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Support Article

Email Account SMTP connectivity issue



When the email account is tested with the Test Connectivity button, the result displays the Connect to email sever: Fail step.

Status is a secure connection that cannot be established with the outgoing (SMTP) email server. However, the email server accepts the non-secure connection which is verified by Telnet to the email server port 25. When the Simple Mail Transfer Protocol (SMTP) command is manually provided, the email is sent successfully.

Error Messages

Connect to email server: Fail

Steps to Reproduce


Root Cause

A defect in Pegasystems’ code or rules. The issue is due to the email server enabled STARTTLS and PRPC automatically switching to STARTTLS support.


Perform the following local-change:
  1. Create a Dynamic System Setting (DSS) with name, Email/DisableSecuritySTARTTLS, in the Pega-IntSvcs ruleset whose value can be either True or False
  2. Set the value of the DSS to True 
  3. Restart the server 

Published October 8, 2020

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