Email Fetching Stopped Working
Background:
Our network was hit with a pretty nasty virus that we have just finished recovering from. I noticed that since the day we were hit, the mail fetching has stopped making attempts to fetch email to auto-generate tickets (the timestamp of the "last attempt to fetch mail" is the day we were hit).
Symptoms:
Sending an email to the email account linked to Manage Engine does not cause Manage Engine to create a ticket.
What I have tried:
- Restarting the fetching service = does nothing; still no tickets generated and timestamp remains the same (screen below)
- Updating the affiliated email account's password in Active Directory and then updating the password in Manage Engine after stopping the fetch service = authentication error (screen below)
- Using IP address of mail server instead of host name = unable to connect to server
- Logging into our Outlook Web App = credentials work; emails sitting in the inbox that should have been imported into Manage Engine (screen below)
My conclusion is that since our outage, Manage Engine has stopped being able to authenticate the email account. I do not know why it cannot authenticate the new credentials even when the credentials are reset in Active Directory and confirmed in Outlook Web App.
#1 (fetching running does nothing)
#2 (when updating credentials)
#3 (confirmed credentials for email account correct)
