Maileater SSL is not processing messages because of handshake issues

Products

• CA Service Desk Manager
• CA Service Management - Service Desk Manager

Issue/Introduction

Error message in maileater_nxd.log:

2021-07-29 12:53:17:192 ERROR  [ForkJoinPool-1-worker-3] c.c.S.m.c.JavaMailIMAPClient - Failed to connect to the Store.
javax.mail.MessagingException: Remote host closed connection during handshake
Caused by: javax.net.ssl.SSLHandshakeException: Remote host closed connection during handshake
Caused by: java.io.EOFException: SSL peer shut down incorrectly

Environment

CA Service Desk Manager 17.1 and higher.

Cause

Misconfiguration in the mail server side regarding SSL authentication.

Resolution

Consider engaging the Exchange/Mail Server team to review the configuration on the mail server side.

This issue occurs when the SSL authentication method is misconfigured.