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Errors Generating Refresh Token with Microsoft365 Mailbox

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Article ID: 236851

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Updated On:

Products

CA Service Management - Service Desk Manager

Issue/Introduction

An already configured Microsoft365 mailbox with OAuth2.0 stops processing emails.

The following error is seen in the logs:

2022-03-08 04:20:38:563 ERROR  [ForkJoinPool-1-worker-3] c.c.S.m.ConnectSession - Failed to get a fresh access token...can not proceed further....
java.net.ConnectException: Connection timed out: connect

Environment

Microsoft365/Office365/Azure Mailbox

Service Management 17.3 RU12

Resolution

After allowing communication from Exchange Online Protection on port 443 by the customers Security team, the refresh token was generated.

Additional Information

Microsoft365 Exchange Online Protection

https://docs.microsoft.com/en-us/microsoft-365/security/office-365-security/exchange-online-protection-overview?view=o365-worldwide

URLs and IP Addresses Ranges

https://docs.microsoft.com/en-us/microsoft-365/enterprise/urls-and-ip-address-ranges?view=o365-worldwide