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Mail pull problem


Hello all,
got following problem:
"HelpSpot is unable to pull one or more emails from a mailbox."
In error log:
ERROR: invalid byte sequence for encoding “UTF8”: 0xe16e HINT: This error can also happen if the byte sequence does not match the encoding expected by the server, which is controlled by “client_encoding”.

It seems that there is problem with encoding. question is if it can be fixed on server(application) side or only way to deal - fix on mail client side.