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Support Article

Email Account SMTP connectivity issue

SA-1795

Summary



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



Unknown


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.


Resolution



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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