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.