Incoming mail stopped working

  • 30 September 2015
  • 7 replies
  • 315 views
R
Our incoming mail suddenly stopped working. After a server reboot it still didn't work. Reentering the account also had no effect.

When I check the log files I see the following entry:

error while checking OWA email
com.moonrug.exchange.ExchangeException: Could not login using provided credentials.

I tried logging in on OWA from the SysAid server and this is working just fine.

Anyone ever had this problem?(using Exchange 2013).

7 replies

Danny Tashiev
Rank
Hi ReneBenjamin,

Is it possible your email server configuration has changed recently? I suggest re-entering all the credentials set in Settings > Integration > Email Integration, making sure all port numbers and security settings are set correctly.

Let me know if this resolves the issue.

Cheers,
Danny
R
Hello Danny,

No settings have been changed.
Tried this a couple of times.
No luck sadly 😉
Danny Tashiev
Rank
From my understanding, if the information stayed the same in SysAid, then only a change in the server configuration could result in this issue. Since SysAid uses EWS, try going to your mail server URL through *Internet Explorer*, and instead of /owa, type /ews. A login page should be displayed, and once logged in you should see an XML sheet. If this is not what it occurs, it's possible that EWS has been disabled and SysAid email integration will be unable to log in.

Let me know if this works.

Cheers,
Danny
R
Hi Danny,

Thanks for your reply.
Getting a HTTP 500 while accessing EWS. Looks like this broke things.
I'm gonna look into this issue.

Regards!
Rays Machine
Dear SysAid Support;

We encounter the similar issue on the topic said.
The incoming email out of no way, not functioning anymore.
When my user sending the email to us (Sysaid Admin) and the user received the bound back email as per following.

----------------------------------------------------------------------------------------------------------------------
The original message was received at Wed, 28 Oct 2015 12:47:01 +0900

----- The following addresses had permanent fatal errors ----- <fxsd@sysaidit.com>
(reason: 550 5.1.1 <fxsd@sysaidit.com>: Recipient address rejected: User unknown in virtual mailbox table)

----- Transcript of session follows ----- ... while talking to web04.sysaidit.com.:
>>> DATA
<<< 550 5.1.1 <fxsd@sysaidit.com>: Recipient address rejected: User unknown in virtual mailbox table
550 5.1.1 <fxsd@sysaidit.com>... User unknown <<< 554 5.5.1 Error: no valid recipients
----------------------------------------------------------------------------------------------------------------------

I most suspect is the bound back email is relate to the SysAid email account does NOT exceeded.

Can any one from the SysAid support team guide us where and how we can solve this issue.

Few incident has logged to SysAid even get the LIVE chat support team also unable solve our issue.

Thank you.

Regards,
Rays Machine
Danny Tashiev
Rank
Hi Rays Machine,

I understand this issue is now being investigated by our technical support team. They will get back to you as soon as possible with investigation results and a solution.

Cheers,
Danny
J
Today email integration stopped working on incoming mails they are going to the local exchange mailbox but not creating a service request nothing has changed bar a power outage the weekend, so i have updated the password in AD and also the integration section on sysaid web portal but to no avail can anyone help

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