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If not, an error message will be displayed on the screen. Incorrect username or password. Unable to reach host. Unable to connect to the mail server. Check the configurations and try again. Invalid certification path to target. Configure trusted or self-signed certificate and try again. Note: For all the mail fetching exceptions, please check connectivity using the same configurations in other third-party mail clients like Outlook Desktop app and Thunderbird desktop app.
Authentication failed for the given username and password. If there are no connectivity issues with third-party apps, and there are authentication issues only with ServiceDesk Plus, go here. Configured mail host name is unknown or not reachable or Unable to connect to the mail server with the provided configurations. If you are able to connect to other third-party apps and unable to connect the mailbox through ServiceDesk Plus server, go here.
If you still face the issue after applying the certificate, click here. Check server URL and try again. To check the mail server connectivity, send a sample email by entering a mail address and clicking on the "Send a sample mail" button in the outgoing tab. If the settings are configured right and the connection is successful, a sample mail will be sent to given the email address. The common exceptions that occur in ServiceDesk Plus while sending mails can be categorized as follows:.
If you are still unable to login with your credentials, click here to debug your email and send a log report for analysis. If the error persists, click here to enable email debugging and send a log report for analysis. Check connect URL and try again. Unknown error occurred. If there are no connectivity issues with third-party apps, and there are authentication issues only with ServiceDesk Plus, enable email debugging and mail the logs for analysis:.
All Rights Reserved. Troubleshooting Mail Server Settings Troubleshooting Mail fetching problems After you configure the mail server, test the settings by fetching a sample mail. In ServiceDesk Plus, mail fetching problems can be categorized as follows: Incorrect username or password.
Check Server URL and try again. Authentication failed for the given username and password Check whether the configured username and password are correct. If the username and password are correct, check whether the mail server configurations are correct. 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. Please check with your local Service desk.
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