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 FEBRUARY 06, 2018

Applies to:

Oracle Email Center - Version 12.1.3 and later
Information in this document applies to any platform.


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.


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

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

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)


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