Allowed memory size exhausted

[githubuser-112]

Hi,

one of our agents is blocked out of the system, the log shows the following:

Allowed memory size of 536870912 bytes exhausted (tried to allocate 3689224 bytes) {"userId":4,"email":"xxx@xxx.tld","exception":"[object] (Symfony\\Component\\Debug\\Exception\\FatalErrorException(code: 1): Allowed memory size of 536870912 bytes exhausted (tried to allocate 3689224 bytes) at ..../web/vendor/laravel/framework/src/Illuminate/Cache/FileStore.php:187)

Any idea how to fix it and why it is only happening to one agent? Rest of the agents can access the system without problem.

Thank you very much!

PHP version: 8.2.17 FreeScout version: 1.8.119 Database: MySQL Are you using CloudFlare: No

[freescout-helpdesk]

Can you give the full error message.

[githubuser-112]

Thanks for your fast response!

This is the full error message. After that there's only "[stacktrace] #0 {main} "}".

[githubuser-112]

Just checked the server error file, here´s the entry:

2024/04/12 10:04:50 [error] 2856680#2856680: *96110973 FastCGI sent in stderr: "PHP message: PHP Fatal error: Allowed memory size of 536870912 bytes exhausted (tried to allocate 3689224 bytes) in /web/vendor/laravel/framework/src/Illuminate/Cache/FileStore.php on line 187" while reading response header from upstream, client: xxx.xxx.xxx.xxx, server: xxx.tld, request: "GET / HTTP/2.0", upstream: "fastcgi://unix:/var/lib/php5-fpm/web33_1112ed3f.sock:", host: "xxx.tld"

[freescout-helpdesk]

There should be full stacktrace in Manage > Logs > App Logs

[githubuser-112]

Unfortunately there is not, please see screenshot:

[freescout-helpdesk]

Click on it to unfold (On the grey square to the left from "Allowed...")

[githubuser-112]

This is unfolded already. I´m sorry, but there is not more information given by the system.

Just for you to check, this is how it looks before clicking:

[borgarlie]

We also quite often get a similar issue. Perhaps a couple of times a day.

Allowed memory size of 4294967296 bytes exhausted (tried to allocate 4294967304 bytes) {"exception":"[object] (Symfony\\Component\\Debug\\Exception\\FatalErrorException(code: 1): Allowed memory size of 4294967296 bytes exhausted (tried to allocate 4294967304 bytes) at /www/html/overrides/webklex/php-imap/src/Connection/Protocols/ImapProtocol.php:275)
[stacktrace]
#0 {main}
"}

(Nothing more in stacktrace)

We have tried increasing the memory a few times, but even get the issue at 4gb. I would assume there is some memory leak somewhere, but I am not that familiar with PHP.

NOTE: We have 500 users, 74 mailboxes, 350k threads in the database, and 1000s of emails incoming daily. The issue is almost always a part of the fetch emails job.

Edit: This is probably not at all related to the issue you are describing regarding an agent getting locked out.

[freescout-helpdesk]

This is unfolded already. I´m sorry, but there is not more information given by the system.

It means the issue need to be investigated on your server by someone.