob/master/api/v3/Job.php#L356 passes of to https://github.com/civicrm/civicrm-core/blob/master/CRM/Utils/Mail/EmailProcessor.php quite quickly.

It looks like your error message is being generated here: https://github.com/civicrm/civicrm-core/blob/master/CRM/Utils/Mail/EmailProcessor.php#L165 and here: https://github.com/civicrm/civicrm-core/blob/master/CRM/Mailing/MailStore.php#L57.

So the question is, why isn't $protocols[$dao->protocol] set on https://github.com/civicrm/civicrm-core/blob/master/CRM/Mailing/MailStore.php#L56?

Happy to expand on this answer if necessary.

  • 1
    Thanks - yes went down that route and found that I'd got two default mail accounts - I'd created a new one when I thought I had edited the example one. Deleting the example one solved the problem!
    – Mick Kahn
    Commented May 6, 2017 at 21:48

Your Answer

By clicking “Post Your Answer”, you agree to our terms of service and acknowledge you have read our privacy policy.

Not the answer you're looking for? Browse other questions tagged or ask your own question.