Support Article

SMTP Connectivity Test fails for email account

SA-10445

Summary



When users test the connection for an email account, the connectivity with the exchange server fails.
SMTP Connectivity Test > Test Connectivity to Email Account Default shows a Status of FailedConfiguration and the error message.

 

Error Messages



A secure connection could not be established with the outgoing(SMTP) email server. Check the application server configuration. 

Steps to Reproduce



Test the connection from the email account.

Root Cause



The email account is trying to establish a secured connection from a non-secured port.

Resolution



To resolve the issue, choose one of the following approaches:

Alternative 1: Provide a secured SMTP port and check the option Use SSL to establish a secured connection.

Alternative 2: Disable TLS and try to establish connectivity using the original setting (Port 25 without SSL). 

To disable TLS, specify the following Dynamic System Setting (DSS):
 
   Purpose:                   Email/DisableSecuritySTARTTLS
   Owning Ruleset:       Pega-IntSvcs
   Value:                        true
 
To add the DSS, perform the following steps:
 
  1. Go to Records > SysAdmin > Dynamic System Setting to open the DSS page. 
     
     
  2. On the DSS page, click the Create button. 
  3. Specify the field values shown in the following image and click the Create and Open button.

    Short description: STARTTLS setting
    Owning Ruleset: Pega-IntSvcs
    Setting Purpose: Email/DisableSecuritySTARTTLS  

  4. Specify the Value field as “true” and click Save. 

     
  5. To test the DSS, go to the DSS main page, enter START in the Search field, and click Run.
  6. Confirm that you have the DSS values shown in the image below. These are the field values that you specified in Steps 3 and 4.  



     
  7. After adding the DSS, restart the JVM (Application Server). 

Published September 26, 2018 - Updated October 8, 2020


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