Remedy - Email Engine - POP3 Incoming Mailbox with SSL - Authentication Failed

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    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    PRODUCT:

    Remedy AR System Server


    COMPONENT:

    AR System


    APPLIES TO:

    Email Engine



    PROBLEM:

    When trying to configure mail protocol POP3 for an incoming mailbox in Remedy with SSL (port 995, with SSL) it gives an authentication error.
    Port 995 is open and also the credentials being used work for the SMTP outgoing mailbox.


    CAUSE:

    SSL certificate failure


    SOLUTION:

    1- Check the article: Remedy - Email Engine - How can I test my Mailbox Configuration outside of the Email Engine?
    Check by sending a test e-mail using the mailbox configuration.

    Example of the authentication failure:
    ...................
    DEBUG: JavaMail version 1.5.2
    DEBUG: URL jar:file:/E:/DATA/eMailTestUtility/emailTestUtility.jar!/META-INF/javamail.providers
    DEBUG: successfully loaded resource: jar:file:/E:/DATA/eMailTestUtility/emailTestUtility.jar!/META-INF/javamail.providers
    DEBUG: successfully loaded resource: /META-INF/javamail.default.providers
    DEBUG: Tables of loaded providers
    DEBUG: Providers Listed By Class Name: {com.sun.mail.imap.IMAPSSLStore=javax.mail.Provider[STORE,imaps,com.sun.mail.imap.IMAPSSLStore,Oracle], gnu.mail.providers.mbox.MboxStore=javax.mail.Provider[STORE,mbox,gnu.mail.providers.mbox.MboxStore,support@bmc.com], com.sun.mail.imap.IMAPStore=javax.mail.Provider[STORE,imap,com.sun.mail.imap.IMAPStore,Oracle], com.sun.mail.pop3.POP3SSLStore=javax.mail.Provider[STORE,pop3s,com.sun.mail.pop3.POP3SSLStore,Oracle], com.sun.mail.pop3.POP3Store=javax.mail.Pr
    ovider[STORE,pop3,com.sun.mail.pop3.POP3Store,Oracle], com.sun.mail.smtp.SMTPSSLTransport=javax.mail.Provider[TRANSPORT,smtps,com.sun.mail.smtp.SMTPSSLTransport,Oracle], com.bmc.mail.mapi.MAPITransport=javax.mail.Provider[TRANSPORT,mapitransport,com.bmc.mail.mapi.MAPITransport,support@bmc.com], com.bmc.mail.mapi.MAPIStore=javax.mail.Provider[STORE,mapistore,com.bmc.mail.mapi.MAPIStore,support@bmc.com], com.sun.mail.smtp.SMTPTransport=javax.mail.Provider[TRANSPORT,smtp,com.sun.mail.smtp.SMTPTrans
    port,Oracle]}
    DEBUG: Providers Listed By Protocol: {mbox=javax.mail.Provider[STORE,mbox,gnu.mail.providers.mbox.MboxStore,support@bmc.com], mapitransport=javax.mail.Provider[TRANSPORT,mapitransport,com.bmc.mail.mapi.MAPITransport,support@bmc.com], smtp=javax.mail.Provider[TRANSPORT,smtp,com.sun.mail.smtp.SMTPTransport,Oracle], mapistore=javax.mail.Provider[STORE,mapistore,com.bmc.mail.mapi.MAPIStore,support@bmc.com], imaps=javax.mail.Provider[STORE,imaps,com.sun.mail.imap.IMAPSSLStore,Oracle], imap=javax.mail
    .Provider[STORE,imap,com.sun.mail.imap.IMAPStore,Oracle], pop3=javax.mail.Provider[STORE,pop3,com.sun.mail.pop3.POP3Store,Oracle], smtps=javax.mail.Provider[TRANSPORT,smtps,com.sun.mail.smtp.SMTPSSLTransport,Oracle], pop3s=javax.mail.Provider[STORE,pop3s,com.sun.mail.pop3.POP3SSLStore,Oracle]}
    DEBUG: successfully loaded resource: /META-INF/javamail.default.address.map
    DEBUG: getProvider() returning javax.mail.Provider[STORE,pop3,com.sun.mail.pop3.POP3Store,Oracle]
    DEBUG POP3: mail.pop3.rsetbeforequit: false
    DEBUG POP3: mail.pop3.disabletop: false
    DEBUG POP3: mail.pop3.forgettopheaders: false
    DEBUG POP3: mail.pop3.cachewriteto: false
    DEBUG POP3: mail.pop3.filecache.enable: false
    DEBUG POP3: mail.pop3.keepmessagecontent: false
    DEBUG POP3: mail.pop3.starttls.enable: false
    DEBUG POP3: mail.pop3.starttls.required: false
    DEBUG POP3: mail.pop3.apop.enable: false
    DEBUG POP3: mail.pop3.disablecapa: false
    DEBUG POP3: connecting to host "{email_server_host}", port 995, isSSL false

    Exception occours while receiving email :Connect failed
    ...................

    2- Check using the SSL Poke tool to verify the SSL certificate on the E-mail Engine.
    Remedy - Server/Web - Checking SSL connection out of remedy using SSL Poke utility
    which based on the above errors initially it will certainly give a certificate error when following the instructions of the article above.

    To address the certificate issue: 

     
      1- Reinstall root certificate.
      
      2- Reinstall intermediate certificate.
      
      3- Remove the existing certificate for email DNS name which is coupled with single sign-on.
      
      4- Install the certificate using the POP3 server DNS which is NOT coupled with single sign-on.
      
      5- Restart the Email Engine service.

     


    Article Number:

    000159306


    Article Type:

    Solutions to a Product Problem



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