SDM Mail eater error in SDM 14.1 using Outlook mail client

[Anon Anon]

Hi All,

I have this challenge with my mail eater functionality.

It was working then suddenly stopped. I checked the account and can login to email with the web client. Any assistance will be appreciated

N.B I keep getting TLS connection to POP3 while my configuration is for IMAP. Any ideas?

 

Details of error below

 

03/29 16:45:12.37 SERVICE_DESK   pdm_maileater_nxd

488 ERROR

pdm_maileater_nxd.c   9590 Imap Mail: TLS Connection to POP3 Server: heimail01.heiway.net at Port: 143 failed. Error (15) Failed to find the CA certificate

Version: SDM 14.1

OS: Win2008R2

Email: outlook (on premise not office365)

Configuration screen

 

Default mailbox configuration

[Raghu Rudraraju]

Hi Uzoma,

 

The error seems to indicate to me that

a) the cert file  helpdesk.cer   file does not have all the needed certificates (the whole certificate chain) to the server   heimail01.heiway.net  (see the suggested approach here: [12.9] TLS / SSL at Google Mail Accounts )

b) OR the certificate chain is correct, but the certificate was issued to a different name  other than heimail01.heiway.net   (ex:   the certificate was given to  mail.heiway.net  or *.heiway.net  but  SDM's trying to connect to heimail01.heiway.net  and the TLS layer is giving an error because the certificate name does not match).  There's an idea on this matter: Maileater to support wild card SSL certificates

 

Hopefully your error is about (a) above.  Check out the suggested approach on the same listed above, and maybe that'll help you resolve the error

 

_R

[Anon Anon]

Thanks Raghu,

I have recreated the certifica yet the error persists,

Any reason why the mail is using POP3 "9590 Imap Mail: TLS Connection to POP3 Server: heimail01.heiway.net at Port:" instead of the configured IMAP in the default mailbox settings?

 

Thanks

[Raghu Rudraraju]

The error is a bit misleading in this case. Sadly, it is a Logging mistake.  

 

We're spitting out wrong log information, it is being logged as "POP3 Server"  in the section of code which is for connection to IMAP4.

 

_R

[Anon Anon]

Hi Raghu,

I removed the “USE TLS” option and it stopped prompting for CA certificate path, instead it is displayed the error below

 

03/30 10:10:37.35 SERVICE_DESK   pdm_maileater_nxd    6968 ERROR        pdm_maileater_nxd.c   8523 Authentication failed using (Clear) for IMAP Server  on Port 143

03/30 10:10:37.36 SERVICE_DESK   pdm_maileater_nxd    6968 ERROR        pdm_maileater_nxd.c   9616 Imap Mail:Authentication failed using (Clear): Command received in Invalid state.

03/30 10:10:37.37 SERVICE_DESK   pdm_maileater_nxd    6968 ERROR        pdm_maileater_nxd.c   5003 Mailbox 100 ([e-mail]/Inbox) produced error during Mail Poll.

[Raghu Rudraraju]

As you have unchecked the Use TLS  option,  maileater is trying to connect using clear text methodology and is not able to authenticate because the mail server is denying you the connection.

 

I suggest you raise a support case for one of the engineers to help out on this a bit. 

 

_R

[Anon Anon]

Ok thanks will do

[Jan De Meulemeester]

Hi Uzoma,

 

We had issues with the maileater in the past after our smtp security and port usage was changed in our exchange environment.

Issues remain even after upgrade SDM to 14.1

After all I found the root cause to our problem in researching following CA Support technical documents:

  http://www.ca.com/us/support/ca-support-online/product-content/knowledgebase-articles/tec489174.aspx

  Additional Information:

  TEC1867631
  Unable to connect Maileater to mail server via SSL Port 995

  TEC1911912
  Connecting Maileater to Office 365 Mail

  TEC1701083
  Using MS Office 365 with SDM Maileater functionality.

  http://www.ca.com/us/support/ca-support-online/product-content/knowledgebase-articles/tec1911912.aspx

  Save the root certificate from the post-login page as a base 64 encoded .cer file, and copy it to the primary server

  http://www.ca.com/us/support/ca-support-online/product-content/knowledgebase-articles/tec1867631.aspx

  SDM 14.1, Windows/Linux environment, connecting to a mail server over POP3/IMAP on SSL Port 995

 

Maileater (even in SDM 14.1) cannot use ports 993 and 995.

For Maileater and Service Desk, the correct port to use is port 110 or 143 for TLS.

Port 995 for SSL is not supported for Maileater.

The reason is because Maileater is designed to initiate a non secure based connection, then start a TLS connection.

 

In our exchange environment we cannot use port 110 but 143 and TLS MUST be used.

Maileater worked again after defining the following in SVD/Administration – Email – Mailboxes settings:

• Name : [e-mail]
• Email Type : IMAP4  (must be IMAP4)
• Hostname : .....barco.com
• Port Override : 143 (must be port 143)
• User Name : …SDMAILEATER…
• Security Level : NTLM (must be NTLM)
• Allow Anonymous : No
• Use TLS : Yes (must be Yes)
• CA Certificate Path : D:/.../BarcoCertificate/root.cer (must use forward slash, naam of the file must be in the path)

 

Hope this helps,

Regards,

Jan.