In SupportCenter Plus, mail fetching problems can be categorized as follows:
Check whether the configured username and password are correct.
If the username and password are correct, check whether the mail server configurations are correct.
If the configured protocol is IMAP, the open concurrent IMAP connections could get exhausted sometimes. In such cases, an authentication exception is thrown intermittently (whenever the connection gets exhausted). Mail fetching will resume once an open IMAP connection becomes available. To know more, go to the link: Intermittent AuthenticationFailedException in IMAP protocol in SDP
If there are no connectivity issues with third-party apps, and there are authentication issues only with SupportCenter Plus, go here.
Configured mail host name is unknown or not reachable (or) Unable to connect to the mail server with the provided configurations
Check whether as mentioned, the configured server name is correct.
If the server name is correct, check whether the protocol configurations are correct.
The software/hardware firewall might be blocking the POP/IMAP port. If this is the case, please try after unblocking the port/try EWS (Exchange Web Services).
Could not find valid certification path to requested target, kindly configure to apply Trusted/Self Signed Certificate
You are trying to establish a secure connection to your mail server (say POPS or IMAPS), but the certificate for connecting to that mail server is not present in the application (Java key store).
Download the file from the link given below and extract it to the SupportCenter Plus Home directory:
Run the extracted batch file (Windows / Linux based on your server's operating system) from the command prompt using the syntax given below:
For Windows - gencert.bat <hostname>:<port>
E.g. cmd> gencert.bat sdpexchange.com:995
For Linux - sh gencert.sh <hostname>:<port>
E.g. sh gencert.sh sdpexchange.com:995
The server will send the available certificates in the command prompt. You will be asked to enter the certificate number to proceed further. On supplying the certificate number, a file called jssecacerts is generated in the SupportCenter Plus Home Directory (if the file is already present, this certificate will be appended to it).
Copy the jssecacerts file to jre\lib\security folder and restart SupportCenter Plus application.
Save the settings and test the mail connection.
The user might not have write access to the mailbox.
Please get the appropriate write access for the mailbox from your Administrator. The write access is necessary to delete the mails from your mailbox after it is fetched.
Unable to connect to the mail server. Check server URL and try again.
The connect URL for EWS might be incorrect. Correct the connect URL. To know the EWS URL for your Exchange Server go to the link below:
Troubleshooting Mail Sending problems
If the settings are configured right and the connection is successful, a sample mail will be sent to given the email address. If not, an error message will be displayed on the screen.
The common exceptions that occur in SupportCenter Plus while sending mails can be categorized as follows:
Incorrect username or password.
Unable to reach host.
Unable to connect to the mail server. Check Connect URL and try again.
Unknown error occurred.
Verify if the configured username and password are correct.
Check your mail server configurations (protocol, TLS, port).
Configure the account using a third-party mail client and send a sample email to the same account. If the credentials are correct, you will be taken to the welcome page. If not, the alert prompt will be displayed repeatedly.
Note: If you are using SMTP/STMPS, do not check your account configurations using Outlook Web Access as it works with the MAPI protocol. If you are using Exchange Web Services, open the connect URL in an incognito window.
If you are still unable to login with your credentials, click here to debug your email and send a log report for analysis.
Unable to reach host
Check if the configured server name is correct.
If the server name is correct, check if the protocol configurations are correct. If you are using Exchange Web Services, ensure the connect URL is correct. To find your Exchange Server URL, go to this link.
If you are using SMTP/SMTPS, the software/hardware firewall might be blocking the SMTP/SMTPS port. If this is the case, unblock the port or try EWS (Exchange Web Services).
Unable to connect to the mail server. Check connect URL and try again.
The connect URL for EWS might be incorrect. Correct the connect URL. To know the EWS URL for your Exchange Server, go to the link below:
Unknown error occurred
If you are using Exchange Server and SMTP protocol (SMTP+TLS), ensure that your Exchange Server's certificate is updated in SupportCenter Plus. To apply for the Exchange Server certificate, go here. If you are using EWS, you need to apply certificate in SupportCenter Plus unless you are using Self-Signed Certificate in your Exchange Server. To apply EWS certificate in SupportCenter Plus, go here. If you are using Office 365, you need not apply certificate.
If there are no connectivity issues with third-party apps, and there are authentication issues only with SupportCenter Plus, enable email debugging and mail the logs for analysis:
To debug your emails, check the Enable Email Debug box and save the settings.
Re-create the issue to populate the debug prints in the logs.
The debug prints will be saved in the logs folder in the application server. For e.g. In Windows, the logs folder will be present in C→ManageEngine→SupportCenter→logs.
Zip the logs folder.
Mail the zipped folder to firstname.lastname@example.org for analysis.
Unable to save settings
To use the same mailbox in both Incoming and Outgoing Mail Server Settings, create a separate application (with different client ID).
Refer to microsoft documents for more details about throttling limits in Microsoft Graph API.