"Net::IMAP::NoResponseError:Duplicate folder name (Failure)" error message for Gmail Connector

October 19, 2021 04:50

Issue Symptoms

Emails sent to a Support Address connected via Gmail Connector are not creating tickets.

Conditions

Support Address has been connected via Gmail Connector.
Support Address shows a Net::IMAP::NoResponseError:Duplicate folder name (Failure)" error under Admin () > Channels > Email.

Resolution

The Gmail Connector creates a hidden-folder of sorts within Gmail with the title "MorgWard", which it relies on for its operations. Verify that the connected Support Address does not have a similarly-named folder in Gmail that was manually created. If one does exist, rename this folder.

If the issue persists, contact MorgWard customer support.