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Failed to Connect to the Store Error, AUTHENTICATE failed error in maileater_nxd Logs when using an Office365 account


Article ID: 212483


Updated On:


CA Service Management - Service Desk Manager CA Service Desk Manager


When configuring maileater mailbox with an Office365 account, Service Desk and the Mailbox are unable to make a connection.

The following error appears in the maileater_nxd.log:

ERROR  [ForkJoinPool-1-worker-1] c.c.S.m.c.JavaMailIMAPClient - Failed to connect to the Store.
javax.mail.AuthenticationFailedException: AUTHENTICATE failed.
 at com.sun.mail.imap.IMAPStore.protocolConnect(
 at javax.mail.Service.connect(
 at javax.mail.Service.connect(
 at java.util.concurrent.ForkJoinTask$AdaptedCallable.exec(Unknown Source)
 at java.util.concurrent.ForkJoinTask.doExec(Unknown Source)
 at java.util.concurrent.ForkJoinPool$WorkQueue.runTask(Unknown Source)
 at java.util.concurrent.ForkJoinPool.runWorker(Unknown Source)
 at Source)




This issue is caused by Microsoft not allowing Basic Authentication (Clear text security level)  and the need to set and configure OAuth2.0 security level


Service Desk 17.1, 17.2 and 17.3

Maileater in O365


1. Upgrade to 17.RU12 (and above) or 17.3 RU 4 (and above) for SDM to have this OAuth2.0 capability. SDM 17.1 does not have this capability.

2. Ensure the steps noted under "OAuth 2.0 (Maileater/Mailer) Mandatory Post-Installation Tasks" section are implemented: 



3. Configure OAuth 2.0 in SDM and Office365. Refer to:


Additional Information