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Support Article

Authentication Issue in Email Listener when issued from SMA



User reports that they are not able to start the email listener from System Management Application (SMA).

Error Messages

Listener 'Data-Admin-Connect-EmailListener:TTEmailListener.Listener(' failed to start because of the following error:
Failed to launch listener, Email listener 'Listener.TTEmailListener' failed to connect to Email Server - The server indicated that the authentication credentials for this Email Account are incorrect. From: (B4EEBCEB338356169D30A4B79C67A0CA0:(MBean Access))

Steps to Reproduce

1.Go to SMA >Listener Management
2.Select TTEMailListener and click run

Root Cause

The root cause of this problem is software use/operation error.

MS Exchange server always uses TCP port 993 to work with IMAP4 to implement SSL(secured) and due to this user JavaMail props mail.imaps.xxxx.xx props are not getting synced with exchange server connection.


The explanation for this behavior is as follows:

Ideally props must be used for JavaMail if you are using IMAP secured port.

However user tries to access a shared mailbox on MS exchange server and by default it uses IMAP4 protocol (which is IMAP version4).

MS Exchange server always uses TCP port 993 to work with IMAP4 to implement SSL(secured) and due to this your JavaMail props mail.imaps.xxxx.xx props are not getting synced with exchange server connection.

And the above behaviour is specific to MS exchange server unlike other email servers where you can use props.

Therefore in this case, user is advised to use mail.imap.xxxx.xx props with port 993  to connect securely over IMAP4 protocol which is being used at the exchange server end.

This issue is resolved through the following local-change:

By setting these parameters in Advanced fields of the email account.

("mail.imap.auth.plain.disable", "true");
("mail.imap.auth.ntlm.disable", "true");
("mail.imap.auth.gssapi.disable", "true");

Published June 22, 2015 - Updated October 8, 2020

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