Mail fetching issue

Mail fetching issue


If you are facing any issues with fetching emails into the application,  follow the steps listed below after logging into our service: 
  1. Goto Setup-->Mail Settings-->Mail Server Settings
  2. Click on Stop Fetching.
  3. Now click on the Save button at the bottom of the page.
  4. The details of the failure will be displayed in the error message.
Error: Problem connecting to mailbox.
There seems to be an error getting past your firewall and you might need to allow our IP addresses in your firewall. We use the following static IP to fetch the mails and you can configure your firewall to allow access only to this IP. You would need to allow the following IP addresses in your firewall to enable mail fetching in the application:

If you are using sdpondemand.manageengine.com, please allow the following IP addresses:

136.143.187.53
8.39.54.54
136.143.186.53
8.40.222.54
 
If you are using sdpondemand.manageengine.eu, please allow the following IP addresses:

31.186.226.139
87.252.213.139
185.20.209.139
84.207.209.139
89.36.170.124
87.252.213.124
31.186.243.139
213.244.146.139 
217.163.72.139
89.36.170.139

If you are using servicedeskplus.net.au, please allow the following IP addresses:
101.97.36.40

If you are using sdpondemand.manageengine.in, please allow the following IP addresses:
103.89.75.3

If you are using servicedeskplus.cn, please allow the following IP addresses:
163.53.93.63

Please refer the following document for configuring the mail server settings:

Error: Authentication Failed
We are not able to connect to your mail server using the specified credentials and you would need to double check the credentials mentioned or reset the password and update the same. If you have MFA enabled in your mailbox, please use app specific password.

Error: PKIX or SSL.
The SSL certificate present in your mail server seems to be Self-Signed certificate, please make sure there is a genuine SSL present for the selected port number.

          • Related Articles

          • Mail Sending issues: Invalid Address: Failed Email address

            In regards to the below issue, when the application tries to contact your mail server in order to send email, we get the error "Invalid Addresses. Failed Addresses" from your mail server, this needs to analyzed in your mail server log. Please refer ...
          • Mail Sending Failed

            With regards to mail sending failed. Please goto Setup-->Data Administration-->System Log and check if you have any error message for Mail sending Failed. Error: Could connect to SMTP host via the port The host seems to be unreachable via the ...
          • Probe issue

            Basic Requirements There are few basic requirements for the probe to successfully scan workstations. Please make sure that the below given requirements are met for each of the target workstations. Windows Machines Remote Registry service must be ...
          • I am an Administrator and want to change a Requester/ Technician’s login email address in the application.

            Login to the application with the current Super Admin credentials. In a separate tab of the browser open the link: https://mail.zoho.com/cpanel/index.do Click ‘ User Details’ on the Left Hand Side Click on the name of the user whose details you want ...
          • Unable to add users : Email address already exists

            When adding an user if  you get the error email address already exists, please goto Setup-->Users and Permissions-->Requesters and us the search option to search for the email address as per the screenshot below, Do the same in technicians page if ...