Email notifications fail with the error "Couldn't connect to host, port: servername, 25; timeout -1"

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Article ID: 101452

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Updated On:

Products

SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service KNOWLEDGE TOOLS CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager

Issue/Introduction

The outbound mail service of Service Desk is not working properly sometimes process the mails and others not. when it fails the following error is captured in the log mail_nxd.log:

ERROR [mailNxdActorSystem-akka.actor.default-dispatcher-27292] c.c.S.m.c.JavaMailSMTPClient - The transport is not connected or is dead. Reason: {} com.sun.mail.util.MailConnectException: Couldn't connect to host, port: SERVERNAME, PORT; timeout -1

Cause

A network configuration in the firewall is preventing the connections to be established between Service Desk Manager server and the mail server

Environment

Service Desk 17.1 or higher

Resolution

Ensure that the communication between the Service Desk server and the Mail server does not have anything that blocks it. Refer to the following link for the minimum port requirements that need to be open:

Supported Ports and Port Ranges
(CA SDM section. Items: SMTP|POP3|IMAP)