12.1.3 SSL enabled Email Account: Unable To Connect To An SMTP Server. The SMTP Servers May Be Down. (Doc ID 1983288.1)

Last updated on MAY 05, 2023

Applies to:

Symptoms

On : 12.1.3 version, Agent Console

Email Center Agent Console, try and send an Email:

Unable to connect to an SMTP server. The SMTP servers may be down. Please contact your site administor.

ERROR
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Unable to connect to an SMTP server. The SMTP servers may be down. Please contact your site administrator.

STEPS
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The issue can be reproduced at will with the following steps:
1. Email Center Agent Console
2. Messages/Inbox Compose.

BUSINESS IMPACT
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The issue has the following business impact:
Due to this issue, users cannot send emails.

Note: IMAP and SSL is working, the Email Server in use is Exchange and is using TLS on port 587 to send emails with SMTP.

Note: SSLPoke Test for IMAP and SSL is working.

         SSLPoke Test for SMTP is failing with the error:

$ java SSLPoke xxx.xxx.xxx.xxx 587
javax.net.ssl.SSLException: Unrecognized SSL message, plaintext connection?
at com.sun.net.ssl.internal.ssl.InputRecord.handleUnknownRecord(InputRecord.java:523)
at com.sun.net.ssl.internal.ssl.InputRecord.read(InputRecord.java:355)
at com.sun.net.ssl.internal.ssl.SSLSocketImpl.readRecord(SSLSocketImpl.java:789)
at com.sun.net.ssl.internal.ssl.SSLSocketImpl.performInitialHandshake(SSLSocketImpl.java:1096)
at com.sun.net.ssl.internal.ssl.SSLSocketImpl.writeRecord(SSLSocketImpl.java:623)

Changes

Cause

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