Mailbox is not accessible : "Unknown error occurred.". In the meantime, mails will not be fetched in the mail fetching schedule.

Mailbox is not accessible : "Unknown error occurred.". In the meantime, mails will not be fetched in the mail fetching schedule.

Hello,

Our ServiceDesk Plus was working correctly until Friday morning. It then claimed that the Mailbox Authentication was incorrect. I resolved this, but an hour or so later, the system stopped again with the error message:Mailbox is not accessible : "Unknown error occurred.". In the meantime, mails will not be fetched in the mail fetching schedule.

I have tried creating a new Secret and filling in the Mail Server Settings again, but the problem persists. It does not seem to be an issue with the Proxy Server.

Following another report of the same issue, I have tried to create an error report from the commands "" and "". The results are below:










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    parent.sdp_app= JSON.parse('\x7B\x22IS_FLOAT_MENU_ENABLED\x22\x3A\x22true\x22,\x22IS_CHAT_ENABLED\x22\x3Afalse,\x22IS_SITE_CONFIGURE\x22\x3Atrue,\x22CURRENCY_SYMBOL\x22\x3A\x22\xA3\x22,\x22IS_CT_EMPTY_CRIT_ALLOWED\x22\x3Afalse,\x22IS_SDP\x22\x3Atrue,\x22i18n_info\x22\x3A\x7B\x22esm_js\x22\x3Afalse,\x22portal_js\x22\x3Afalse,\x22portal_id\x22\x3A\x221\x22,\x22esm_ember\x22\x3Afalse,\x22esm_mod\x22\x3A\x22common\x22,\x22portal_ember\x22\x3Afalse\x7D,\x22IS_REMOTE_SERVER\x22\x3Afalse,\x22ALLOW_NULL_TIME_ENTRY\x22\x3A\x22true\x22,\x22IS_SDP_CHAT_ENABLED\x22\x3Afalse,\x22IS_CMDB_ENABLED\x22\x3Afalse,\x22themes\x22\x3A\x7B\x22IS_USER_THEME_ENABLED\x22\x3Atrue,\x22TYPE\x22\x3A\x22Blue\x22,\x22FONT_FAMILY\x22\x3A\x22Roboto,\x20Arial\x22\x7D,\x22IS_COLLABORATORS_CHAT_ENABLED\x22\x3Atrue,\x22IS_DEMO_BUILD\x22\x3Afalse,\x22zia_info\x22\x3A\x7B\x22IS_BOT_ENABLED\x22\x3Atrue,\x22CAN_SHOW_UNVERIFIED_NOTIFICATION\x22\x3Atrue,\x22APPROVAL_NOTIFICATIONS_COUNT\x22\x3A0,\x22REOPEN_NOTIFICATIONS_COUNT\x22\x3A3,\x22CAN_SHOW_ICON\x22\x3Atrue,\x22TOTAL_NOTIFICATIONS_COUNT\x22\x3A3,\x22IS_REOPEN_NOT_YET_ENABLED\x22\x3Afalse,\x22SHOW_WELCOME_BANNER\x22\x3Afalse,\x22IS_NOTIFICATION_AVAILABLE\x22\x3Atrue,\x22IS_APPROVAL_NOT_YET_ENABLED\x22\x3Afalse\x7D,\x22IS_TELEPHONY_ENABLED\x22\x3Afalse,\x22IS_PCT_EMPTY_CRIT_ALLOWED\x22\x3Afalse,\x22IS_IMPORT_ALL_ORG_USER\x22\x3Atrue,\x22IS_CHANGE_ENABLED\x22\x3Afalse,\x22IS_MDH_SETUP\x22\x3Afalse,\x22IS_SERVICECATALOG_ENABLED\x22\x3Afalse,\x22NOTIFY_LAST_LOGIN_TIME\x22\x3A\x7B\x22SUCCESS\x22\x3A\x2213\x2F06\x2F2025\x2010\x3A05\x22,\x22FAILED\x22\x3A\x2212\x2F08\x2F2024\x2008\x3A08\x22,\x22SHOW\x22\x3Afalse\x7D,\x22IS_LDAP_DOMAINBOX_ENABLED\x22\x3Afalse,\x22IS_MSP\x22\x3Afalse,\x22IS_TECH_SPACE_ENABLED\x22\x3Atrue,\x22WEEK_START_DAY\x22\x3A0,\x22MAX_FILE_SIZE\x22\x3A\x2210\x22,\x22PORTAL_ID\x22\x3A1,\x22MAX_ALLOWED_DECIMAL_POINTS\x22\x3A2,\x22DEFAULT_IT_HELPDESK_NAME\x22\x3A\x22IT\x20Helpdesk\x22,\x22IS_PAGE_NOTIFICATIONS_ENABLED\x22\x3Atrue,\x22IS_PROJECT_ENABLED\x22\x3Afalse,\x22PRODUCT_NAME\x22\x3A\x22ManageEngine\x20ServiceDesk\x20Plus\x22,\x22CLIENT_CONF\x22\x3A\x7B\x22ui\x22\x3A\x7B\x7D,\x22pagescript\x22\x3A\x7B\x22timestamp\x22\x3A\x220\x22\x7D,\x22user_search_options\x22\x3A\x5B\x22name\x22\x5D,\x22RTA\x22\x3A\x7B\x22defaultImageOption\x22\x3A\x22bestfit\x22,\x22fontFamily\x22\x3A\x22Roboto,Verdana\x22,\x22edithtml\x22\x3A\x22true\x22,\x22fontSize\x22\x3A\x2210\x22,\x22fontColor\x22\x3A\x22000\x22\x7D\x7D,\x22IS_AUTO_REQ_CREATE_ENABLED\x22\x3Afalse,\x22IS_TCT_EMPTY_CRIT_ALLOWED\x22\x3Afalse,\x22PUBLIC_KEY_FOR_PWD_ENCRYPTION\x22\x3A\x22MIIBIjANBgkqhkiG9w0BAQEFAAOCAQ8AMIIBCgKCAQEAq3ZwSIqT\x2BWYWad8pV8\x2FCMXpWbbqBkeoaPjTekK\x2FDML\x2BI\x2F7Z5ObyIejyIktkptLlYqt3yvtol\x2FeCpix9rq2Ke\x2FNEDRIoUq\x2Fsoot5CHpyUInsl5mWW\x2BmZuXxCv3ZSRW7DIMTIT9gSJ2hw8PTQB1fJlrI4VAccNd\x2F15D2j8nGI4XlPtb4AOfJI2fTRsVrdslPCesrkvoIm5YrmkBUzs5j7V4\x2B7SPYaegjjsRMiRfE2aIFJ1IAkYZhc2p2AnVxjMELcbY0RKttKbkalLpipbOAI8oxNZFwsatpOHW\x2BjEr67KHmrljK\x2Fev\x2FId\x2FyuO5vL10rq\x2BfVxbmzciQ0l8DiX\x2BODlWjwIDAQAB\x22,\x22MAX_HELPDESK_COUNT\x22\x3A15,\x22IS_REQUESTER_FN_MN_ENABLED\x22\x3Atrue,\x22IS_AE\x22\x3Afalse,\x22IS_REBRANDED\x22\x3Afalse,\x22BUILD_NUMBER\x22\x3A\x2212000\x22,\x22IS_REQUESTER_CHAT_ENABLED_FOR_USER\x22\x3Atrue,\x22LICENSE_INFO\x22\x3A\x7B\x22LICENSE_VIOLATED\x22\x3Afalse,\x22TECHNICIAN_LOGIN_COUNT\x22\x3A3,\x22TECHNICIAN_ACTUAL_COUNT\x22\x3A5\x7D,\x22I18nKey_Updated_Time\x22\x3A\x221746100662504\x22,\x22IS_TECH_CHAT_ENABLED\x22\x3Atrue,\x22MAX_FILE_ATTACHMENT_SIZE_IN_MB\x22\x3A10\x7D');
    var isCMDB = 'false';
    if(typeof Ember === "undefined"){
      includeSDPStyle('', parent.sdp_user.LOCALE, parent.sdp_app.BUILD_NUMBER, parent.sdp_user.DIRECTION);
      includeSDPScripts('', true, parent.sdp_app.BUILD_NUMBER, parent.sdp_user.LOCALE, parent.sdp_app.i18n_info);
    }
    </script>
  
<script>
if(window.opener && window.opener.location.href.indexOf("SDPOutlookAddIn.jsp")!=-1){
  window.close();
}
if(window.jQuery)
{
  jQuery.fn.formToJSON = function()
  {
    var jsonObject = {};
    var elementArray = this.serializeArray();
    jQuery.each(elementArray, function()
    {
      if (jsonObject[this.name] !== undefined)
      {
        if (!jsonObject[this.name].push)
        {
                      jsonObject[this.name] = [jsonObject[this.name]];
                  }
                  jsonObject[this.name].push(this.value || '');
      }
      else
      {
                  jsonObject[this.name] = this.value || '';
            }
        });
        return jsonObject;
  };

  jQuery.fn.sortSelectBox = function()
  {
    var defaultText = jQuery("#" + this.attr('id')+ " option[value='-1']").text();//NO I18N
    var siteText = jQuery("#" + this.attr('id')+ " option[value='']").text();//NO I18N
    if(defaultText != "")
    {
      jQuery("#" + this.attr('id')+ " option[value='-1']").remove();//NO I18N
    }
    if(siteText != "")
    {
      jQuery("#" + this.attr('id')+ " option[value='']").remove();//NO I18N
    }
        var sorted_options = jQuery("#" + this.attr('id') + ' option');//NO I18N
        // sort alphabetically
    sorted_options.sort(function(a,b)
    {
      var aText = a.text.toLowerCase();
      var bText = b.text.toLowerCase();
      return aText > bText ? 1 : aText < bText ? -1 : 0;
        })
    jQuery("#" + this.attr('id')).find('option').remove();//NO I18N
    if(siteText != "")
    {
      jQuery("#" + this.attr('id')).append('<option value="">'+siteText+'</option>');//NO I18N
    }
    if(defaultText != "")
    {
      jQuery("#" + this.attr('id')).append('<option value="-1">'+defaultText+'</option>');//NO I18N
    }
    jQuery(this).append( sorted_options );
    jQuery("#" + this.attr('id')).val(jQuery("#" + this.attr('id')+ " option:first").val());//NO I18N
  }


}
var forwardfrom = "";//NO I18N
var isMDHSetup = "false";//NO I18N
var isIThelpdesk = "true"; //NO I18N

function setBodyFont() {
  //setting font - any changes made here should also be done in ember applicaiton/route.js
  var userTheme = parent.sdp_user.CLIENT_CONF.userTheme;
  var font = parent.sdp_app.themes.FONT_FAMILY; //admin set font
  if(parent.sdp_app.themes.IS_USER_THEME_ENABLED && userTheme && userTheme.fontFamily) {
    font = userTheme.fontFamily; //user personalized font
    parent.sdp_app.CLIENT_CONF.RTA.fontFamily = font; //setting for zeditor
  }
  //in iframes, body not not available so using delay
  setTimeout(function() { 
    if(document.body) {
      document.body.style.fontFamily = font;
    }
  }, 1);
  return font;
}
setBodyFont();
</script>

  <script type="text/javascript" src="/scripts/dcIntegrationUtils.js?build=12000"></script>
  



 





<script>
isListenerAdded = (typeof isListenerAdded != 'undefined')? isListenerAdded : false;//NO I18N

PORTALID = (typeof PORTALID != 'undefined')? PORTALID :  1;//NO I18N

var contextPath = '';
var userLoggedIn = true;

if( ! isListenerAdded && ( contextPath !== '/mc' || userLoggedIn ) && typeof jQuery != 'undefined' && PORTALID!= null )
{       
       isListenerAdded = true;

        
       window.addEventListener('focus',function(event){
document.cookie = "PORTALID=" + PORTALID +"; path=/";    //No I18N
if( typeof jQuery != 'undefined' && jQuery('form').length > 0 && typeof getCSRFCookieName != 'undefined' && typeof getCSRFParamName != 'undefined' && typeof getCSRFParamValue != 'undefined' ) {
var cookieCSRFToken = getCookie(getCSRFCookieName());
jQuery('form').each(function(){
if( jQuery(this).find('input[name=sdpcsrfparam]').length == 0 ) {
jQuery('<input>').attr({ type: 'hidden', name: getCSRFParamName()}).val(getCSRFParamValue()).appendTo(jQuery(this));
} else {
if( cookieCSRFToken != jQuery(this).find('input[name=sdpcsrfparam]').val() ) {
jQuery(this).find('input[name=sdpcsrfparam]').val(cookieCSRFToken);
}
}
});
}
   })

/** To append CSRF param in all forms (Except dynamically loading ones) **/
        window.addEventListener('load',function(event){

                if( typeof jQuery != 'undefined' &&  typeof getCSRFParamName != 'undefined' &&  typeof getCSRFParamValue != 'undefined' )
                {
                        jQuery('<input>').attr({ type: 'hidden', name: getCSRFParamName()}).val(getCSRFParamValue()).appendTo('form');
                }
        });
/** For CSRF purpose **/
var xmlOpenOrig = XMLHttpRequest.prototype.open;

XMLHttpRequest.prototype.open = function(method, url, async, user, password) {

this.request_method=method;

this.url = url;

xmlOpenOrig.apply(this, arguments);
        };

        /** overriding the XMLHttpRequest API's send method to add the request header PORTALID always in ajax calls */
        var xmlSendOrig = XMLHttpRequest.prototype.send;

        XMLHttpRequest.prototype.send = function() {
  if( typeof this.request_method != 'undefined' && ('PUT' ==  this.request_method || 'POST' ==  this.request_method||'DELETE' ==  this.request_method)
   &&  typeof getCSRFParamName != 'undefined' &&  typeof getCSRFParamValue != 'undefined' )//NO I18N
          {
                                this.setRequestHeader("X-ZCSRF-TOKEN", getCSRFParamName()+"="+getCSRFParamValue());  //No I18N
          }
    
          xmlSendOrig.apply(this, arguments);
        };
       
       jQuery(function(){
   jQuery('body').on('mousedown','a,button,input[type=button],input[type=submit]',function(){
document.cookie = "PORTALID=" + PORTALID +"; path=/";    //No I18N
   });
       });
}
</script>




<title>ManageEngine ServiceDesk Plus</title>





<meta http-equiv="X-UA-Compatible" content="IE=Edge">
<meta name="viewport" content="width=device-width, initial-scale=1.0">
<meta charset="utf-8">
<style>
*{
margin: 0;
padding: 0;
font-family: arial,sans-serif;
}
</style>
</head>

<body class="error-page bodybg">

<div class="table-wrap">
<div class="table-cell-wrap">
<div class="error-content">
<div class="error-attention"></div>
<p class="error-message">Sorry an error has occurred</p>
<p class="error-inputmessage">Unknown error occurred while processing your request.</p>
<div class="error-bottomreturn">
<a href="javascript:history.back()" class="error-returnback">
<em></em>Go back and try again
</a>
<a href="/HomePage.do" class="error-returnhome"><!--NO OUTPUTENCODING-->
<em></em>Return to home page
</a>
</div>
</div>
</div>
</div>
</body>
</html>


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