Failed to connect outlook365 for incoming email

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    PRODUCT:

    Remedy AR System Server


    COMPONENT:

    Remedy AR System Server


    APPLIES TO:

    Remedy AR System Server 9.1.02 Office 365 Exchange Online



    PROBLEM:

    We've configure outlook365 as incoming email. We've ever successfully received the incoming email for approve/rejected mail.
    Since May 02,2017, the incoming email didn't feed into email message.
    We've found messages in email.log as below.

    ======================
    <EML> <TID: 39> <SEVERE > <LoggingModule> <MBConnection.java:487> /* Fri May 12 2017 12:50:57.543 */ Couldn't connect to host, port: outlook.office365.com, 995; timeout -1
    <EML> <TID: 39> <SEVERE > <LoggingModule> <MBConnection.java:486> /* Fri May 12 2017 12:51:58.779 */ Could not connect to :outlook.office365.com
    <EML> <TID: 39> <SEVERE > <LoggingModule> <MBConnection.java:487> /* Fri May 12 2017 12:51:58.779 */ Logon failure: unknown user name or bad password.
    =========================================
    OS: Windows Server 2012 R2 Standard
    Database: SQL Server 2012
    ITSM 9.1.02
    AR Server 9.1.02


    SOLUTION:

    We see following errors for POP3 configuration:


    <EML> <TID: 39> <SEVERE > <LoggingModule> <MBConnection.java:486> /* Tue May 09 2017 00:31:44.408 */ Could not connect to :outlook.office365.com
    <EML> <TID: 39> <SEVERE > <LoggingModule> <MBConnection.java:487> /* Tue May 09 2017 00:31:44.408 */ Connect failed
    <EML> <TID: 39> <SEVERE > <LoggingModule> <MBConnection.java:486> /* Tue May 09 2017 00:33:05.421 */ Could not connect to :c
    <EML> <TID: 39> <SEVERE > <LoggingModule> <MBConnection.java:487> /* Tue May 09 2017 00:33:05.421 */ Couldn't connect to host, port: outlook.office365.com, 993; timeout -1

    Following errors were seen in the email logs for IMAP:


    <EML> <TID: 38> <SEVERE > <LoggingModule> <MBConnection.java:486> /* Thu Jun 08 2017 17:31:52.194 */ Could not connect to :xyz123.outlook.com
    <EML> <TID: 38> <SEVERE > <LoggingModule> <MBConnection.java:487> /* Thu Jun 08 2017 17:31:52.195 */ Couldn't connect to host, port: xyz123.outlook.com, 143; timeout -1
    <EML> <TID: 38> <SEVERE > <LoggingModule> <MBConnection.java:486> /* Thu Jun 08 2017 17:33:13.210 */ Could not connect to :xyz123.outlook.com
    <EML> <TID: 38> <SEVERE > <LoggingModule> <MBConnection.java:487> /* Thu Jun 08 2017 17:33:13.210 */ Couldn't connect to host, port: xyz123.outlook.com, 143; timeout -1
    <EML> <TID: 38> <SEVERE > <LoggingModule> <MBConnection.java:486> /* Thu Jun 08 2017 17:34:34.222 */ Could not connect to :xyz123.outlook.com

    Telnet works fine from the Email engine box on port 995 and 993 to outlook.office365.com

    We asked to run the Connectivity Test for the Office365 from https://testconnectivity.microsoft.com/ for IMAP and POP3

    Results gave following errors:

    1.
    The IMAP service is being tested.
    There was an error testing the IMAP service

    Additional Details

    Secured: CN=outlook.com, O=Microsoft Corporation, L=Redmond, S=Washington, C=US S: * OK The Microsoft Exchange IMAP4 service is ready. [RABCADYAUABSADEAMAAwADEAQwBBADAAMAAxADIALgBFAFUAUgBQAFIARAAxADAALgBQAFIATwBEAC4ATwBVAFQATABPAE8ASwAuAEMATwBNAA==] C: 1 CAPABILITY S: * CAPABILITY IMAP4 IMAP4rev1 AUTH=PLAIN AUTH=XOAUTH2 SASL-IR UIDPLUS ID UNSELECT CHILDREN IDLE NAMESPACE LITERAL+ 1 OK CAPABILITY completed. C: 2 LOGIN user@xyz.com <password> S: 2 NO LOGIN failed. C: 3 LIST "" * S: 3 BAD Command received in Invalid state. Microsoft.Exchange.Tools.ExRca.Tests.ImapPop.MailProtocolException: 3 BAD Command received in Invalid state. at Microsoft.Exchange.Tools.ExRca.Tests.ImapPop.ImapProtocolTester.SendCommand(String command, String logString) at Microsoft.Exchange.Tools.ExRca.Tests.ImapPop.BaseProtocolTest.PerformTestReally()

    2.
    The POP service is being tested.
    There was an error testing the POP service.

    Additional Details

    Secured: CN=outlook.com, O=Microsoft Corporation, L=Redmond, S=Washington, C=US S: +OK The Microsoft Exchange POP3 service is ready. [RABCADYAUABSADEAMAAwADEAQwBBADAAMAAxADkALgBFAFUAUgBQAFIARAAxADAALgBQAFIATwBEAC4ATwBVAFQATABPAE8ASwAuAEMATwBNAA==] C: CAPA S: +OK TOP UIDL SASL PLAIN USER . C: USER user@xyz.com S: +OK C: PASS <password> S: -ERR Logon failure: unknown user name or bad password. Microsoft.Exchange.Tools.ExRca.Tests.ImapPop.MailProtocolException: -ERR Logon failure: unknown user name or bad password. at Microsoft.Exchange.Tools.ExRca.Tests.ImapPop.Pop3ProtocolTester.SendCommand(String command, String logString) at Microsoft.Exchange.Tools.ExRca.Tests.ImapPop.BaseProtocolTest.PerformTestReally()

    We asked to get this checked from the Exchange side (Office 365). The email admin reset the password, then emails are synced into incoming email.


    Article Number:

    000237879


    Article Type:

    Solutions to a Product Problem



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