Incoming and outgoing mail wont work at all without any errors.

Products

• CA Service Desk Manager

Issue/Introduction

Having configured the Mail SMTP and/or maileater with SSL, it fails and there is no error in the logs. The task manager will show the keytool command trying to process the certificate file but this is never completed. When using the trace mode the logs show that they reach the certificate file and it is attempted to include it in the nx.keystore file but it simply stops tracing there.

Environment

Release : 17.2

Component : Svc Desk Email

Cause

The keytool file located under the following path "..\Program Files (x86)\CA\SC\JRE\11.0.X\bin\keytool.exe" where the 11.0.X can be the version of the JRE, had 0Kb size, for some reason the file was corrupted and therefore it could not complete and initialize the startup up of the processes mail and mail eater.

Resolution

Copy the file from a working environment or verify if there is another JRE version under the same path "C:\Program Files (x86)\CA\SC\JRE\xxx.xxx.xxx\bin\keytool.exe" which has the correct file in order to replace it, once is done, restart the SD service.